Fitness facilities, gyms, and health clubs utilize Retail Compliance Auditor services for a variety of reasons. Most commonly, they are looking to measure their guest experience; specifically, their new membership procedure and the sales tactics used in that process. They are also looking for feedback on their facility and equipment cleanliness, guest services, and amenities among other things. If you haven’t yet done a shop for this type of client, below are some helpful guidelines and tips.

Multi Step Shop

These shops usually require both a phone call and a visit to the facility. The call and tour should occur on the same day. The call is often recorded so make sure you take thorough notes as the questionnaire will ask about the employee’s sales pitch and you will be asked to check off which points they hit during the conversation.

Straight Profit

            All of our fitness facility shops are straight profit shops, meaning, you aren’t required to spend any money on the visit. The payment ranges based on the shop, but the majority of these shops range from a $25 – $40 payment.

Photos

Almost every shop in this segment requires photos, most often of the exterior, interior lobby, and marketing material. Make sure you familiarize yourself with the form and requirements prior to going on your visit to ensure you have prepared yourself for what photos need to be taken and when during the visit you will obtain them.

Dressing the Part

When doing one of these visits, you should dress in workout attire. If you aren’t wearing clothing with an athletic aesthetic, you will stand out and you may be identified as a shopper. These gyms are looking for new members, so regardless of your current level of fitness, you are a qualified shopper.

Proof of Visit

As there is never a purchase required for these types of shops, you won’t have a receipt at the end of the visit. We still require proof that the visit occurred, so most often you will be required to obtain a brochure or business card from the facility. If they are unable to provide you with these items, a photo of the rate sheet will suffice.

Timing and Follow-Up

You may be asked to hold these shops for a period after the visit has occurred. Often, our clients are looking to see if the employee follows up within 24-48 hours of the visit as it’s a part of their sales process. It’s important that you fill out as much of the shop report as you can while in the holding period, so the scheduler knows you have completed the majority of the assignment.

Fitness facility shops are quick and easy, and best of all, a great way to make a little cash as you are never asked to put out any money on these shops. The forms are usually short and condensed and directed at very specific points of service. If you haven’t done one of these shops and are hesitant to pick one up, please let us know and we would be happy to answer any questions you have.

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Receipts:

Receipts are required for any shop that involves a purchase. The receipt area of a shop report will always require both an itemized copy as well as proof of tip and it’s important to capture the location address, and time and date stamp. The receipt question will always ask you to provide the total spent and the items purchased.

Photos:

Photos are becoming more and more common as visuals are a great way for our clients to view the product they are putting out, any cleanliness issues within their establishment, etc. We receive a lot of inquiries from shoppers regarding being weary of taking photos in a busy setting, but the reality is that in this day and age, it is very common for patrons to take photos of their food and post them to one of their socials. While a shopper may feel a little uncomfortable taking them, our clients understand the situation and still want and need the very valuable visuals these photos provide.

Audio:

While audio files aren’t as common, we do have a handful of clients that require audio as part of their shops. Audio is most often obtained using one’s phone, but any device that can capture a recorded conversation will suffice. You must make sure that your device is hidden, yet not covered to the point it muffles the sound. You should never be concerned about the legality of recording the conversation as our clients are aware that the burden is on them to ensure their employees understand there is a possibility they will be recorded.

Screenshots:

Screenshots are most often required within our phone and email inquiry shops. Clients are looking for proof that shoppers reached out when they say they did, so they can verify the date and time data within their internal systems. Each device captures screenshots in a different way and it’s important to make sure you are aware of how to do so; a simple Google search can usually provide you with an answer.

Helpful Tips:

Taking Photos: While the iSS app will allow you to take photos in real-time and attach them to your report, we do recommend using your phone’s camera feature to acquire the photos so that if there is a glitch in the iSS app, the photos will be impossible to retrieve. However, if you take them with your phone’s camera, they are easier to recover, should there be any issue.

Format: Photos should always be saved in JPEG format and audio files should always be saved in a WAV format.

Geo Tagging: Ensuring that you have location services turned on when taking photos and uploading them to your report will prevent any location errors from occurring.

We understand that attaching additional photos, files, etc. to your shop report can be challenging if you aren’t used to doing so, but it is usually a simple process regardless of the device you are using. Don’t hesitate to contact the Shopper Help Desk should you have any questions about this or anything else you may be unsure of regarding the successful completion and submission of your shop reports.

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What should I do if it’s unsafe to travel?

Don’t put yourself at risk! Simply log into your iSS account, click on the ‘reschedule’ button, and select a date when you feel comfortable completing the shop.

What if I am unable to reschedule?

If you are unable to reschedule, you can cancel the shop within your iSS account, or email the scheduler and they will take care of it. Our shopper help desk team works seven days a week to ensure all requests are being handled in a timely manner.

Will I lose points if I cancel a shop?

Every cancelation in our system results in a loss of points, however, if you are able to reschedule, no points will be removed from your account.

What if the location is closed due to weather conditions?

As with every shop in our system, the shopper is responsible for calling the location prior to going on their visit to ensure the location is open. If you attempt a shop, and the location is closed, you will not be compensated for the shop attempt. If the location is closed, you can reschedule the shop or inform your scheduler, and they will remove the shop without penalty.

Do I need to provide proof of the recent weather activity?

No, we don’t need photos of your iced-over driveway or a screenshot of the current temperature where you are located; we believe you! The weather varies across the country and is handled differently depending on where you are located; we encourage you to always use your best judgment.

While completing the shops you are committed to is important in keeping your shopper account in good standing, safety should always be the top priority.  You should never feel obligated to complete a shop if you feel that your safety will be compromised. We will do our best to work with you and ensure you are rescheduled in a timely manner. As always, please reach out to our Shopper Help Desk for any further clarification on weather-related concerns or any other questions that may arise.

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• When you sign up to do a shop, the date you schedule yourself for is the date you need to conduct the shop. If you are unable to make the shop on your scheduled date, you need to alert your scheduler as soon as possible. The majority of our clients operate on a month-to-month basis, meaning they expect a certain number of shops within a given calendar month. If a shopper is unable to complete a shop as scheduled, we need to know as soon as possible to give us time to get the shop back on the job board and find a new shopper before the month ends.
• Once you conduct a shop, you have 24 hours to complete your shop report. Shops not entered within 24 hours will be automatically removed. At times, we are able to make an exception and extend your deadline, but it’s vital that you communicate with your scheduler before the 24-hour deadline passes.
• When you are conducting a call or email shop that takes multiple days to complete, you need to make sure you understand the timeframe in which to hold your shop, follow up and submit. While the traditional shop has a 24-hour deadline, call and email shops all have different timelines that you need to be made aware of.
• Once you submit a shop report, our quality assurance team will review it and get back to you regarding any questions within 24 hours. It’s very important to check your emails and alerts within 24 hours of when you submit your report, to ensure you are replying in a timely manner. We have a commitment to our clients that we must adhere to, so it’s vital that you stay available, even after you submit your report.
• Once you submit your shop report and receive a confirmation email that the shop has been accepted, you will be paid within 20-25 days either through Venmo or PayPal, barring any issues with your iSecretShop account. If the payment remittance time goes past 25 days, you should reach out to the Shopper Help Desk.

While all of these guidelines are outlined in your signed shopper agreement, we understand that there is a lot to keep track of and remember. If you are ever unclear about any of these important deadlines, please don’t hesitate to reach out.

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There are many different types of banking and financial intuition shops that we conduct for our clients such as phone, email and web inquiries, teller interactions and a more in-depth personal banker shop. Within these shop types, there are many different scenarios that are played out including but not limited to, new and existing account inquiries, a variety of personal and small business loan and financing inquiries, along with standard teller services.

For a banking or financial institution shop, the shop generally requires more preparation than a standard mystery shop. There is most often a scenario that the shopper must follow, and becoming familiar with certain terminology and verbiage associated with the financial world is pivotal for a successful shop. For example, if the shop instructions indicate that the shopper must inquire about a small business loan, they must prepare the appropriate background information to be ready for any questions that may be asked of them by the rep such as the name and size of the business, the location of the business, and the amount they are looking to borrow. If a shopper is faced with these questions and isn’t prepared to provide relevant answers, the shop’s status becomes compromised as any delay or uncertainty in their responses will raise a red flag with the rep. While we will never ask you to provide any of your sensitive, personal information; it is vital that you have made up a back story that goes along with the scenario you are playing out.

These shops can vary significantly and it’s important that the shopper is always reading through all the instructions and requirements prior to accepting the shop. Some banking shops require the shopper to already be a member of the bank, and some specifically ask that they are not.  The phone inquiries most often involve a recorded call element making it all the more important to ensure the shopper is prepared to answer any questions they are asked as the recorded file is being sent directly to the client.   A lot of the phone, email, and web inquiry shops typically involve some back and forth, and awaiting follow up and it’s important to make sure you are updating your shop report along the way, so your scheduler knows that the shop is being actively worked.

These types of shops are often very popular among shoppers as there is no money spent out of pocket, making them straight-profit shops. If you are interested in learning more about these shops or are interested in being scheduled for these shops, please don’t hesitate to reach out and let us know.

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While the people behind these scams are getting smarter and making their materials look more professional and legitimate, there are still clear red flags within the documentation that should alert you to a scam attempt:

*The return address is always a PO Box, and the name listed on the return address never matches the company they are claiming to be a representative of.

*The logo used on these letters is often a very generic, plain-looking logo featuring the words ‘Retail Compliance Auditor’, and again, never matches the company name they claim to be a part of.

*The phone numbers listed in the letters are never working numbers; if you attempt to call one of these numbers, you will get a message that their mailbox is full, or that they aren’t set up to receive messages. This is clearly not something a legitimate mystery shop company would allow.

*The email domain that the individual uses in the letter is always something generic such as ‘outlook.com’ or ‘gmail.com’. An actual mystery shop provider will always use their company name in the domain.

The most important thing to remember is that Retail Audit Pro will NEVER require you to deposit or cash a check prior to the completion of a mystery shop assignment. We only issue payments through Venmo or PayPal, AFTER a shop has been successfully completed. You should never provide any of your banking information to anyone claiming to be a mystery shop provider, and you should never pay any mystery shop provider directly. To review other tips for avoiding this type of fraud, we recommend reading our previous post, “How to Avoid Mystery Shop Scams”, where we discuss other red flags that pop up with these scam attempts.  It’s a very unfortunate situation that mystery shop providers and Retail Compliance Auditor must deal with, but we aim to provide you with as much information as we can about the topic so that you can be alert to any possible scam attempts.

If you ever are unclear about any documentation you have received that you believe to be from Retail Audit Pro, we encourage you to reach out to our Shopper Help Desk either by phone or email; 888.726.1360 or shopperhelpdesk@360-Relay.com. We are staffed 7 days a week, during regular business hours, and are always here to help with matters of this nature or anything else you may have questions about.

If you feel that you are the victim of one of these scams, we recommend reporting the individual(s) to the Federal Trade Commission: https://reportfraud.ftc.gov/#/.

The post Retail Compliance Auditor Beware: New Scam Alert appeared first on Retail Audit Pro.

Four Services, Four Unique Perspectives, One Online Dashboard

Leveraging the Missed Report for Your Mystery Shop Program

How Taking Images During a Mystery Shop Can Help You Gain Insight

Are You Using the Internal Notes Reporting Feature?

Get More Value From Your Data

Today, we’d like to present another feature that has become increasingly popular lately: the ability for client dashboard users to be granted editing rights for their mystery shop reports. While we take great pride in our Quality Assurance process for internally reviewing every shop report submitted, there may be some differences of opinion from time to time regarding the scoring for certain questions on a report. Clients always have the option to contact us in those situations to have reports rescored, but we also can allow clients to make these changes on their own if they desire.

If you are interested in testing out this feature for your program, just email our Client Help Desk team at clienthelpdesk@360-relay.com and let us know which users should be granted access. We can restrict access by certain questions on the form or keep it open for every question. Once given access, just log into the dashboard and pull up the ‘responses’ page under the ‘mystery shop’ dropdown. You will notice a little pencil icon over to the right of each shop. By clicking this icon, you will enter the editing view and be able to make any adjustments that you’d like. From there, click save to update the report.

As always, feel free to reach out if you have any questions about this dashboard feature or any others!

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Randi was hired right out of college to help build and run the Retail Compliance Auditor division of Goodwin Hospitality (our former company name). Little did she know that she was about to begin a long and successful journey here. With an endless work ethic, attention to detail, and tremendous pride in everything she does, Randi has continually solidified her unofficial title as “the one that keeps the trains running on time.”

From company strategy to hiring/training/managing our team to sales and execution, Randi makes her mark on just about everything we do as a company each day. Most of our clients are unaware of her direct impact on their programs so I wanted to take this opportunity to recognize her loyalty and achievements and express my sincere gratitude for all her contributions over the years.

Randi’s knowledge base in the Retail Compliance Auditor world is second to none. She has helped to create and run programs in virtually every industry across all company sizes, with a wide variety of use cases. She has always worked hard to cultivate relationships with our shopper community while being fair and holding our shoppers accountable for a high level of performance on behalf of our clients’ best interests – Not an easy task! Randi has also invested the time to truly master the Prism reporting dashboard system, constantly finding new ways to deliver valuable insights to our clients, as well as streamline internal tasks.

Additionally, as our company has grown and changed over the years, she has adapted and responded to every challenge with professionalism and grace. Her willingness to step outside her comfort zone and try new things has helped propel us forward as a team. Personally, she has been a big asset to me and my own development over the years that I’ve been here, and we have built a great partnership together. I look forward to many more years ahead.

We wouldn’t be the company we are today without Randi – Thank you for everything you do for us!

-Kurt Eddins, President

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*Question Set

The questions on your form are the top priority in the formation of your shop template. Think about what you are looking to measure; steps of service, service timing, product and food quality, cleanliness, management presence, etc. – whatever it is that made you decide to put a shop program in place in the first place. Identify what you are focusing on in your staff training and what you want to hold them accountable to.

*Question Phrasing

The way you phrase the questions is also important; while you may have internal verbiage that makes sense to you and your team, you want to word the questions in a way that will make sense to the shopper. You also want to be as definitive as possible. For example, don’t just ask, ‘Was your food delivered in a timely manner’; define what timely means to you and your team, ‘Was your food delivered within eight minutes’.

*Question Types and Answer Options

The majority of questions on your shop’s form should be objective; questions that have a definitive answer and don’t involve opinion. We recommend having a few subjective questions within your form as the comments can provide actionable feedback, but only placing scores on questions that don’t involve a shopper’s opinion. This aids in consistent scoring across your shops, which makes the data and reporting steadier and more reliable. It’s also important to think about answer options; if it’s a black-and-white question, you should use a Yes|No or Agree|Disagree scale. For questions with the potential for some grey area, you should use a sliding scale such as 1-5, or Agree|Somewhat Agree|Neutral|Somewhat Disagree|Disagree.

*Comments

Text responses provide great feedback; our recommendation is to always force a comment when a question is answered negatively, and to always include a summary at the end of each section which provides a short narrative covering all the questions asked in a given section.

*Scoring and Weighting

We recommend focusing on what’s most important to your business and your brand and making those questions worth more of the overall score. Our scoring system works as an overall average of points achieved divided by the points possible, not an average of averages, meaning that the individual point values are not as important as the weighting scale that you choose.

*Photos and other Attachments

Most of our clients take advantage of the photo attachment feature within the system. If you choose to require photos for your shops, it’s important to let us know exactly how we should instruct our shoppers to take the photos; from what angle, what depth perception, what size, etc.

While it can take a few rounds of revisions to get the template set up correctly, it is time well spent to ensure your form is set up to capture the exact data and feedback that is most important to your business. We are always willing to make changes along the way, and we understand that the focus of the shop may change.  However, we do recommend keeping the form as consistent as possible as it’s much more valuable to track the same data points month after month versus constantly changing the data set you are evaluating. There are a lot of factors that go into getting your template set up for success, and as always, our client team is here to assist in whatever way they can.

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Unfortunately, there are times when we are forced to decline a shop. When we decline a shop, it means that the data and feedback provided do not get sent to our client and no payment is issued for the shop. We do our best to avoid declines; essentially, we want to accept every shop that is submitted to us so that we can compensate shoppers for their time and so that we don’t have to spend time rescheduling the visit. However, there are some firm rules in place that we can’t make exceptions for, as we must always honor our client’s requests and requirements.

Below is a list of the most common reasons for shop declines, and how to avoid them:

*Purchase requirements aren’t met.

Each shop that requires a purchase lists specific items or item categories that must be met. If a shop requires two alcoholic drinks, an appetizer, and two entrees and you don’t drink alcohol, then you shouldn’t accept the shop.

*Clear and proper photos aren’t provided. 

            All of our shops that require food purchases also require a photo of the items purchased before any bites are consumed. We recommend always taking your photos with the camera function on your device, not through the iSS app should you have any technical difficulties or not be connected to Wi-Fi at that time.

*Shop submission deadline isn’t met.

            All shops done for Retail Audit Pro are required to be submitted within 24 hours of when the visit is completed unless otherwise stated in the instructions. We have a time commitment to our clients to submit reports within a specified timeframe, and we won’t make exceptions.

*A proper tip is not left.

            All dining and bar shops require at least a 15% tip. If this minimum is not met, your shop will be declined.

*Shop instructions aren’t followed.

Shop instructions vary by shop, and often change from time to time. If you accept a bar shop and choose to sit in the dining room, your shop will not be accepted. If the shop requires you to ask an employee a product knowledge question and you fail to do so, your shop will be declined. We will only accept a shop where all specific guidelines and instructions are followed.

Our clients are paying us for a specific type of shop and scenario, and we need to ensure we are honoring that commitment. It’s important that you are always reviewing exactly what is required of you prior to venturing out on your shop and as always, please direct any questions of unclarity to our shopper help desk.

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