Mystery Shopping Gone Awry!

Great post on our parent site about what happens when mystery shopping programs go awry.

Key takeaway: Make sure your customers are defining and validating the goals of your mystery shopping program.

Reason #28,456 to mystery shop

Courtesy of one of our Facebook friends:

• At Walgreens just now, the clerk asked me, while staring at my belly with a look of complete terror on her face, "When is THAT due?" My mouth said something polite, but in my head I wanted to strangle her.

Did this employee want to enrage a customer? Of course not.

But until we identify moments like this and help the employee understand the impacts of her every word, mistakes like this will continue.

Mystery shopping isn't about punishing employees or getting them in trouble. It's about giving them real-world feedback that helps them improve their service.