Getting The Employee's Name In A Mystery Shop (Ask The Coach)

Question: I recently did an apartment mystery shop during which the leasing agent did not give her name during the telephone portion of the shop nor during the on-site portion. I gave a good description of the agent in my report. Also, the agent was the only agent at that location.

However, my report is not being considered valid since I did not get the agent's name. I called the agent and left a message on her answering machine asking her to call me back with her first and last name. She did not call me back. Do you have any suggestions for how to get an agent to tell their name without leading her to suspect I am a mystery shopper?

Answer From Coach Melanie:

Technically the company is in the right to not consider the shop valid if they required a name. Some companies are more lenient and will accept a description, but obviously yours was not one of them.

There are many ways to get the name of someone you are shopping:

When on the phone, you can simply ask to whom you are speaking? Or when I come in to see you, whom should I ask for? Those are natural questions when you make an inquiry--I do it all the time even when it is not a shop.

You could also call another time and say "hi, is this Susan (although you have no idea who the person is)? This should get them to say, "no, this is Mary Smith".

In-person, you are usually asked to get the employee's business card as part of the shop and many companies won't count the shop as valid without it. This is an easy way to get the person's name even if it is not required.

You can also see if they are wearing a name tag, or have a name plate on their desk. To confirm that it is their desk when it is a name plate, say something or ask a question using that name. They will either respond or correct you with their proper one.

Calling back and asking them to leave you their first and last name was the same as saying "I'm a mystery shopper, and need your first and last name for my report", I am afraid. You blew your cover big time with that one. Next time, you'll do fine though I am sure.

Have a great day and happy shopping!

Taking the mystery out of professional mystery shopping--Melanie Jordan http://www.mysteryshoppercoach.com

Copyright 2005 Melanie R. Jordan E-Publishing