Goodwin and Associates, Frequently Asked Questions

Frequently Asked Questions
Below are a few frequently asked questions. If you do not see your question listed here, please e-mail us at info@mysteryshopperprogram.com.

Answers:

1. Why do you need my social security number?
You may initially register with 000-00-0000 but be advised that we REQUIRE the real number BEFORE we can pay you for any shops you complete. Failure to provide the real number may delay your first payment. We need your social security number so that we can accurately track all compensation paid to you by our company for IRS purposes. In most cases, compensation for mystery shopping is considered reimbursement as opposed to income. However, in cases where your reimbursement amount exceeded the amount you expended, the additional money would be considered income. Therefore, if a certain amount of reimbursement is paid to you in a year, you will be sent a 1099 form at the end of the year to aid you in preparing your taxes in case any are owed.

In short, you should keep accurate records of what you spend and how much reimbursement you received from us. We will try and answer any general tax questions you might have, but specific tax advice should come from a qualified tax professional.
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2. I'm uncomfortable entering my social security number on the internet, can I call it in over the telephone or fax it?
Yes. You may call us at 1-86MYSTERY1 (1-866-978-3791) or fax your information to (603) 218-6451. Please be sure and include your name and address when calling or faxing. You can still sign up on-line by entering 000-00-0000 as your temporary social security number.
* Please do not e-mail your social security number, as e-mail is not a secure method of communication.
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3. What qualifications are you looking for in a mystery shopper?
We are not looking for any prior experience or special training in our mystery shoppers; in fact, we are specifically looking for the average person's point of view to give our clients feedback on their businesses. We do ask that our shoppers be at least 21 years of age, as many shops request ordering an alcoholic beverage.
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4. Do I need to pay anything to sign up to be a shopper?
No, there is no sign up fee or cost associated with being a shopper.

5. How much time do I need to commit to be a shopper?
It is totally up to you how many or few shops you'd like to accept - there is no minimum required to stay active in our database. You can log in anytime to see what assignments are available, and sign up for any or none of them based on what works for you.
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6. What time of day or day of the week do the shops take place?
Many shops are afternoon shops (in the 11-3ish range, usually taking about 45 minutes) and many are evening (in the 5-8ish range, usually taking a little over an hour). They could be weekday or weekend dates.
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7. What do I need to have to be a shopper?
You'll need a computer with Internet access to fill out the reply form, and in most cases you will be asked to pay your bill at the client's site by credit card, for which you will be reimbursed a predetermined amount.

8. Why do I need to pay by credit card?
In very few cases, some people have tried to defraud mystery shopping companies by submitting reimbursements for shops they never actually completed. In order to verify that an individual did complete the shop they claim to have completed, we need an independent method of matching the name of a shopper to the report and receipt they turn in. By using a credit card issued in your name, we can verify that the time, date and location on the receipt and the name on the card matches the shop.

In other cases, people have been known to return receipts for reimbursement without their contact info or shop info attached - a credit card name can help us attempt to figure out where it came from.

Your full credit card number should never be visible on a receipt (most businesses print only a partial number); if the whole number happens to be visible, please black out all but the last 4 digits of the number.
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9. What areas are shops available in?
This will change on a weekly basis, but basically we have client sites throughout the US. Which ones will need shops completed that week will change weekly.

10. Do I receive a paycheck from Goodwin and Associates for being a shopper?
You will receive a reimbursement check for a predetermined amount after filling out a satisfactory report. You will know the amount available for reimbursement when accepting the assignment. No taxes are withheld from the reimbursement check, and you are NOT considered an employee of Goodwin & Associates.
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11. Is being a shopper a full time job?
It is unusual for someone to accept enough shops to really make a full time job of it; however, it is a nice source of extra income and entertainment.

12. How does the reimbursement work? Am I paid hourly/salary or mileage in addition to the reimbursement?
You are reimbursed a set amount for doing the shop. There is no additional compensation such as an hourly rate, a mileage reimbursement, or a salary. You know what the amount will be when you decide if you want to take the shop or not. For example, if the shop pays $35, and you spend $28 and $3 in gas, you are still reimbursed $35, keeping the difference. If you spend $45, you are still only reimbursed $35. If you spend the exact amount, you come out even and receive $35 worth of free food and entertainment for a few hours of work.
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13. Can I fill out reports on businesses other than what I am assigned to shop for compensation?
No, we will only reimburse you for shops assigned to you.

14. How/When do I get paid?
All shops will be paid within 30 days of submitted acceptable report and receipt. PLEASE do not inquire about a payment until at least 35 days have passed to allow time for mailing, if you receive payments via check.
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15. My friend would also like to be a shopper. How can they get involved?
We appreciate and encourage referrals - have your friend go to www.mysteryshopperprogram.com and sign up!

16. Cancellations
Cancellations need to be made 24 hours before the shop. Repeated last minute cancellations will result in termination from the Mystery Shopper Program.

17. Where Can I Shop, Am I Limited To An Area?
You are not limited to a shopping area. A mystery shopper can sign up for shops locally, regionally and nationally.
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1. Committing to Complete A Shop for Goodwin & Associates

When I sign up to complete a shop, I understand that Goodwin & Associates is removing this assignment from the inventory, making it unavailable to other shoppers. I also understand that the clients of Goodwin & Associates are expecting the shop to be completed as assigned. I understand that failing to complete a shop that I have signed up for will result in a termination in the Mystery Shopper Program of Goodwin & Associates.

2. Anonymity

I will not shop any business where I have a personal relationship of any kind with any of the staff employed at the establishment.

3. The Importance of Surveys

I will approach each shop with honesty and integrity, understanding the importance of each shop to the clients of Goodwin & Associates. I will treat each shop as a new and unique experience, answering all questions truthfully. Both Goodwin & Associates and its clients are relying on accurate reports on quality of operations.

4. Confidentiality

I understand that the names of Goodwin & Associates Clients, details of the shopper program such as projects and reimbursement amounts, and the question sets and forms I use during the course of completing mystery shops are confidential and proprietary information. I agree not to disclose any of this information to any outside party.

I will not disclose the names of companies Goodwin and Associates shops to anyone.

I will not disclose the reimbursement amounts for assignments to anyone.

I will under no circumstances contact the client who was or is to be shopped for any reason, before or after the shop, outside of the parameters of my shop.

I will not discuss the results of my mystery shop visits with anyone other than an employee of Goodwin and Associates.

I will not solicit Goodwin and Associates’ clients to perform mystery shop evaluations with another company.

19. I've completed my shop, how do I submit my survey?
Once you have visited the establishment, and you wish to complete the survey, log-in to the mystery shopper program (click on log-in at the top left of the screen or click here). Once you log-in to the system, you will come to a page entitled "My Portal" (pictured to the right). Find the specific shop listed under "20 Most Recent Shops". Click on the date of the shop that you just completed. The survey will appear. Complete all questions in the survey, and hit the Submit button.

The Shops
1. What if I do not drink alcohol?
Some of the shops require that you order a bar or specialty beverage, in order to evaluate the service team as a whole. If you do not drink alcohol, you could still order a bottled water, non alcoholic smoothie, or nonalcoholic beer in order to fulfill that part of the evaluation.
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2. What if I am on a special diet?
Part of what we are looking for in the shopper evaluations is how the client sites handle real world requests, such as how a server would handle a customer with dietary restrictions. Order and ask questions as you normally would.

3. What if something bad happens to me as a result of my shop?
In the incredibly rare event of a bad occurrence during a shop, such as contracting food poisoning, a slip or fall in the restaurant, incorrect charges to your credit card, etc. it is important to note that you are accepting the assignment as an independent contractor, and are assuming responsibility for any resulting experience that may occur. If you are uncomfortable accepting a shop for any reason, such as it being in a bad neighborhood, or hazardous driving conditions, we encourage you not to accept that particular assignment.

In the event that an unfortunate incident does occur, we encourage you to handle the event by dealing with the management of the establishment just as you would any other consumer experience. We will do what we can to help you resolve the issue as well. However, it is extremely important that you realize that Goodwin & Associates assumes no liability for anything that might occur while you are at, or on your way to, a client site.
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4. What if I am detected as being a mystery shopper?
If you suspect your identity has been discovered, we ask that you inform us immediately. You will be asked to not shop that particular establishment again, but may still perform shops at other establishments as usual. We might need to re-shop that particular assignment. The goal is to not do anything to tip off staff of your intentions.

THINGS NOT TO DO UNDER ANY CIRCUMSTANCES!!!

If you are discovered to be the shopper because of one of these reasons you will NOT be paid for your shop as you compromised the shop through your own mistake.

You are NOT to bring any shop reports or question forms into the shop location.

DO NOT write anything down or take any notes in view of any staff member in the location. If you need to make notes you could do so in the restroom, but NEVER in view of staff. Be discreet when noting times on your watch.

Do not tell anyone (including staff at the location, or friends who do NOT work at the location) that you are or have been a mystery shopper for a particular location.

Do not ask too many questions or behave ‘suspicious’, do not ‘grill’ the staff by asking unusual questions etc.

5. Do I need to keep my receipt?
Yes, we cannot process payment for your shop without your receipt.

6. What if I do not want an appetizer/dessert/bar drink but one is on the report I am to fill out?
Even if you do not particularly want an item on the evaluation, you must order one, in order to judge the service timing and execution. You might consider having a food item wrapped to go after its delivery if you are full.

7. You returned my report to me saying there wasn't enough detail. Why?
The clients are looking for detail on these reports in order to fairly judge the performance of the restaurant and identify any training measures that need to be taken. For example, saying a food item was "awful" does not give constructive feedback, and is too subjective a response. Saying it tasted too bitter, was too hot/cold/salty, the ingredients did not taste fresh, the portion too large or small, or the presentation was messy is something the client can work on.

If we need to send a report back to you for more detail, we need a response WITHIN 24 HOURS. Failure to respond in a timely manner will result in us rescheduling the shop with another shopper.
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8. I think some of the questions on the report are too picky - the server did a great job, but missed many of the questions on the report. Can I just give them the points they missed?
It is imperative that the reports accurately depict the actual dining experience. Answer the question accurately, and if there was an extenuating circumstance, please note it in your comments (for example, the host did not greet you at the door, but smiled and made eye contact with you from where they were and greeted you immediately upon return.)
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9. Can I bring a copy of the report to the shop to fill out?
Under no circumstances should you bring the report with you!

10. How do I remember all these details?
Some shoppers bring a friend, and each remembers particular details. Some shoppers go to the restroom and make some notes away from the view of employees. Some send a text message using their cell phone or make voice notes into their voicemail (be VERY VERY careful not to be overheard if you do this!
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11. How do I get a copy of my receipt to you?
Fax or e-mail. You may fax your restaurant check/receipt to (603) 218-6451. You may also scan and e-mail your receipt to msoucy@mysteryshopperprogram.com. The receipt should detail your table number, time of visit, menu selections, and prices. Please write your name on the receipt for faster processing. Payment cannot be made to you without a copy of the receipt. In addition to Faxing or scanning it, you can take a digital photograph of the receipt and email it to us. Or, you can mail it to Marianne Soucy PO Box 16516 Hooksett NH 03106
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Advanced Shops
1. What is a bar shop?
The bar or lounge shops we do will vary in terms of what the client is looking for, but will typically include:

2. What qualifications are you looking for in a bar shopper?
For bar shoppers, we are typically looking for someone with extensive bartending or bar management experience, who can accurately gauge pour counts and watch cash handling procedures and monitor waste. Ideally we would look for someone with TIPS or Safe Serve certification, and even better, management experience in bar or lounge operations or loss prevention.
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3. Am I qualified to be a bar shopper? How do I become one?
Please e-mail Marianne Soucy msoucy@mysteryshopperprogram.com a brief rundown of your bar experience, or a resume. We will respond to give you a better idea of what we might have for you. Your name will be added to the database of advanced shoppers, and we will touch base more in depth on the specific bar shops you qualify for as they are ordered.

In order to become an Advanced Shopper, you must first be registered as a Mystery Shopper. Based on your qualifications, you will be contacted when and if a bar shop becomes available in addition to the regular notifications of regular shops.

The bar and kitchen shops typically pay a higher amount than a regular dining shop. The amount will vary based on the assignment. You will always know the amount before accepting an assignment.
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4. What is a kitchen shop?
A kitchen shop will typically involve an experienced food service manager or chef (you) going to a client site and watching a shift in progress for a few hours. You will be there to evaluate the client's current procedures and workflow for compliance with local and national safety and sanitation standards. You will in essence be doing a function similar to a health code inspection.

5. What are you looking for in a kitchen shopper?
For kitchen/sanitation audits, we would be looking for someone with the training to accurately assess a restaurant's food handling procedures using basically the same criteria as one's local health inspector would look for. Experience in managing a kitchen, with regards to compliance in these areas, would be mandatory, with any certifications or additional training ideal.

A kitchen shopper needs to have the professionalism and confidence level to arrive with little to no notice and enter an unfamiliar kitchen and perform a (likely unwelcome) inspection. The emphasis here is on completing a thorough evaluation while disrupting business as little as possible, and without being swayed by hourly or management employees.

A kitchen shopper must be in professional attire (a chef coat, or professional business casual dress, with hat or hair restraint). They must also have a bio-therm or other thermometer that can be sanitized and used in a kitchen environment, to temp items.
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6. How can I find out if I'm qualified to be a kitchen shopper, or sign up to be a kitchen shopper?
Please e-mail Marianne Soucy msoucy@mysteryshopperprogram.com a brief rundown of your kitchen experience, or a resume. Specifically, please include any certifications or food handling courses you've taken, or management training or experience. We will respond to give you a better idea of what we might have for you. Your name will be added to the database of advanced shoppers, and we will touch base more in depth on the specific kitchen shops you qualify for as they are ordered.

* Note
Kitchen shops in most cases are paid as a flat fee, which is considered income for tax purposes, as opposed to the bar and dining shops, which are considered reimbursement. More information will come available as the assignments arrive, as it will vary depending on the particular client payment configuration.