Thursday, February 19, 2015

I Just Got Shopped

When I worked for Marriott's Residence Inn we used the expression "I just got shopped" in a dejected voice as we hung up the phone after realizing that a fake corporate worker just called and tried to make a reservation to quality check. Usually you could pick up half way through the call that it was a professional caller and your level of customer service would go up to try to recover the first part of the call. They would rate you on many different things and one to two days later you would see the shopped call on the bulletin board in the Front Office Managers office. Now, we all cared about quality but at the Residence Inn the front desk does everything from taking reservations, picking people up at the airport, check in and check out etc. so sometimes we would get called in the middle of a checkout or dealing with another customer and this hurt on a shop call score for sure. 

I am convinced that one of my employees is a shopper. Honestly every problem that could happen, happens to this employee. Everything I tell this person turns out to be wrong. Even good stuff turns bad. My only hope is that the person is a shopper for the whole organization and not me personally. PS. I just got shopped! Anxiously awaiting my survey....

3 comments:

Amy Judd said...

We get shopped at my work too. I always know when I get shopped because the phone number is blocked and the reason for the call is always something that does not apply directly to my job.

Jane said...

Getting shopped RO

Sara Watson said...

LOL. love this flashback. you should tell more stories about your time at Marriott :)