Many employees think that the mystery secret shopper programs are a joke, not hardly and for those who have lost their jobs because of it, well, it's no longer a joke to them. They call these programs many things, Starbucks called them "Snap Shots" like a picture in time or a U-Tube Video by the Paparazzi that catches you in the act. It's a slice of life and a reality check on customer service.
In many stores and chains these snap shots or secret shopper programs are tied to employee compensation, bonuses and upward mobility in the company, so they are very real indeed. Not long ago an attorney in Colorado contacted a Mystery Shopper Company and asked;
I am looking for a reliable Mystery Shopper for the Denver market who may have to testify later in a court of law. I need someone, who presents well and is completely credible, or two "someones" a man and a woman to shop at different times."
The attorney was hired by a Franchisor who had a franchisee who was not following the corporate business plan and official operations manual. There were other circumstances and the secret mystery shopper did show up and do their job and reported their findings back to the Franchisor's attorney, and the secret shoppers did appear in court during the litigation process.
The franchisee lost his business and was terminated from the franchise agreement. I guarantee you that this particular gentleman who lost half a million dollars won't tell you that secret shopper programs are a joke. They certainly are not in the franchising sector.
"Lance Winslow" - Online Blog Content Service. If you have innovative thoughts and unique perspectives, come think with Lance; www.WorldThinkTank.net/. Lance Winslow's Bio
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