Businesses across the country have discovered that people who are dissatisfied with their goods or services are not very likely to give a formal complaint. If someone dislikes the way they are treated, if the lines were way too long and the store was disorganized, the customer is more likely to simply go somewhere else the next time.
The businesses never receive a complaint, so they have no idea why they are losing business. Here is where the secret shopper comes in. The secret shopper is an individual hired by companies who pay the person to evaluate a business on any given day. The focus is on customer service.
The secret shopper is a freelance position in which the employee visits businesses posing as a regular everyday customer. Most of the businesses have a strong need for good customer service in order to be truly successful. A secret shopper will visit businesses like restaurants, retails stores and even movie theaters to name a few.
The visit is supposed to be as natural as possible and the employee should remain completely objective. The secret shopper completes a report after interacting with the business. The report should reflect the actual events as they occur. These reports need to center on observable behavior rather than what is inferred.
For example, the person filling out the report would write that the clerk rolled his eyes when he was asked to help the secret shopper find a particular item in the store. An inappropriate entry in this report would be to state that the clerk didn’t like his job or that the clerk was annoyed. The focus is on the actual behavior, not the emotion behind the behavior. This keeps the report objective and not quite so personal.
This may sound like a dream job for many of us. In fact, I thought it would be the best thing for me considering how much I like to shop. However, there are a few things to consider before filling out an application in hopes of becoming a secret shopper.
There are a lot of scams floating around out there, so be careful. Try to avoid any place that requires a fee. This is usually a red flag. There is a fee if you want to be a certified secret shopper, but it isn’t mandatory. Nevertheless, some companies won’t give you a second look if you don’t get certification.
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