Live and learning

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We needed a couple of things from the neighborhood office super store so we decided to take along our newly developed ‘in person mystery form’. We decided to make the form fairly general but with the basics of great customer service. After looking at our form and some brainstorming, we came up with a one page form that we think will encompass the idea of the mystery shop.

Total points available 100. We asked the questions in a manner that will let the shopper give points based on how the questions were executed. We went through a few rough drafts and finally came to a decision on the final form. So off to the store we went, excited with our new toy. We entered the store and the person standing near the door was speaking with someone and did not acknowledge us. There was another employee standing nearby that smiled but that was the extent of it. We grabbed a buggy (that’s a shopping cart anywhere but Florida) and started through the store. First, we went over to the technical department to pick up an item and then we wandered over to the pen section.

We were in the aisle and there was an employee there with one of those big stair things to stock the shelves up high. I accidentally ran my buggy in to the stair thing and said “sorry,” the employee grabbed the stair thing and attempted to move it out of my way but never said anything. Ok, we found the highlighters we wanted and the man with the stairs was gone. Then before we can leave the aisle another employee walks up and asks if we needed any help. We inquire about an item that we would like to buy and the associate tells us that it is only available online and that there is a computer over there by which we can order the item on.

On to the checkout lanes. The one lane they had open had one person waiting with a cart that was overflowing, looking to save a little time I ask the young lady at the service desk if we can check out there. She doesn’t seem to hear me (she has her back turned talking to the young man co-worker) so I ask again. She turns and says yah and starts to ring up the few items. She asks if we have one of their cards for “special” customers, we say no and she keeps on doing her thing at the register. We ask if they offer a credit card for corporate purchases and she says they are at the other register, the young man goes and gets it. We finish paying and on our way out the man at the door helps with the buggy and thanks us for coming in.

Overall experience 36/100. They had the capability but it didn’t show on this shop.

I felt a little guilty about maybe being too picky, but my colleague assured me that we weren’t being picky, just observant. The form served its purpose and we look forward to using the form again soon.

Natalie Thomas

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.