1. Keep in mind that more detail is always better than less. However, the detail needs to be objective. Rather than writing, "The restroom was filthy" it is better to outline exactly what made it so bad. For example, you can explain that the floor was badly stained, the sink was covered with dirt, and the mirror contained several streaks and smudges. The second sentence is much more helpful to the client.
2. Opinions - clients want objective information that is free of bias or opinion, unless it is specifically asked for (i.e. "How can we improve our service?"). Please do not include any opinion statements, such as "I think the staff should have..." or "the employee didn't help me for six minutes - I think he was tired or having a bad day." Report the facts and the facts only!
Another suggestion regarding opinion statements is to keep statements free of "emotional" words. For example, instead of writing, "He didn't even bother to talk to me while he completed the transaction," it is more effective to write, "He completed the transaction in silence" or "He did not engage in conversation as he completed the transaction." The same information is being provided, yet you are keeping the statements objective.
3. Use the questions in the survey as a guide. If you address the questions in your essay, you will ensure that you have covered all of your bases! Also, ALWAYS make sure to provide details on any question you rate as "no" or less than excellent. This will ensure that all of the bases are covered, and we will not need to contact you for futher information.
4. Chronological – keep the essays chronological. Start with the beginning of your shop (telephone call, arrival, etc depending on the shop) and work your way to the end. Clients LOVE when they feel “as though they were right there with you.” A concluding paragraph is a great way to summarize your visit and end the report. We do offer sample narratives in the shop notes so you can know what is expected for each client.
5. Paragraphs – please break your essay into paragraphs. There is no need to indent your paragraphs. One line between each is sufficient.
6. Spelling/grammar – PLEASE use the spell check feature on Sassie. It is also an excellent idea to use Word or WordPerfect to run a spell/grammar check one last time before you submit a report. Read your essay out loud when you're finished - it's amazing what you can catch and fix by doing this!
7. Write your essay in Word or WordPerfect. Not only will you be able to utilize the spell/grammar check feature, but this will allow you to save the essay in case it does not save properly on Sassie. This has happened to many shoppers, and we would hate for any more shoppers to go through the pain of rewriting an essay. You can copy your essay when you’re done and paste it into the essay box on Sassie.
8. Once you submit your report, don't forget to check your email in the days following. We may have additional questions or need more information from you. By checking your email frequently, you will ensure that follow-up happens quickly and reports will get to the client within the required timeframe.