angela1472 Wrote:
-------------------------------------------------------
> EddyLee, I'm sorry for the experience you had. I
> had something similar happen to me...(note I said
> similar, not the same). I was doing a shop and I
> got the Associate's name & a description. I got
> his name because he was wearing a nametag.
> However, after I was done with my report & had
> submitted it, I received an email from the editor
> asking me to clarify his name. So, I checked my
> shop report to make sure I didn't make a mistake &
> reported it back to them. The next day I received
> another email telling me that the name I had given
> wasn't working on the day I did my shop & the
> client refused to accept my shop! I was so
> pissed!! Maybe the associate had been wearing
> someone else's nametag because they forgot
> theirs?!? I don't know what exactly happened, and
> I probably never will. However, I didn't like the
> fact that they were implying that I had lied about
> the name & therefore refused my shop!
Ooooooooooooooooo
It seems to me that more and more employees are NOT wearing the correct name badges.
I believe if you do get the name and get a good description of the employee should be sufficient. If you are questioned later, give the facts, a shopper should not be penalized for an employee's mistake.

That's a pretty crappy thing to have happened. I would have argued it up the ladder. YOU are not responsible for whether the associate wore the right name tag. It could be as simple as he couldn't find his and took someone's just so he had one on. If a regional manager was stopping by, he might have been told to wear one just so it looked good. Or he might've worn the wrong one because some managers tip off their associates about when a shopper will be coming. Maybe it was a mind game. Whatever it was, with a physical description, they should've been able to narrow it down. Either the client or the company should've sucked it up and paid for it. Then the client could've reamed out the store for the employee having the wrong name tag.

This is also an excellent example of why to get more than they want. I *always* get the race, gender, age, height, weight, hair color/style/length, glasses or not, tats or not, etc. I'll also note what they were wearing. If they're too obtuse to figure it out by the physical description alone, most stores have cameras nowadays and can refer back to the video.

Sorry that happened to you!

angela1472 Wrote:
-------------------------------------------------------
> EddyLee, I'm sorry for the experience you had. I
> had something similar happen to me...(note I said
> similar, not the same). I was doing a shop and I
> got the Associate's name & a description. I got
> his name because he was wearing a nametag.
> However, after I was done with my report & had
> submitted it, I received an email from the editor
> asking me to clarify his name. So, I checked my
> shop report to make sure I didn't make a mistake &
> reported it back to them. The next day I received
> another email telling me that the name I had given
> wasn't working on the day I did my shop & the
> client refused to accept my shop! I was so
> pissed!! Maybe the associate had been wearing
> someone else's nametag because they forgot
> theirs?!? I don't know what exactly happened, and
> I probably never will. However, I didn't like the
> fact that they were implying that I had lied about
> the name & therefore refused my shop!

I beg to differ, I did a Hyatt checkin, and the clerk had the wrong name tag on. I always ask what is your name, and he told me the correct name, had I not asked, the report would not be accepted had they found out I put in the wrong name, even though it was his fault. I explored this, and the shopper is wrong
not giving the right name.....sad but true.

Irene_L.A. Wrote:
-------------------------------------------------------
> I beg to differ, I did a Hyatt checkin, and the
> clerk had the wrong name tag on. I always ask what
> is your name, and he told me the correct name, had
> I not asked, the report would not be accepted had
> they found out I put in the wrong name, even
> though it was his fault. I explored this, and the
> shopper is wrong
> not giving the right name.....sad but true.

The policy on such issues varies by company. It is not accurate to say that all Mystery Shopping companies would have the same policy. When providing poor service it is possible an employee with an incorrect name tag may not own up to their true identity.

I've been known to thank the associates by name, that usually gets a response and sometimes a correction. Sometimes I even turn my head upside down to garner the info from the name tags and thank them.

I'm sorry but I agree with EddyLee. No one is going to tell me that I'M responsible for the associate's mistakes, especially when they're intentionally misleading. A detailed description should be enough. They know the schedules of their employees and can verify the information that way. To deny because of an incorrect name tag comes across as an excuse to get out of paying for a shop that can be used, even if it's the client who's being unethical there.

The point of name tags is so we know what their names are without having to ask. It'd be redundant and ridiculous to expect us to ask everyone what their name is when wearing a name tag. It's one thing to thank the person by name at the end of the conversation but sometimes, based on the quality of the conversation or other situations such as being rushed, it isn't always possible to do it naturally without coming across as forced.

EddyLee Wrote:
-------------------------------------------------------
> Irene_L.A. Wrote:
> --------------------------------------------------
> -----
> > I beg to differ, I did a Hyatt checkin, and the
> > clerk had the wrong name tag on. I always ask
> what
> > is your name, and he told me the correct name,
> had
> > I not asked, the report would not be accepted
> had
> > they found out I put in the wrong name, even
> > though it was his fault. I explored this, and
> the
> > shopper is wrong
> > not giving the right name.....sad but true.
>
> The policy on such issues varies by company. It is
> not accurate to say that all Mystery Shopping
> companies would have the same policy. When
> providing poor service it is possible an employee
> with an incorrect name tag may not own up to their
> true identity.

Non-shop story about this issue. I walk into my regular gas station/convenience store where I know all the employees by name. While I'm checking out I started laughing and asked the guy why he was wearing one of the girl's name tags, not knowing the manager was in earshot. It became clear quickly that the manager required name tags, but since he was wearing one she didn't even notice it was the wrong one! BTW, his name was Dante and he had grabbed the name tag for "Shante." Wouldn't that have been fun had I been on a job.



Edited 1 time(s). Last edit at 12/18/2011 02:01PM by LisaSTL.

Intelli-shop really is something. What exactly, I don't know as of yet. I did a shop at a retailer last week where I had to look at HDTVs. Keep in mind that the salesman that approached me was the exact same one that I have shopped on 3 prior occasions, as well as in my regular shopping outside of MSing. The retailer doesn't give out business cards, so you have to know the salesman's name. So every time I encounter this guy, he gives his name as "Steve."

Turns out that according to Intelli-shop, the store says that they don't have a record of any "Steve" working at the store, so they give me an automatic "1" and disqualify me from the shop. Upon reading that, my first thoughts were "Gee, the guy tells me his name, I use it on prior reports without any issue, and now you say that this isn't correct?"

I'm debating whether to raise the issue with my scheduler. Its not a matter of the $$$ (very small compensation) yet more of the principal in questioning my integrity. While reading through a lot of negative posts on Intelli-shop, I kinda understand a shopper's disappointment with editors.

Raise that issue! Regardless of the amount they paid, you fulfilled your contract, you should be paid. Simple. As you said it is also a matter of your integrity which is far more valuable than any shop fee Intellishop offers

Seriously, if that name was accepted without issue 3 out of 4 times then somebody needs to be made aware of the problem.

@LisaSTL I agree. The situation really has me scratching my head and making me question what my role and activity levels will be with Intelli-shop next year. I've had a few weird things with editors this year, and I know which shops I would take and those that I wouldn't going forward into 2012. Having worked with them for 4 years, I've seen a pattern in which their editors are becoming just a little too nit-picky, in my opinion. The schedulers are good, but the editors? Dunno. The jury is still out on that assessment.

The issue should most definitely be pursued. Steve is a 'known' employee to you. You could provide detailed description sufficient to pinpoint which employee may be providing a fake name. The company could easily determine who was working on that date, at that time, who fits the description.

You did your job and should be paid.

I have known sales associates who used "fake" names. One reason is security, another reason may be that the associate forgot his name badge.
As long as the shopper is truthful and can provide a description, he/she should be paid. One aspect of secret shopping is to see if employees are following their employers' procedures.
Again, my motto is that there are dozens to MSC's to work with. If you are treated unfairly at one, there are others.

I'm curious to know how it's turned out for EddyLee. Did you hear back on the shop? Did they change the score and pay you for it?

Eric, I'd like to know the outcome of your situation, too. I certainly hope you pursue it. Integrity is EVERYTHING. Some in this industry do NOT have it. I'm not referring specifically to IntelliShop as my experience hasn't been such, but I know there are a few rotten apples who can and will ruin it for the bunch.

I started this thread and it took a while to find a resolution. However, the shop in question now has a score of 10 and I am being paid.

I can take a problem with any business if they are willing to take a look and resolve the issue in a fair manner. I am pleased that management dealt with the issue and considered the facts. I am happy to continue contracting with Intellishop, especially since they run my favorite shop.

Fantastic, EddyLee! So glad you persevered! Thanks for letting us know the outcome.