Mystery shoppers, or “secret shoppers” as we call them, are hired to measure employee integrity on a scale of 10. These shoppers pose as normal customers to perform specific tasks such as:
- Asking employees for knowledge of product
- Make sure employees make eye contact and greet
- Cue the employee without telling them to show them where the item is
- Observe store appearance
- Check ratio between customers and checkstands open
- Makes sure cashiers greet, bag item properly, offer carry out and give a parting comment
- Cue employees to offer selling suggestions and samples in departments such as the deli, produce and meat.
We must be prepared to provide these aspects to all customers who shop with us but every once in a while, we receive a “tip” that a secret shopper is in the store and then we’re primed to provide 110% superior customer service.
Manager: If you see a lady wearing a purple jacket and wearing flip flops, she may be a secret shopper. Let everyone know.
Jenni the checker: Secret shopper is wearing a purple jacket and flip flops, pass it on.
Danni in the Deli: Secret shopper is wearing a purple jacket and flip flops, pass it on.
Redhead Deb: Secret shopper is wearing a purple jacket and flip flops, pass it on.
Phil the Meat Cutter: Flip flops in this 20 degree weather? That’s crazy!
Jasmine in the Bakery: I think she came through the bakery! She’s wearing flip flops. I hope I did alright…
We can hear her coming towards the checkstand because she isn’t picking up her feet when she walks in those flip flops. SLAP! SLAP! SLAP!
She goes in Redhead Deb’s line. The courtesy clerks are lined up getting ready to bag, our manager is acting as if she’s stocking shelves close by, and the intercom is blasting with selling suggestions. Everyone is anticipating the shopper’s every move.
The shopper looks up and makes eye contact with me. Oh no! What do I do? Then it dawns on me… that’s not a secret shopper… that’s Ms. Norman from across the street!
Me: What’s cracking, Ms. Norman!
Ms. Norman: Hey, sexy boy! Working hard or hardly working?
Ah… another cliche joke…
Ms. Norman: You know, this is the best service I’ve ever received in this store. I came in here to buy lunch and now I’m full from all of these samples. Are you guys having a grand re-opening or something?
