Focus On The Positive

In our line of secret shopping work, it is sometimes hard to focus on the positive. If you ask any of our evaluators, they will tell you that they want the people shopped to do well. It doesn’t take any more or less time to do a good evaluation. What we do hear a lot is, “wow, that was a bad call.” It’s as easy as asking some basic information and questions, how well you can make all your calls good calls. Anyone can answer a phone, but can your employee “sell” a storage unit, or rent an apartment?

Some of the things we do to focus on the positive are; next to the “growth area” section of the evaluation form we have a “what worked well,” then we give certificates to those who score a certain percentage on their evaluation. We want these evaluations to be a learning experience, not a scolding. Hopefully, after receiving the completed evaluations, the managers review the evaluation with the employee. Then they can work on improving a few areas at a time.

We want to point out what an employee does correctly as well as correct a problem area. By using some more positives, your employees will feel less like they are being reprimanded for a low score.