Completing the Shop: Taking Notes

Taking overt notes is something that you cannot do on most shops. Barring wearing a shirt that says “Mystery Shopper” on it, there’s not much else that would be more obvious to employees that you were completing a shop! However, there are lots of ways that you can record information for later and have a more complete, detailed, and accurate shop report without setting off alarm bells using either technology or trickery.

Technology

Modern electronic devices are a shopper’s best friend. Some shops even require the use of items like digital cameras, digital voice recorders (DVRs), electronic scales, thermometers, or sophisticated video surveillance equipment. You can often use items that you might already own!

A cell phone is definite must-have for any shopper. In most situations, it’s not uncommon to see customers checking their phone for messages or talking on the phone while still shopping. Because of this, it’s easy to discreetly check the time with a phone without looking like you’re timing the service. In addition, you might use a notepad or memo feature (or even text message yourself) to type in notes discreetly as if you were text messaging someone. In situations where this might not be appropriate, I’ve also made use of the voice memo feature; I appear as if I’m just making a phone call in my car before driving away, but in actuality I’m taking note of details I want to make sure I don’t forget, like names and descriptions.

A PDA, Blackberry, or other e-mail or word processing capable device can be a lifesaver. With an investment in technology, you could easily take shop notes, checklists, addresses, maps, contact phone numbers, and other information with you as well as be able to download notes directly to a home PC.

Some shoppers use a DVR in order to record the entire interaction with associates. This is ideal if you ever have a shop that is challenged in any way, as you have clear evidence of what happened! However, recording conversations does have some legal concerns, so unless a shop explicitly grants permission to use a DVR, make sure that you check local laws.

Subterfuge

Perhaps you’re not a techie, or these tools just haven’t been comprehensive or versatile enough. There are other ways that you can record important information for later.

During some shops, note-taking can be disguised as something else. For example, on grocery or big box shops, you could appear to be checking or making changes to a shopping list. Try writing short notes in your checkbook. During a car or RV sales presentation, it would not be uncommon for a regular customer to take detailed notes.

If you get stuck, remember that you can always sneak away for a few minutes to a restroom, fitting room, locker room, or other private area to take notes to yourself. Key items to record would include names, descriptions, timings, or other client-specific information that you might not necessarily remember by the time that you get home. Just make sure that you keep notebooks or other give-aways out of plain sight!


In time, you’ll come up with your own systems for keeping track of all of the required information. Make sure that if you’re doing multiple shops (particularly similar shops) that you take the time, once you’re out of the area of the store, to make more detailed notes.