Feb 17 2009
Mystery shop - the announced audit Pt. 4
Some things to definitely avoid when performing an announced audit:
* Customers ALWAYS have the right of way. Make sure that you are not impeding business at the location. If any of them happen to ask you what you are doing, and some do, simply say that you are auditing the location. DO NOT use the term mystery shopping or the inevitable deluge of questions will distract you.
* Always act like the professional you are and this includes dressing the part. Do not show up in your favorite sweats - the dress code for audits is more business casual, but don’t forget comfortable shoes as you may be standing for long periods of time. For the most part these announced audits are part of an ongoing program and are performed monthly, semi-monthly, or quarterly. I have heard more horror stories from store management on previous mystery shoppers. One store that I recently visited confided in me that they almost had to call the police to eject a previous mystery shopper because the mystery shopper was being so obnoxious and rude to customers.
* Announced audits are generally detail oriented so don’t allow yourself to be distracted. Do not bring children, spouses, or pets even if you leave them in the car. Most of the time the instructions for announced audits specifically prohibit this anyway. At one of my recent audits the store manager confided that the last shopper had brought her child and left him in the car while she was performing the audit. He stated that she was so distracted checking on the child that she marked the store off incorrectly in several areas. Also make sure you are polite to the store staff, but don’t get distracted in conversation with them. You are there to do a job - not to make new friends.
* I shouldn’t even have to mention this one, but here goes. Prepare your equipment and check it before leaving for the audit. Make sure that you have a new/charged battery in your digital camera AND enough space on your memory card to take multiple shots of all of the required pictures. Make sure you have a backup pen and all of the paperwork you need organized and ready to go on your chosen clipboard. Make extra sure that you have read and understand all of the instructions for the shop. Some of the audit paperwork can be daunting in it’s length, but forge onward.
