MYSTERY SHOPPED…inspired by a true life story.

Auzubillah he exclaimed (expression for strong dislike in Islam). Yusuf, what year is it? Surprised by the question, Yusuf replies with a question; is everything alright Sir? Wallahi, you won’t believe this, come and see for yourself.

Yusuf now curious walks down to the convenience where his boss was inspecting and on getting there he also exclaims in strong dislike; but this time in totality; Auzubillahi Minash Shaitan ir Rajeem.

Still in disbelief, he added, I thought I have seen it all. What nonsense is this? How can a branch of a world class bank in the prestigious city of Kano, Nigeria; still have a pit toilet in year 2008? They even have the guts to refer customers to the place, while they locked up and reserved the water closets systems attached to the main building for themselves. I strogly disagree with this, even if water availability is a challenge. Auzubillah.

The boss now very angry and irritated instructs Yusuf to make a good video of the place and support it with very good snap shots.

Feeling accomplished, the boss said we are done for today and tomorrow we will visit again.

The following day, Yusuf and his boss arrived very early, ready for another round of mystery shopping. They waited just by the ATM post watching customers as they continuously took turns on the four ATMs, hoping for a miracle, hoping that one would dispense, but none of them did.

While they watched, they also had their eyes on the entrance gate taking note of the staff and the time they clocked into the premises. With the exception of two cleaners, virtually every other staff was late.

Notwithstanding, most disturbing was the arrival time of two key staff of the branch; the operations manager and the ATM custodian. They drove in thirty minutes after 8am. Some customers who were already tired of waiting at the entrance gate were fuming and cursing. Some others laughed and called them perpetual latecomers. One even called the branch the hub of disorder. No one had anything good to say about the branch and its staff; rather they blamed their continued visitation to the branch on proximity and the absence of an alternative.

Source

Yusuf and his boss captured all the nasty comment made in the crowd and headed straight into the banking hall as soon as the gate was opened.

The branch was truly the hub of disorder. Nothing was in line with standard, and the bank's internal control system was totally disregarded in all their conducts.

The security officers were not conscious of security, the dead man door was disabled and no checks were carried out, the tellers were not all seated, some were even eating and some others chatting away. The manager who was terribly late to work wasn’t seated either. The branch was truly a hub of disorder.

Having captured enough, Yusuf and his boss agreed it was time to head back to Lagos, to the Corporate Head Office, where the footages would be reviewed, analyzed, and the necessary disciplinary actions taken and meted out on the erring staff.

Now in Lagos, and having presented their findings to management, with video and picture evidences from the branch, many top management staff, were lost in disbelief, shocked and furious. A disciplinary committee was immediately set up, and the erring staff were invited, tried and many dismissed.

The pit toilet was demolished and four water closet systems were built outside for customers use.

The findings and video footages were sent to branches nationwide and used as a learning series.

A loyal customer of the bank, who was visiting the branch for the first time, inspired the mystery shopping event, as his experience which was so bitter and humiliating made him lodge a formal complaint at the Bank’s Corporate Head Office.

It is often said that the things we do counts the most when no one is watching.

Who are you when no one is watching?

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