We take complaints about our organization very seriously and this complaint came to me immediately after the shopper was deactivated for her behavior when she was coached to by one of our Q/A managers The entire situation could have been avoided, which it what I explained to her, if she had
simply responded in an objective manner without threats and rudeness We pride ourselves on delivering excellence to our customers and her feedback was subjective in nature and the client was very upset with the language that this shopper used in her shop She used the word "Trashy" to describe our clients business appearance So you can imagine our clients dismay We asked her to use words such as unorganized, etc to describe these types of things moving forward, and she went off on my Q/A manager with insults and said we were not consistent in how we coached Her level of argumentativeness was so great that the team felt it best to deactivate her, so that it doesn't impact other customers Our jobs are to provide objective feedback to our customers and she was so angry that we knew she could no longer provide that, and from our experience with her past reports, knew that we could not take a risk like that with our clients As an Independent Contractor, she has every right to work for whoever she wants, and we too have every right to select other independent contractors that we have more confidence in I did my best to explain this to her in this email, but she was not interested in our perspective or even listening...I tried to have her call me and she never returned my calls We have since left her in deactivated status Meaning she cannot sign up for shops for us She however can work for any other mystery shopping company that she wants. This is the email we sent her: Comments: Thanks for a very good reportThough for future shops,please refrain from using overly subjective descriptors such as"trashy" when describing aspects of the shop you did not findappealing, such as the items taped to the front doorThe clientexpects the reports to be worded in an objective fashion and overlyopinionated or negative descriptors could potentially give the clientcause to question the accuracy of information as trashy or similardescriptors could carry multiple meanings based on interpretation thatare not as helpful in report as a fact-based and objective retellingof eventsIn the future, if there is an issue you feel that needs tobe brought up be sure to word it in an objective manner such as (usingthe taped items example) "The door had a multiple signs taped to it."
Complaint: [redacted]
I am rejecting this response because:This is a complete lie. 1) I have never received a call from a manager or anyone at this company regarding this issue. There are no emails that exist of them claiming to have called me, or checking to make sure my phone number was correct, or anything to indicate that they have ever tried to reach out to me on the phone. In fact, I tried to reach out to them on the phone multiple times and was informed both times that the person to talk to wasn't in the office/wasn't available. 2) This email claims that I made "threats" which is an out and out lie. If they had any evidence of me making a threat, they obviously would have included it in their response. I would love to see evidence of a "threat" I made. I also disagree with the argument that I was rude (although that's slightly more of a subjective determination) and would like them to provide evidence of that claim. 3) The only evidence RBG's response supplies is that I used the word "trashy" which I used in the following way: "This business had multiple signs taped to the window, which some people might consider trashy." It is a lie (or at least extremely misleading) to say that I called the business itself "trashy." 4) This email is not even consistent in its claims of when I was deactivated. Was I deactivated because the client was so "dismay"ed at my use of the word trashy? (This is obviously false because our reviews go through editing and the editor or Q/A manager caught the word trashy and removed it before a client ever saw it.) Was it when I wrote my email explaining that I disagreed with their policy? Was it because I was argumentative after the fact?
Regards,
[redacted]
We take complaints about our organization very seriously and this complaint came to me immediately after the shopper was deactivated for her behavior when she was coached to by one of our Q/A managers The entire situation could have been avoided, which it what I explained to her, if she had
simply responded in an objective manner without threats and rudeness We pride ourselves on delivering excellence to our customers and her feedback was subjective in nature and the client was very upset with the language that this shopper used in her shop She used the word "Trashy" to describe our clients business appearance So you can imagine our clients dismay We asked her to use words such as unorganized, etc to describe these types of things moving forward, and she went off on my Q/A manager with insults and said we were not consistent in how we coached Her level of argumentativeness was so great that the team felt it best to deactivate her, so that it doesn't impact other customers Our jobs are to provide objective feedback to our customers and she was so angry that we knew she could no longer provide that, and from our experience with her past reports, knew that we could not take a risk like that with our clients As an Independent Contractor, she has every right to work for whoever she wants, and we too have every right to select other independent contractors that we have more confidence in I did my best to explain this to her in this email, but she was not interested in our perspective or even listening...I tried to have her call me and she never returned my calls We have since left her in deactivated status Meaning she cannot sign up for shops for us She however can work for any other mystery shopping company that she wants. This is the email we sent her: Comments: Thanks for a very good reportThough for future shops,please refrain from using overly subjective descriptors such as"trashy" when describing aspects of the shop you did not findappealing, such as the items taped to the front doorThe clientexpects the reports to be worded in an objective fashion and overlyopinionated or negative descriptors could potentially give the clientcause to question the accuracy of information as trashy or similardescriptors could carry multiple meanings based on interpretation thatare not as helpful in report as a fact-based and objective retellingof eventsIn the future, if there is an issue you feel that needs tobe brought up be sure to word it in an objective manner such as (usingthe taped items example) "The door had a multiple signs taped to it."
Complaint: [redacted]
I am rejecting this response because:This is a complete lie. 1) I have never received a call from a manager or anyone at this company regarding this issue. There are no emails that exist of them claiming to have called me, or checking to make sure my phone number was correct, or anything to indicate that they have ever tried to reach out to me on the phone. In fact, I tried to reach out to them on the phone multiple times and was informed both times that the person to talk to wasn't in the office/wasn't available. 2) This email claims that I made "threats" which is an out and out lie. If they had any evidence of me making a threat, they obviously would have included it in their response. I would love to see evidence of a "threat" I made. I also disagree with the argument that I was rude (although that's slightly more of a subjective determination) and would like them to provide evidence of that claim. 3) The only evidence RBG's response supplies is that I used the word "trashy" which I used in the following way: "This business had multiple signs taped to the window, which some people might consider trashy." It is a lie (or at least extremely misleading) to say that I called the business itself "trashy." 4) This email is not even consistent in its claims of when I was deactivated. Was I deactivated because the client was so "dismay"ed at my use of the word trashy? (This is obviously false because our reviews go through editing and the editor or Q/A manager caught the word trashy and removed it before a client ever saw it.) Was it when I wrote my email explaining that I disagreed with their policy? Was it because I was argumentative after the fact?
Regards,
[redacted]