I recently did a shop for a company that normally has very clear instructions. But not this one!

There had been two scenario options, but a third one was added after the guidelines were written. The guidelines had been changed on some pages but not on others, so were inconsistent. The survey was inconsistent with the guidelines. I emailed the scheduler for clarification. She saw that the guidelines might be confusing and said they would correct them. She answered my questions, and I did the shop. As I did the survey in "real time," the questions changed to reflect the scenario I did (the added one). So that part had been corrected.

I got a follow-up email asking me to clarify an answer. The inference was that they didn't want the shopper asking a particular question, but nowhere was that stated. This was a question that any real purchaser of this item would ask, so I asked it. There was a related, but separate, topic that the shopper was definitely *not* to ask about, and I didn't. But it sounded as if they didn't want us to ask about either item. I explained that the guidelines made no mention of the item I asked about and quoted the relevant section. My shop was accepted, and the editor thanked me for the feedback.

The point of this is that it looks like the client had an expectation that wasn't spelled out in the guidelines, and neither the client nor the MSC realized that during whatever review process they have. I don't know how many other shoppers were confused by the two vs. three scenarios or how many might have asked the same question I did.

With some MSCs, I expect this type of thing, but not with this one. Which leads me to wonder, again, why they don't have shoppers review the guidelines and surveys for new projects. I know only too well that writers often think that what they wrote says what they meant, but it often doesn't. They take it for granted instead of looking at it with a neutral eye. "I know what it's supposed to say; therefore, it says it." Not always.

I hear you. I had to let the scheduler know the guidelines state use the cards you bring then the survey says use the back stock.

I had one that stated to call in your order when it was really using the app to place the order. It hasn't been changed yet even though I mentioned it to the scheduler.

On the topic of confusing guidelines, can anyone tell me what the expectations are in the ordering section of the guidelines for Five Guys. The guidelines state that you need to wait for the crew member to suggest fries and a drink. It further states that you need to give them time to do so before adding them to your order. The implication is that you need to wait for the order to be totaled before adding the items yourself.

Well, what happens when the crew member states, "Anything else?" after you have ordered your sandwich. Do you say no, thereby prompting them to total the order before you recant and then say, "Oh, I changed my mind. I want fries and a drink also" Do you simply stare them down and say nothing? Or, do you add the items to the order at that point?

I have done many of these shops and 99 out of 100 times they do it correctly and ask if you want fries and a beverage. Today the crew member simply said, "Anything else?" I got lucky, he immediately proceeded to total my order. It got me to thinking though, how I would have proceeded if he had not prematurely totaled it. I think the guidelines are incomplete and confusing on this point. Any thoughts?

This is why there are editors in publishing houses and peer-reviewed journals. I have whined about this same thing before in the forum, but I did not think I was qualified for the job. Now, I nominate BirdyC for such a job in the MSC world. Do we have a second for that?

I am the worst at reading my own drek. After the eyeballs have spun wildly a few times, or have dropped in sleep a few times, I know that it is time to submit the report or return to it later, time permitting. *Note to self: Always allow at least two extra hours for any report that involves narrative.*

@BirdyC wrote:

.... Which leads me to wonder, again, why they don't have shoppers review the guidelines and surveys for new projects. I know only too well that writers often think that what they wrote says what they meant, but it often doesn't. They take it for granted instead of looking at it with a neutral eye. "I know what it's supposed to say; therefore, it says it." Not always.

Edited 1 time(s). Last edit at 03/06/2022 08:15PM by Shop-et-al.

As both a copy writer and a copy editor/proofreader, I know how easy it is to read back your own work and think it says what you meant. So, time permitting, as you say, I put what I've written away. Overnight if possible, but at least for an hour or so if I can. And when I return to it, I almost always find either a technical writing mistake or that I didn't really say what I thought it said!

MSCs: Please have a third party review your documentation! Shoppers can see where there are questions likely to be asked, incomplete or conflicting information, and so on!

@OHGuy wrote:

On the topic of confusing guidelines, can anyone tell me what the expectations are in the ordering section of the guidelines for Five Guys. The guidelines state that you need to wait for the crew member to suggest fries and a drink. It further states that you need to give them time to do so before adding them to your order. The implication is that you need to wait for the order to be totaled before adding the items yourself.

Well, what happens when the crew member states, "Anything else?" after you have ordered your sandwich. Do you say no, thereby prompting them to total the order before you recant and then say, "Oh, I changed my mind. I want fries and a drink also" Do you simply stare them down and say nothing? Or, do you add the items to the order at that point?

I have done many of these shops and 99 out of 100 times they do it correctly and ask if you want fries and a beverage. Today the crew member simply said, "Anything else?" I got lucky, he immediately proceeded to total my order. It got me to thinking though, how I would have proceeded if he had not prematurely totaled it. I think the guidelines are incomplete and confusing on this point. Any thoughts?

Honestly, I don't think there's anything confusing about this section of the guidelines. If they say, "Anything else?," you go ahead and order the fries and the drink. At that point, they've "failed" the "Would you like fries and a drink" test, so just proceed. Don't say, "No." If they simply don't say anything after you order your sandwich, wait until just before they finalize the order, then order them. I don't think I've ever had that happen in the years I've been doing Five Guys, but if it ever did, I'd just say, "Oh, wait, I'd like fries and a drink, too."

I have had many times where I say ib the report that the cashier asked anything else? before I added fries and a drink to the order. It has always been accepted without any issue.