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MYSTERY SHOPPING GUIDE Ethos Consultancy’s Guide to Mystery Shopping Excellence 8/21/2011

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The profiles (under Edit Profiles and About Me on KT) include your contact information, demographic information (e.g., birthdate, gender, marital status, etc.) as well as specific things that Ethos Consultancy needs to match you to client requirements. The more details we have, the better chance of matching you to jobs. Always ensure your details are current and correct. Make sure you update your profile when:

Your email address or telephone number changes. If you do not inform us you may not receive shop offers, notices or updates.

Your family situation changes. Including your marital status, number of children, family income and other information.

You obtain new equipment. If you get a digital camera, video camera, digital voice recorder or scanner, some companies will want that information.

You learn a new language. There are mystery shopper jobs that require the ability to speak a language other than English.

You may also want to check and update your profiles when your employment situation changes, you get a new brand of car, start wearing glasses, etc. Update your profiles as soon as you possibly can.

Most people think of stores and restaurants when they think of mystery shopping clients. You know, “get paid to shop and eat.” There are many retail and restaurant chains that use mystery shopping, but it certainly does not stop there. Just about any organisation that has contact with the public may use secret shoppers. All kinds of retail stores use mystery shoppers, from small kiosks in

the mall to boutiques, specialty stores, outlet malls, giant department stores and discount stores. Likewise, many restaurants, ranging from fast food to fine dining, rely on secret shopping. Financial institutions, including banks, credit unions, brokerage houses, insurance companies and others are frequently shopped. Mystery shopper assignments might include inquiring about opening an account, actually opening an account, participating in a transaction (such as making a deposit or cashing a cheque), viewing a sales presentation, applying for a loan, or other types of transactions the organisation offers. Automotive shops might involve getting service on your car (such as an oil change) or shopping for a new or used car. Airlines, hotels, rental car companies and other travel services are mystery shopped, although these shops can be hard to come by. You may also see mystery shops available for movie theatres, bowling alleys, amusement parks and tourist attractions, as well as professional sporting events, such as football games. Health care providers, including doctors, hospitals and clinics, use mystery shopping services to evaluate customer service but not typically to judge the quality of medical care.

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Home services, such as carpet cleaning and maid service, have secret shopping programmes that may involve getting services or just an estimate. Other services you might be asked to evaluate include day care centres, salons and spas, florists, and delivery services. Online businesses use shoppers to evaluate the user-friendliness of their web sites and the service available online and via email. You can see from this list that the variety of mystery shops available is almost limitless. Of course, you will never have to do a shop that you do not want to do. You get to decide which shops you are willing to do. Secret shoppers may not disclose specific clients for whom they have shopped due to the confidentiality agreements you sign. However, it is acceptable to discuss the types of businesses that get mystery shopped. If you are ready for an adventure, mystery shopping has one waiting for you.

Whether you are a brand new or an experienced mystery shopper, proper preparation is a critical part of completing your assignments correctly. Download and review the job notes as soon as you receive the assignment. Even if you have done a particular shop many times, always read the notes and the actual questionnaire before doing the shop. Clients make changes from time to time.

Go through the job notes and questionnaire in advance to ensure you are familiar with what is required of you. If you have any questions, or you are unsure about any aspect of the mystery shop, then contact the Project Coordinator as detailed on the job notes.

After reviewing the job notes and questionnaire, you may discover requirements that make it impossible for you to do the shop. If you have to release an assignment, do it immediately, but only if you have a good reason. Ensure you fit the shopper profile e.g. Females are required when visiting the ladies section of a bank etc.

Once you are satisfied you can accept the job then you should set the visit date.

There may be things you have to do before going to the location, such as making a reservation or an appointment, or completing a telephone shop. Allow time to do these tasks before making the visit. Don’t take the form with you to do the mystery shop. Instead, make a tip sheet you can refer to during the shop to remember all the things you are to do. For example, it might be helpful to have reminders of which departments you are supposed to visit, the things you need to time and the employees for whom you need to get names. Put these details on your mobile phone or ensure you check them from notes discreetly

In some circumstances you will receive face-to-face training for a job. This might involve the client coming to our office to talk to shoppers, classroom training with other shoppers, or field training where you go into a business and conduct an actual shop or a test shop. Always ask questions if you are unsure about any aspect of the job.

One of the reasons a shop report may be rejected by the client is that the shopper went to the wrong location. That may be hard to believe, but it happens. Many large chains have locations that are very close to each other and if you do not verify the address, you could end up shopping the wrong place. That means the report will not be accepted and you will not be paid. As part of your preparation for the shop, here are a few things you can do to make sure you go to the correct location:

Read the Job Notes. All the information for the location of the shop is there.

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Go to the client company’s web site and look for a map of locations. Compare the address in your assignment to the locations on the site.

Use Google Maps or other online mapping systems to check the address. You can also get directions there, if you are going to an unfamiliar part of town.

Call the client location and ask where they are. The phone number is usually in the guidelines. If not, look it up online or in the telephone directory. Many shops require a pre-visit call, so that is a good time to ask for directions.

DON’T FORGET TO CHECK THE ADDRESS WHEN YOU GET TO THE LOCATION, TOO. LOOK FOR AN ADDRESS ON THE SIGN, BUILDING OR DOOR. Making the effort to verify the location before the shop takes very little time, but is an important part of doing your secret shopping assignments correctly.

It has been a long day, but you have arrived at the final location you are to mystery shop. You head toward the doors and . . . uh, oh. Is that a “Closed” sign you see? To avoid this problem in the future, take a minute or two to check the hours of business before heading out to do the shop. Even if you think you know their hours. I once had to reschedule a shop because I was certain a location was open later than it actually was. Checking first would have saved the need for an embarrassing email (“I’m sorry, but I am an idiot . . .”) to the Project Coordinator, asking if I could do the

shop the following day. Web sites often list the hours along with other location information, such as address, phone number, maps, etc. However, I would not trust the web site. Hours can change without the change making its way to the web site. The best way is to call the location. You may be required to make a phone call prior to your visit anyway, so use that as your opportunity to verify the exact location and hours of operation. It is also a good idea not to show up ten minutes before closing time. Many guidelines will specifically say that you are not to begin the shop within 30 to 60 minutes of closing. Even if that is not part of your instructions, showing up at closing time will not give an accurate and fair report.

So you know how to prepare for the next shop, but what should you do now, standing in front of a closed business? Obviously, you cannot complete the shop now. Your next move depends on the shop deadline. If you have more time to do the shop, plan to do it another day before the deadline. This may be inconvenient, and you may even have to make a special trip back, but showing up after closing time was your error. You are still responsible for completing the shop.

What if the shop had to be completed today? That was the case of the shop I messed up on. There was only one day to do it, and I missed it. I immediately went home and sent an email to the Project Coordinator, apologising profusely for my error. I asked if it would be possible to do the shop the following day, and said I would the do the shop in the morning and immediately submit the report.

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I was lucky. The Project Coordinator replied that it would be fine if I did the shop the next day. They had enough cushion built in that a one-day delay was not a problem, in this case. If she had said no, I would have apologised again and asked if there was anything I could do to make up for my mistake. Do not be afraid to grovel when you are in the wrong (as I was). Own your mistake. One good thing that came from this is that now I always check the hours before doing a shop. Learn from my mistake, and you will, too.

Most mystery shopper jobs require that you include several timings. These may include:

The time you arrived and the time you left

How long you were at the location before you were greeted by an employee

The time between placing an order and receiving it

How long it took to check out

And many others.

Timings are vitally important to the client. Many of their standards to relate to client service times. Customers want speed and efficiency, and clients need to know that they are meeting client expectations. The client may ask for timings rounded to the nearest minute, or they may want them down to the second. How can you get the specific timings needed to make your mystery shopper reports accurate and complete? Here are some of my favorite tips.

Wear a digital watch. Trying to discreetly get timings from an analog watch can be difficult. Use a digital watch with a display large enough to read at a glance. Make sure the display includes seconds, as well as the hour and minute.

Get a stopwatch with a lap timer. There are many small stopwatches that attach to your keychain or easily fit in your pocket. Many digital watches also include stopwatches. You want a lap timer so you can capture multiple timings. The way it works is that you tap a button each time you want to capture a time. Learn how your stopwatch works and practice with it so you can get timings without looking at the stopwatch.

Use your cell phone. Your cell phone may include a stopwatch. If you can use it without drawing attention, that may be an easy way to get timings.

Take notes during the shop. Be very careful about taking notes during a shop; however, if you are discreet, you can jot a few timings, names and other notes. Go to a closed restroom stall. Send yourself a text message. Jot a few notes on your shopping list or in your check register.

Back up your timings with a digital recorder. Record the shop so you can verify the timings you took during the shop visit. Do not rely solely on the recording—technology can fail. However, reviewing the recording can be a good way to double-check your timings.

Timings that do not add up will cause the editor to question your report. When you complete your report, check your timings against each other. For example, if you say you were at the location 32 minutes, but individual timings add up to 38 minutes, something is wrong.

Getting your timings right will make your reports valuable to mystery shopping companies and clients.

Human beings seem to have an aversion to quiet. Too often, we rush to fill up any silence with a stream of words. When you are mystery shopping, that can be a mistake.

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As mystery shoppers, we are there to observe and report, not to influence the outcome of the shop. One of the best ways to do that is by talking no more than is necessary. Obviously, we need to speak on mystery shops. There are questions that need to be asked or answered, and appropriate conversations to hold. Saying too little is almost as bad as saying too much. But saying too much can affect the outcome of the mystery shop. Here are some ways that talking too much on a mystery shop can make the shop go WRONG.

You say too much and cut off questions. Most of the time, salespeople are expected to ask questions

to determine a customer’s needs. That may be part of the report. If the mystery shopper starts off by saying, “I need to buy a birthday gift for my nephew. He’s nine and loves soccer. And I don’t want to spend more than $30,” they have eliminated several questions that the employee might ask.

You give too many details. Keep both your questions and answers short and to the point. When you need to ask for a receipt, simply say, “May I have a receipt?” Do not launch in to a long explanation of why you are asking for one. Too often, when secret shoppers think that something they must say or do on a shop will make them look like the shopper, they do something even more attention-getting to try to cover. Just act natural when talking with employees, and remember that real customers do some of the goofy stuff we are asked to do.

You lead the employee. Sometimes employees do not ask the questions or make the recommendations we expect based on the mystery shop guidelines. The temptation is there to ask about those things; however, if the employee is supposed to bring them up, you should wait for the employee to do so. For example, the report may ask if the salesperson told you about this month’s special offer. Asking if they have “any special deals if I buy today,” might lead them to tell you about the special, even if they would not have mentioned it without your question.

You are too knowledgeable. In most shops you are supposed to represent the typical customer. I have a background in life and health insurance. If I were evaluating an insurance agent, I would not let them know that I have years of experience in the industry and that I am a licensed agent. That would influence how they presented to me. Asking questions that a typical customer would not ask also makes you stand out. Be a blank slate, there to learn.

You use their jargon. The shop guidelines may use terminology that is specific to the industry or the client. Tossing around these terms by saying things such as, “I need to talk to a CSR about taking out a GR7 unsecured loan,” instantly marks you as something other than a typical customer. They may suspect that you are the mystery shopper, or they may fail to give you all of the information about the product, assuming that you are already very familiar with it.

You don’t let them talk. If a secret shopper keeps up a steady stream of chatter, the employee may not be able to ask questions, make suggestions, or otherwise say and do the things that are expected of them. Give them a chance to speak.

Remember that as a mystery shopper your job is to listen. Know your guidelines so that you ask the questions you need to ask and give appropriate answers to employees’ questions. Then be quiet and let them speak.

Most of the time mystery shoppers enter businesses as themselves. They use their real names (if any name at all) and they just act like normal customers. However, there are times when, as a mystery shopper, you may have to pretend to be someone you are not. It might mean posing as the mother of a toddler for whom you need daycare, a parent who needs an assisted living facility, as a bride-to-be, someone looking for an apartment or a new bank, a pet owner or any number of possible situations.

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Although it can be fun to act the part of someone else, it can also be a little scary. What if they ask a question and you are unsure how to answer? Or what if you forget what you told them earlier and give inconsistent information?

Here are some tips for keeping your facts straight when you are using a scenario on a mystery shop.

Know the guidelines inside and out. It is always important to study the guidelines, but it is especially

important when the shop includes a specific scenario you must follow. Are they certain answers they want you to give, or should you come up with your own answers? What is the objective of the shop? The shop objective may influence how you answer certain types of questions.

Ask your Project Coordinator for guidance. If you are unsure about how something should be handled, ask. Your Project Coordinator can tell you what other shoppers have done, and how the client wants the shop scenario presented. Do not be afraid to ask for advice.

Keep the scenario as close to the truth as you can. If you are to make up facts to present, use facts you can easily remember. For example, if you are doing a bridal shop, use the real facts of your wedding when answering questions from the bridal consultant, even if that wedding was 15 years ago. Or imagine someone you know who fits your imaginary scenario, and give the answers they might.

Keep your stories simple. The more elaborate they are, the more likely you are to get confused about the details. Also, the more elaborate the story the more unrealistic it sounds. Keep it simple.

Don’t stress over it. If you are stressed you will be memorable (a big mystery shopper no-no) and you are also more likely to make mistakes. Be prepared and you will be fine.

When the Ethos Consultancy gives you facts that you are to present in the scenario, learn them completely. The client may have a reason for wanting you to answer questions a certain way, so make sure you get it right. If you do make a mistake, get past it. Let’s say that you said your three-year-old’s name was Tom, and then you referred to him as Jerry. Oops. Don’t launch in to a big explanation. Just laugh it off and move on, “Oh, my brother’s name is Jerry. Guess I have him on my mind. Anyway…” Playing a scenario can be fun, but it requires preparation and, sometimes, the ability to think on your feet. Just think of it as improvisational acting, and enjoy yourself!

This question comes up a lot. Shoppers want to know if it is acceptable to take their children, spouse or friend along when they do a shop. Why not? After all, they often accompany you when you are not mystery shopping, right?

The main reason not to take anyone with you is that some clients and mystery shopping companies do not allow it. Their biggest concern is that having someone with you will distract you. Even if your three-year-old is the best behaved child in the world, having him there while you are doing an assignment will make it impossible to focus all of your attention on getting names, timing transactions, and all the other details you must manage on a mystery shop.

And you know that other people’s children are not as well-behaved as yours. I once saw a video mystery shop where the shopper had taken her young son along. Every time the sales person tried to speak, she was interrupted by the shopper saying, “Joshua, stop that,” or “Joshua, get over here,” or some similar order that Joshua completely ignored.

Later in the video, you could see Joshua running back and forth across the sales floor. Amazingly, the shopper actually submitted the video to the Ethos Consultancy. I can only imagine what happens on shops where there are written reports and no video.

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Even grown-ups are not immune from misbehavior on mystery shop. There are stories of companions announcing to the employees that they are there to mystery shop them, making inappropriate comments that give away the shopper, or doing things that interfere with the employees’ ability to do their jobs. Just by being there, though, they may be a distraction. If you are in conversation with your friend, you may miss important details that should be noted in your report.

Of cours, having a helpful companion can not only make it easier for you to do the shop, it can result in a better report. A knowledgeable partner can help you to provide a more detailed report to the client. But no matter how good your companion is, you should only take them with you when it is allowed by the Ethos Consultancy and their client. For example, many bank and financial shop guidelines say that you should not have anyone–child, spouse, and friend–with you.

On the other hand, many restaurant shops allow or even require you to have a partner. Pay attention to the guidelines to know if your companion must be another adult or if you may take your child, as well as how many people may accompany you. Some shops may limit you to two adults, while others allow for larger parties. (Remember that most reimbursements will only cover expenses for two people, even if you may take others along.)

The bottom line is that you should not assume that you may always have someone with you while you mystery shop. Always read the guidelines and, when in doubt, ask your Project Coordinator.

Even if a shop allows you to have a companion, never take someone who will be a distraction or may affect the integrity of the shop. Make sure your partner knows what he should do to help you produce a valid shop report.

There are times when you may have someone with you on a mystery shopping assignment. Although you may be required to do some shops alone, others allow, encourage or require you to have someone with you. This is most common in situations where real customers may have a spouse or friend with them, such as assignments that take you to restaurants, new homes, etc.

At times, both of you will be contracted and paid by the Ethos Consultancy. However, most of the time one person is the secret shopper and the other is along for the ride. If your companion is not an “official” mystery shopper, it is your responsibility to make sure that he or she knows what they need to do to help you get a complete and accurate evaluation—and they definitely need to know what not to do, so they do not affect the integrity of the shop. Your companion’s error could cause the shop report not to be accepted by the client. That means you would not be paid, and you might even be barred from future assignments.

Here is how to make sure anyone with you on a mystery shop knows exactly what to, and what not to do.

Start by choosing your companion wisely. If your best friend is prone to blurting things without

thinking, she is probably not a good choice. She is likely to give away the fact that you are the mystery shopper. Someone who is not good at following directions, or who may resent being told what to do, is also not a good choice.

Your companion must be someone who is willing and able to follow directions, and who will be discreet. They must understand that they cannot talk about the mystery shop with anyone else: before, during or after the shop.

Train your companion on the shop requirements. Restaurant shops often require that you take someone along. On most restaurant shops your companion would need to know if there are things that must be ordered (or that should not be ordered), if there is an amount of time you must spend in the restaurant, any limits on alcohol consumption and other requirements. They also need to understand that the server is required to suggest certain things (such as appetizers, coffee, dessert, etc.) and they should not ask for those items before the server has had an opportunity to make a suggestion.

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Because most shops require that you order different items, my husband and I usually plan our order before we get to the restaurant. If it is an unfamiliar place, we download the menu from the restaurant web site so we can study it ahead of time. That way we can focus on the observations and timings we need, and not trying to make up our minds about entrees.

For other types of shops, you may need to make sure your companion understands the scenario. For example, on a new home shop there may be required answers to questions about why you are in the market for a new home, your budget, how long before you expect to buy, etc. You need to be on the same page.

A retail shop may require that the salesperson explain the provisions and cost of the extended warranty plans to you. If you companion says something such as, “You don’t have to waste your time on that. Those things are rip-offs,” they may keep the employee from properly doing his job.

The best thing is usually for them to allow you to take the lead. That means in asking or responding to questions, deciding when it is time to go, paying, etc. If they are not comfortable allowing you to do so, they should not accompany you on mystery shops.

Let them know how they can help. Can they help you out by getting names? Checking the other rest

room? Counting the number of checkout lanes that are open? If there is something they can do to assist you with the shop, let them know what it is and how to do it.

Teach them about general mystery shopping procedures. It may seem silly to ask how late they are open on the weekend when you saw a large sign announcing the hours on the door. Or to ask about the sauce on the special when you know you are ordering something else. But these may be requirements of the shop. Advise your companion that they should not jump in with answers or comments or interrupt your conversations with staff, as you are doing your job.

Stress the importance of confidentiality. They are not to talk about mystery shopping, or discuss any aspect of the evaluation, while on the shop. That means they are also not to ask you questions in the middle of the shop about what they are allowed to buy or do.

And confidentiality extends to the next day at work, the family party or anywhere else. They should not talk about the specifics of the shop or the fact that you are a mystery shopper with anyone other than you.

All information is on a “need to know” basis. Do not offer more information about the client, the shop requirements or the report than your companion needs to know. They do not need to know every question that you will be answering or “how they did” on the shop. They definitely do not need to know how much you are being paid.

If you are allowed to take your children on shops, you may want to keep them completely in the dark. Small children have been known to let secrets slip, and the fact that Mommy is doing a mystery shop is a big, juicy secret. Prepare your companion effectively to guarantee that your shop goes smoothly.

Have you ever done a mystery shop where you had to pretend to be something or someone you are not?

Most mystery shops do not require a specific scenario. You simply visit the business and act like a customer. For example, you go to a restaurant and order a meal, get your hair cut at a salon, or make a small purchase at a retail store. There may be questions you are to ask, or specific items you are to buy, but there is not a detailed scenario.

However, there are shops where as the shopper you must:

Pretend that you are getting married and need to buy a gown, or a ring.

Present yourself as someone who is looking to invest $400,000.

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Say that you are looking for day care for your children or elder care for a parent.

Act like you are looking for a new house or apartment.

Be able to appear knowledgeable about hunting, motorcycles, art or other subjects.

Represent yourself as a member of a profession, such as an interior designer.

Give the impression that you are pregnant.

Be willing to hide your knowledge of technology, financial matters or other subjects. The important part is not that you actually are what you claim to be during the shop, but that you can realistically present yourself that way. You can do a shop where you claim to have $400,000 to invest even if you don’t even have $400, as long as you come across as someone who would have $400,000. If the scenario you are asked to use is not your real-life situation, you will need to do a little acting and a lot of preparation. Pretending like this is not dishonest–you are not doing it to deceive anyone, only to do the evaluation. It is simply a form of acting, and you will probably enjoy those occasions when you get to play-act a situation.

Here are some tips for performing scenarios that require you to present yourself as someone or something you are not.

Read the shop guidelines carefully. The Ethos Consultancy may offer suggestions regarding what you

should say about your reasons for visiting the business and they may also suggest answers to typical questions asked by the employee. For example, why are you looking for an apartment?

Anticipate the follow-up questions the employee may ask. One shopper said she was shopping a bridal store and, because she is not married, she hadn’t thought of answers to the questions such as the name of her fiancé, the wedding date, where they were going on their honeymoon, how many attendants she would have and what color they were wearing, etc.

When possible, you should keep your scenario as close to your reality as possible. In the bridal situation, if you are married you may be able to use the details of your own wedding to answer any questions. (You should also remove your wedding ring before doing the shop.)

Dress appropriately. If you are a wealthy investor or a business professional, dress in business attire. If you will be trying on wedding gowns, wear clothes that are easy to get in and out of, and don’t forget clean underwear (without holes, please!)

Don’t give answers that will send up red flags. If you are asked where your $400,000 is currently invested and you say, “At my credit union,” that is not a good answer. No one has $400,000 in a credit union.

Don’t make your answers too detailed. First of all, you are more likely to get tripped up trying to remember all of those details. Also, the more unasked-for details you volunteer, the fishier your story sounds. If you ask your kids a simple question and get a five-minute answer, does that get your spidey-senses tingling?

If you are not sure of the answers you should give, consult with your Project Coordinator. The Project Coordinator can tell you if there are things you should or should not say. There are times when you will need to conceal your knowledge of a subject so that the employee thoroughly explains your options or how something works. For example, you might be asked to pretend that you know nothing about cell phones and are looking for your first phone, even though you are intimately familiar with every phone and every calling plan available. Act dumb when you have to. Don’t be nervous. Shops involving a scenario can be lots of fun, as you get to be an actor for the day.

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When mystery shoppers submit reports they are submitted to mystery shopping companies, they are reviewed by editors. The editors not only make sure the reports are perfect before releasing them to the clients; they may also score the mystery shopper. Most companies that rate or grade secret shoppers use a scale of 1 to 10, where 10 is outstanding and 1 is for shoppers who ought to start thinking about a new profession.

If you want to be a top-rated shopper, there are a few simple steps that can get you there. Here is how you can be a perfect 10.

Review the guidelines, report forms and other materials before the shop. Prepare so you can perform

the shop correctly and collect all of the information you will need for the report. Things to watch for include making sure you go to the right location on the right day and at the right time, making any required purchases, asking the correct questions and any requirements specific to the shop assignment.

Ask questions before the visit. If anything is unclear, ask. Contact your Project Coordinator as soon as possible with any questions so you will know exactly what to do on the shop visit.

Get to know the client. Visit their website to become familiar with their business and learn about their products or menu items.

Do the report immediately after the shop. Your memory of the shop visit will be fresh and your report will be more accurate and complete.

Answer every question on the report as accurately as possible. Take extra care to make sure timings are correct.

Include all required comments and narratives, and make sure they are consistent with the answers to the questions. Are they in the proper sections (e.g., comments on cleanliness in the section on cleanliness, etc.)?

When the Ethos Consultancy provides a style guide, follow it. For example, they may specify that you capitalise the names of products or that you put two spaces after a period.

Verify that your comments are objective and not opinions. Is the tone constructive and helpful and not overly-critical?

Carefully proofread your comments for proper spelling, grammar and punctuation.

Submit any required documentation, such as receipts, business cards, etc.

Get your report in before the deadline. Many companies deduct points for late reports.

Sweat the small stuff as well as the big stuff to make your mystery shopper reports the best they can be. That will get you high scores from editors and lead to more and better mystery shopper jobs.

When writing mystery shop reports, there are some words and phrases that are like kryptonite to editors. Although each situation is unique, and there may be times when it is appropriate to use one or more of these words and phrases, you should generally avoid them.

Always and Never. These are extreme words that are probably not true. They may cause clients to

question the report if they are used in a negative way (e.g., “Sally never smiled.”)

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Appeared and Seemed. “The floor appeared to be clean.” Well? Was it clean or wasn’t it?

Better Than and Worse Than. You should avoid comparisons in mystery shop reports, such as, “The food is better at Joe’s Diner.” This also goes for other comparisons, such as, “The service was slower than usual.”

Disgusting and Horrible. These words are not only negative and highly emotional, they are vague. What is “horrible service”? Instead of using vague language to characterise what happened, describe what actually happened.

Should. Tell what you observed, not what they should do about it. Sentences such as, “The staff need training in customer service,” should not be in your report.

I Think, I Feel and I Believe. If you are using these phrases, you are inserting your opinions into reports. Mystery shop reports should be objective, and your opinions do not belong there. “I think it was very rude of Jim to ignore me and talk to his fellow employee,” should not be in your report. What should you write instead? “Jim was talking to another employee and did not acknowledge me,” or something similar that describes what happened and not how you felt about it.

Very, Really and So. Saying that the wait was long is not specific. Saying it was “very long” doesn’t add any understanding. Be specific. “There were five people ahead of me in line and it was six minutes and eight seconds before I reached the cashier.”

About and Approximately. More vague language. “There were about six people behind the counter.” Were there six people, five, twenty or fifty? Be specific.

Use specific, objective language in your mystery shop reports to communicate exactly what occurred during your visit.

The most time-consuming part of most mystery shops is writing the reports. Saving time on report writing (while still doing a great job, of course) means that you make more money in less time.

Here are seven things you can do to write great mystery shop reports in less time.

Assemble everything you will need to do the report before you sit down at the computer. Get

receipts, notes, business cards, guidelines, etc. together in one place so you do not have to keep running off to get something else you need.

Eliminate any distractions. Turn off the television, don’t answer the phone, and tell the kids not to disturb you unless there is blood.

When you are doing several reports at once, group some tasks together. For example, scan all of your receipts and save them, instead of scanning each one as you start the report. (Do not try to write multiple reports at the same time, though. That will end up being a confusing mess.)

Do a quick review of the guidelines to make sure you include everything that is required in your report. You don’t necessarily have to read every word at this time. For example, I often go through the guidelines before the shop, highlighter in hand, and highlight anything especially important or unique about that shop. Scanning those highlighted portions before doing the report reminds me of what is needed.

Go through your notes from the shop and enter your yes/no answers, timings and other quick facts on your printout of the questionnaire. Highlighting any ‘no’ answers is also a good idea, as you are usually required to comment on those. Highlighting them means you will not forget.

Do you struggle with spelling? Keep a list of the words that give you a hard time next to your computer. Some commonly-confused words will not be caught by spell check (Is it ‘lose’ or ‘loose’?)

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and having a quick reference means you get it right without pulling out the dictionary or doing an online search. There are also terms that the report spell check will question, even if you spelled them right. Having the correct spelling on hand makes it easy to confirm. These printable lists of commonly misspelled words http://www.mysteryshoppersmanual.com/spelling-tips-for-mystery-shoppers and restaurant mystery shop terms http://www.mysteryshoppersmanual.com/spelling-tips-for-restaurant-mystery-shop-reports can be a good start.

Save your work frequently. It is so frustrating to enter a long narrative, then accidentally move your hand across the touchpad and be taken to the next page without saving what you just wrote. I know. It has happened to me. Save your work often to avoid having to re-do big sections of your report.

And this bonus tip: Do your reports as soon as possible after the shop visit. When the details are fresh in your mind it is easier to write the report.

Do you like to get form letters? You know, those letters where they try to sound personal, but you can tell the same letter went to thousands of other people? Most people hate form letters; however, many mystery shoppers like to submit “form reports.” By that I mean reports that all read alike, and appear that they could be submitted for just about any shop assignment by changing a few details. Each mystery shop experience is unique, and your reports should reflect that uniqueness. When a client receives a batch of mystery shop reports that are nearly identical, they may start to wonder if there is truly any value in mystery shopping. And companies that receive cookie-cutter reports from a shopper may wonder if the shopper really did the assignment, or if they are simply recycling old reports.

Here are some tips to make your reports accurately reflect what happened during your shop visit while adding variety and interest to your reports—and also making it less likely that your reports will be questioned by Ethos Consultancy or the client.

Never copy and paste. It may be tempting, when you have just done three shops at different locations

of the same client, to copy and paste comments from one report to the next, then change the names and other identifying details. Doing so, however, means that you have not given an accurate description of what happened. Even when shop visits are very similar, they are not identical. Take the time to write every word of each report.

Comment on different issues. Of course, when you answer “no” to any question you must make a comment. You should also be commenting on some of the “yes” answers to give a full picture of your experience. Instead of writing comments on exactly the same questions each time, mix it up a bit based on what was most important or memorable about each visit.

Be specific. Instead of saying that the employee was “helpful,” describe what she did to help you. Reports filled with platitudes such as “friendly and helpful,” “polite,” “welcoming” and “courteous” all start to sound alike. (The same goes for negatives, such as “rude” or “unfriendly.”) Instead of vague terms that do not tell the client what happened, describe what the employee did.

Include relevant details. By getting down to the nitty-gritty details, you are guaranteed to have unique comments. Can you quote exactly what greeting the employee used? Which products did the salesperson recommend? Including the details makes your report more useful to the client as well as helping you to make it unique.

Put in the effort to make your reports accurately reflect your experience and give clients the feeling they were there with you on your shop visit.

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It is hard to make my reports unique. There are only so many ways that you can say what happened during a mystery shop. There is a very simple way to make your reports interesting and unique and it doesn’t involve using a list of adjectives. Every mystery shopper has fallen into the trap of saying things such as:

Anne made me feel welcome.

Jeff was polite and helpful.

The hostess was warm and friendly.

Our server was knowledgeable. The folks looking for lists of words are looking for other ways to say these things. “What can I say instead of ‘polite and helpful’? ‘Courteous and accommodating’?” Instead of pulling out the thesaurus, make your reports unique by describing exactly what the employee said and did.

Here are some examples of what you might say in reports:

As I approached the counter, Maria smiled and said, “Welcome to Burgertown! May I take your order?”

I asked Melody if the Caesar Salad came with anchovies. She said I could get a Caesar Salad with or without anchovies.

Gary asked if I was ready to check out and walked me to the cash register.

Donna saw that I had three items in my hands. She picked up a basket and offered it to me saying, “Let me help you with those.”

John asked if I would like to purchase an extended warranty and told me the price would be $49 for one year.

The details will make your report shine. Quote exactly what the employee said, if you can.

Describe something the employee did that made you feel valued as a customer, rather than simply saying that the employee made you feel valued.

On a food delivery shop, the delivery person heard me call my dog by name. When she left she thanked me by name and said goodbye to my dog, using the dog’s name. I didn’t have to say anything about her being “nice” or “friendly” or some other vague term. Just telling what she did got the point across.

When you objectively tell the story of what happened during your mystery shopper visit you have no need for a list of words—you will naturally describe exactly what happened.

You’ve just completed and submitted your shop… now you get a notice saying your report has been REJECTED… WHY did it happen to YOU?

Everyone runs the risk of making a mistake at some point during their shop, whether you’re a newbie, or the most seasoned mystery shopper. Depending on the nature of your error, it can be nothing more than an email informing you of your error. But in those cases where the error was crucial, it can result in your shop and report being rejected by either the client or Ethos Consultancy. The word REJECTION isn’t pleasant in any case, and the fallout can be detrimental to you as a person, as well as a mystery shopper.

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Shoppers sometimes overlook a part of the shop criteria crucial for the shop… failure to order the right menu items, failure to ask for specific product, failure to spend the required amount, or failure to visit the required departments. The list goes on and on. When I get a report rejection from the Quality Control department, our editors read through the report to make sure the rejection is justified before sending the notice to the shopper.

While no one intentionally makes errors that result in a rejection, the results can be devastating to the shopper, Ethos Consultancy, AND the client. For YOU the shopper, you run the risk of spending a potentially large sum of money on dinner, a hotel room, groceries, or an oil change.

When your report gets rejected, you are out that money, as well as your time, because you skimmed and overlooked specific shop criteria, or perhaps thought, “Oh, that’s not important.”

It’s natural to want to fight or refute a rejection of any kind, and mystery shops are no exception. Unfortunately in the majority of cases, it was the Mystery Shopper’s own doing by failing to thoroughly read and understand the shop criteria BEFORE embarking on the shop. So as a mystery shopper, what can YOU do to help your cause? I cannot emphasize enough the importance of carefully reading ALL SHOPPER INSTRUCTIONS prior to doing your shop. Even if you have done a particular shop 100 times before, things change… shop times, shop dates, purchase requirements, spending requirements, etc., etc., etc.. Don’t take anything for granted and stick to the rules, they’re there for a reason. Many mystery shopping companies allow you to PRINT/PREVIEW your instructions and questionnaires. When I do a shop, the minimum I do is print out the instructions for reference. I then make notes on the CRUCIAL CRITERIA to look out for. It is also VERY important to submit your shop information AS SOON AS POSSIBLE while the information is still fresh in your mind. This will significantly increase the accuracy of your information. Timeliness is also crucial as the client requires your information while it’s still relevant.

When you submit a mystery shopper report, it will be reviewed by an editor. The editor will review the report for proper spelling, grammar and punctuation, but there is much more to an editor’s job than proofreading reports.

Here are some of the issues an editor has to consider when examining a secret shopping report.

Did the secret shopper complete the shop during the required time frame? Mystery shopper jobs may

have to be completed on a specific day, or during a range of dates. For example, the shop guidelines may say that the shop is to be completed between the 1st and the 8th, and it must not be done on a Saturday. There may be a time of day specified (e.g., before 4:00 p.m.) or the guidelines may say that the shop may be done any time the business is open, except the 30 minutes after they open and one hour prior to closing time.

Did the shopper follow the correct scenario? That may include completing parts of the shop in the order specified by the client, presenting a specific situation to the employee (such as, “I am looking for a car that will carry at least five people comfortably.”) or asking a required knowledge question.

Did the mystery shopper follow all of the shop guidelines? There are many other guidelines in addition to completing the shop at the right time and following the scenario. These things might include spending at least a certain amount of time at the location, purchasing specified items, etc.

Is the mystery shop report complete? Did the shopper answer all of the questions, and provide all required comments?

Does the report make sense? You might be surprised how often a shopper will answer a question one way and give the opposite information in the comments. For example, a secret shopper may say, “Yes,” to the question, “Were you greeted within 30 seconds?” but then in the comments say, “Sherry greeted me 1 minute and 28 seconds after I arrived.” Huh?

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Are the comments clear? Do they make sense, or is it not clear exactly what happened?

Were all required documents included? Mystery shops may require that the shopper submit a receipt, digital photos, business card or other documentation. The shop report is not complete without them.

If the editor has any questions about the information in the report, they will contact the shopper for clarification. When an editor asks you a question about a report, get the answer back to them quickly. They need to release the report to the client as soon as possible.

And, of course, the editor looks for correct writing—spelling, grammar and punctuation. That also means making sure the report follows the style guide established by the Ethos Consultancy. Style guides ensure that reports are consistent in areas where grammar rules are not black and white. For example, some mystery shopping companies want shoppers to use one space after a period, and others want two. Neither is incorrect, it is just a matter of style. (If an Ethos Consultancy has a style they want you to follow, they will probably tell you in the guidelines or on their website.)

Editors may also assign a grade to each report. Grades are often given on a scale of one to ten, with ten being the top score. Points are taken off for errors and omissions in the report.

Editors share information (through scores and notes) with Project Coordinators. The quality of your reports will influence your ability to get future assignments. Make the editor’s job easy by submitting an excellent report and you will be in line to receive the best mystery shopper jobs.

You always do your best as a mystery shopper…until that one day. Maybe you didn’t get an important bit of information for the shop, or you went on the wrong day, or at the wrong time or to the wrong place. Or you completely forgot to do the shop. Dumb mistakes? Yeah, but every shopper has probably made a dumb mistake or two somewhere along the line. So what do you do now that you have really messed up on a shop? Some mystery shopping companies have a “one strike and you’re out” rule, and if you make a major mistake that would cause the client to reject the shop report, they will deactivate your account. Others will consider your history with them and other factors. Even the companies that will automatically deactivate you may reconsider if you take the right approach. When you realise you goofed up, fess up and apologise. I once missed doing a shop on the required day because I didn’t realise that location closed earlier than others, and I got there too late. Dumb mistake—I should have verified the hours when I was planning the shop. As soon as I got home, I emailed my Project Coordinator and told her what had happened. I didn’t know if there was any flexibility in the deadline, but I told the coordinator I would do the shop first thing the next day and immediately submit the report, if that was acceptable. She said that would be fine, and I was able to complete the shop and submit the report. Whew! No harm, no foul, as it turned out. Many times (but not always) the company has a little “fluff” built in to the deadline. Don’t count on it, but it could save you in case of an emergency or a dumb mistake. Offer to do the shop on the day of their choosing. That may be the next day, or it may be another day if they are coordinating with other shopper visits. And what if that is not acceptable? Apologise again and ask what you can do to make up for your error. You caused the Project Coordinator extra work, and may have caused lots of problems for the Ethos Consultancy. If you have a history with that company, remind them that you have always been reliable in the past, and this was a one-time occurrence. Many companies will not want to lose a good shopper over one mistake, even a big one. What if you don’t have a history with them, or maybe with anyone? Impress upon them that you understand the seriousness of messing up a shop, and that it wasn’t because you took your assignment lightly. The fact is that there are a lot of shoppers who do not care about doing a good job—the “flake rate” for mystery shops averages about 25%—and you do not want to be lumped in with them.

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If you are sincere in your dealings with the Ethos Consultancy, all may be forgiven. If not, well, there are lots of other companies out there. Just don’t make that mistake again! Once was enough for me to learn my lesson and make sure I verified all the location information before the shop. If you haven’t made one of these big mistakes, learn from my experience and don’t blow a shop–ever!

Question from a Mystery Shopper:

I just completed a secret shop, but I have forgotten the name of the employee who assisted me. The report requires the name. What can I do?

Whenever there is a problem in completing a report, one option is to contact your Project Coordinator and ask what you should do. For example, they may be able to accept a description of the employee instead of the name. You may be able to salvage this situation on your own, though. If you did get the name, but just cannot remember it, make an attempt to recall how you got the name. Was the employee wearing a name tag? Did she introduce herself? Did you overhear another employee call her by name? The more you can recall about how you got the name, the more likely you are to remember the name. Still don’t have it? It may be possible to call the location and get the name. This requires some finesse. Do not call and say, “I was in earlier today to mystery shop you and I can’t remember the name of the person who helped me. Who is the blonde woman who was working in the shoe department at 2 o’clock?” First of all, you should never identify yourself as the mystery shopper, even over the telephone. Secondly, they may lie and give you the wrong name, just to mess with the mystery shopper. One solution might be to call back with an additional question about your transaction or about the products you were shown. Even though you have completed the shop, do not come up with an outrageous story that will make you memorable or cause them to identify you as the mystery shopper. You might want to shop there again some time. You might say something such as, “The sales person I talked to was telling me you may have some new styles in next week, and I wanted to ask a couple of other questions. Is she there now?” Or you could ask about something you think you may have left behind (which of course you did not). Giving them a brief description of the sales person might cause them to say, “Oh, that was Laura. She is on break now. Would you like her to call you back?” and you have the name you need. You could even get lucky. If you call back shortly after the shop, the person who helped you may answer the phone and give her name. In that case, you do not even have to mention that you were in earlier because you already have your answer. You can ask a question about their hours, or just say you have the wrong number. When in doubt, though, ask your Project Coordinator how the situation should be handled. They have heard this question before, and they can tell you what they and the client want you to do.

Question from a Mystery Shopper:

“I have been doing mystery shops at the same location of a store once a month for several months now. I think they have figured out that I am the mystery shopper. What should I do?”

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First of all, they may not have figured out that you are the mystery shopper. You may be misinterpreting a look or a comment, or you may just be a little paranoid! ;o) You may have heard employees say that they can always spot the mystery shopper. Don’t believe it! Often, the things they pick up on are not things a secret shopper would do, such as being difficult or causing a scene. Here are some questions to ask yourself to determine if you really have been spotted as the secret shopper, and what to do if you believe you were. Were you doing anything that would give you away? Were you openly taking notes, or could you be overheard recording a voice message or talking with a companion about the shop? Did you have the shop report form with you and pull it out during the shop? Were you obvious about making observations, such as staring at name tags? Is the scenario one that might tip them off that you are the mystery shopper? Even if you believe the scenario makes it obvious that you are the secret shopper, most do not. Real customers do weirder things than we are asked to do. However, there are some scenarios that seem to push the limits. If you have to go to six different departments and ask questions in each one, then ask to use the rest room, and then get the names of four additional employees…well, you can see that there might be a problem pulling that one off. And sometimes a scenario that works in one location makes you seem out of place at another. For example, I used to do some shops where I was required to spend at least 30 minutes in the store. Most of the time that was easy, but there were some smaller locations where spending 30 minutes meant wandering around or backtracking in ways that a normal customer might not. It was do-able, but it took effort not to draw attention. Were you unprepared? If you have not studied the shop guidelines and scenario, you may forget to do things and have to go back to talk to an employee again, or immediately return to the location to check something you missed. That will make you stand out, and may cause them to think that you are the secret shopper. Have you done this shop, at this location, several times? They may have identified you after receiving an earlier report. They can pull transactions and even look at surveillance video to figure out who the secret shopper is. Of course, most places do not do this, but it can happen. If you truly believe that you were identified as the shopper, you should let your Project Coordinator know. If the cause was the required scenario, give the Project Coordinator that feedback. Remember, though, that the client decides what the shop guidelines and scenario will be, not the Ethos Consultancy. Something else to consider if you think you were identified as the shopper: How did they do on the report? If, even after you think they figured out they were being mystery shopped, they did a lousy job, and then they do not know that you are the mystery shopper or they don’t care. Either way, it does not appear the integrity of the shop was affected.

Same Employee, Different Location Have you ever had this happen? You are mystery shopping more than one location of the same business, and one of the employees from a place you shopped earlier turns up at another location. Oops. What can you do? Many businesses have “floating” employees who work at more than one branch or store. This happens in banking, retail, property management (apartments), and other businesses. Sometimes floaters have a regular schedule that moves them from place to place, and other times they may be filling in for an employee who is ill or on vacation or when a location is otherwise short-staffed. I used to shop a lot of grocery stores, and often did two or three in one trip. One day, a manager was at both of the stores I shopped. Fortunately, I saw him before he saw me, and the store was big enough that I was able to avoid him for the rest of my visit. However, there are times that isn’t possible. In some situations, it may not matter that you are visiting more than one location of the same business, especially if some time has passed between visits. However, if the visits are close together time-wise, or far apart geographically, it may look odd. As mystery shoppers, we want to be very careful about not drawing attention.

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Do you think it would have looked odd if that grocery store manager had seen me buying groceries, half an hour after he had seen me at another store? Um, yeah, that seems a little strange. However, if you happen to run into the same employee at another bank branch several days later, that might not send up any red flags at all. (Of course, if you are there to set up an account, or the branches are far apart, it might.) Have a cover story ready. Make it credible, and do not be afraid to seem a little dumb. Playing dumb is a mystery shopper’s secret weapon. When they ask why you are in another branch of the same bank asking about their investment account options, you might act like you didn’t realise it was the same bank. Of course, at that point you will probably have to abort the shop and either do it another day or contact your Project Coordinator to see if they would prefer to send someone else now that you may have made yourself memorable. If you regularly mystery shop in places that are far from your home and far from each other, be prepared to explain why you are there. Keep it simple, such as your work or school being nearby, or that you are visiting a friend or family member. Do not give too many details in your cover story. If an employee asks, “Didn’t I just see you at our Midtown location?” do not give a long story about why you were at two different stores. A simple explanation, such as, “I can’t believe I forgot to . . .,” is all you need. Looking a little scatterbrained is better than looking like a mystery shopper. Of course, at times there is just no way around it. You will have no choice but to abandon the shop and contact your Project Coordinator. Do so immediately, so the Project Coordinator can decide what action to take.

On a mystery shopper job, there are dozens of details and vital bits of information that need to be collected in order to complete an accurate report. On some shops, it may be possible to make notes or use a digital recorder to capture the shop. However, no matter what, a good memory is an important asset to a mystery shopper. Although tools such as digital recorders are useful, they are not infallible. Batteries die, switches get turned off, or other sounds interfere with what you want to hear on the recording. Recorders should be thought of as backup, not your primary means of getting and recalling the data needed for your reports. And because there are times when it is difficult or impossible to make notes without being observed it is critical to develop a good memory.

Here are some tips on developing memory skills that will not fail you:

Use visualisations. You have heard the term “photographic memory,” right? By making the effort to remember what something looked like, you may be able to recall the details you need. For example, use your memory to “take a picture” of the name sign at the bank teller’s window, and you will be able to recall the teller’s name by “reading” it from your memory. Or visualising how your food looked when it was served will make it easier to describe the appearance in your report. To take a mental picture, look at what you want to remember and make a conscious effort to remember it exactly. Too often, we look at things without really seeing them. Take a few seconds to etch the memory in your brain and you will be able to recall the image in graphic detail.

Use sounds. Creating a rhythm or melody associated with words you want to remember can help bring them to mind quickly. When you want to recall exactly what greeting the cashier used, set it to music in your head. The music will make it easier to remember. Likewise, if you need to remember a list of items or fact, silently run them through your brain to create a rhythm. Some people create a rap or rhyme to help them remember multiple items.

Use associations. Associating new information with information already in your brain can make it easier to recall the new information. For example, if you need to remember the name of the salesperson, think of someone you know with the same name.

Each of these methods work, but you may find that some work better than others for you. You may be very strong with visuals and less so with associations, for example. Use the methods that work best for you, but keep in mind that you can improve your success with each of these by practicing. Even when you are not mystery

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shopping, make an effort to recall things such as names, times, and other details often requested on mystery shopper reports using these memory techniques or others that work for you.

Many mystery shopping assignments require that you submit a receipt. The receipt verifies that you were at the location and when you were there, as well as how much you spent. Ethos Consultancy will state in the shop guidelines how they prefer to have receipts submitted to them. These days, most prefer to receive them electronically. They may ask that you upload an image of the receipt when you complete your report, or that you send the image as an email attachment.

Of course, you should always follow any guidelines you are given by the Ethos Consultancy. If they say to use certain settings when you scan a receipt, or to keep the file size below a specified limit, do so. Also follow their guidelines regarding how they prefer to receive receipts and other documentation. Here are some general guidelines and tips for submitting receipts. General – Put your name on the receipt, or attach it to a piece of paper with your name on it. This is especially important if you are mailing or faxing your receipt. Or you can attach your business card.

Keep your original receipt for at least 60 – 90 days, in case the Ethos Consultancy requests it. Keep the digital copy as long as you keep other tax records and receipts. If you must send the original receipt to the Ethos Consultancy, always keep a copy, either a photocopy or a scan. Scanning receipts – When you scan a receipt, set the resolution to 150 – 300 dpi. The receipt may have to be printed, and a lower resolution may not give the quality needed to make a readable printout of the receipt. When the printing on the receipt is light, you may be able to make adjustments to the image to make it easier to read. Your scanner may have software that allows you to adjust the contrast, or you can use image editing software. Cropping the image may reduce the file size. A larger file not only takes longer to send, it takes up more space on your hard drive.

Give the file a name that makes sense. Do not name it receipt.jpg. A better way is to name it with the client name and location, and the date. bigbox_jacksonms_021609.jpg. That is a long, but descriptive, file name that tells exactly what is in the file.

When you email receipts, do it as soon as you have submitted your report. Do not wait even 24 hours. Do it immediately. Digital photos – Another way to create a digital image of a receipt is to take a digital photo of it. The suggestions for scanning apply here as well. When taking the photo, keep the receipt as flat as you can. Avoid using the flash, if possible, as it may cause glare that will make the receipt hard to read. Faxing receipts – Always tape cash register receipts to a piece of paper before faxing. Narrow receipts can get jammed in the fax machine and destroyed. Mailing receipts – If you have no way of submitting receipts electronically, the Ethos Consultancy may accept a mailed receipt. You will also have to mail receipts if the company requires that you submit the original. Always mail receipts promptly. They cannot bill the client or pay you until they have the receipt. Your mystery shopping assignment is not complete until you have submitted all required documentation including, in most cases, a receipt.

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If you have been mystery shopping for a while, you know that it is hard work. Keeping track of all of your assignments, making sure everything gets done on time, remembering all of the details needed for your reports and, oh, writing those reports.

Keeping a full-time mystery shopping schedule, or even a heavy part-time schedule, can lead to

burnout. When burnout happens, some secret shoppers quit completely and never return to mystery shopping. A better course of action is to take steps to prevent burnout from happening in the first place.

Most importantly, always stay in control of your time. Decide how much time you want to spend doing mystery shopper jobs, and limit yourself to the number of jobs you can complete in that time. Although you may choose to make the occasional exception for a really special opportunity or to help a favorite Project Coordinator when she is in a bind, do not make a habit of taking on many more shops than you can reasonably handle.

Take a break now and then. This is especially important if you work a full-time job and mystery shop on the side. Working full time then mystery shopping several hours a week, on top of your family responsibilities, can wear you out. Take a week or so off from mystery shopping now and then.

Many shoppers complete assignments while they are on vacation. Doing so can be a great way to help pay for your trip. However, it means you have spent your vacation working. If you accept mystery shopper jobs while on vacation, take a little time off when you return. Focus on doing the shops you most enjoy. Maybe you do not need to step away from all mystery shopping, just the assignments that seem to take the most out of you. If shopping is a sideline, give yourself a month or so where you only accept the shops you really like to do. If you depend on your mystery shopping income to pay the bills, then make an effort to book your favorite shops and limit the ones you do not enjoy as much to the minimum you need to do, at least for a while. Adjust your attitude by remembering why you became a mystery shopper. Was it to earn money for the little extras for your family? To be able to quit your full-time job and spend more time with your kids? To have more flexibility and control of your schedule? By remembering why you chose to do this in the first place, you may bring back some of the joy you felt when you were a brand new mystery shopper.