Dental Mystery Shopping:
My Hidden-Video Assignments
Dental mystery shopping was one of the more unusual types of video assignments I completed.
These weren't assignments where I simply walked into a business, asked a few questions, and left. I actually made an appointment, went to the dental office, had X-rays taken, and received a teeth cleaning while using hidden video equipment.
The assignments gave me the opportunity to evaluate the entire customer experience, from making the appointment through checkout.
Here's how the dental mystery shops I completed worked.
Want more help getting started? My book, Take That Job And Mystery Shop It!, walks you through finding assignments, completing shops, writing reports, and avoiding many of the mistakes new shoppers make.
Making the Appointment
My assignments began with a telephone call to schedule the appointment.
Before making that call, I carefully reviewed the mystery shopping company's instructions. I might need to provide specific information or ask certain questions.
If the dental office had more than one dentist, an assignment could also specify which dentist I was supposed to see.
That's something I've learned throughout mystery shopping: never assume you know the scenario just because you've completed a similar assignment before.
Read the instructions every time.
My Dental Mystery Shopping Video Equipment
The dental assignments I completed required a hidden camera and microphone.
Once my equipment was ready, I started recording before arriving at the office. I wanted to make sure everything was working before I walked through the door.
After I entered, I checked in with the receptionist and followed the normal dental appointment process.
Eventually, they took me into the treatment area.
That's where video mystery shopping in a dental office became interesting.
They placed an X-ray apron over me during the X-rays. Later, I had a dental bib over my clothing.
Both could interfere with the camera.
For my assignments, that wasn't necessarily a problem because the audio became particularly important during portions of the visit. The client wanted to know what was being communicated to me during the appointment.
Listening to the Dental Hygienist
I spent most of the appointment with the dental hygienist.
I paid attention to what was explained during the cleaning, how I was treated, and anything else required by the assignment.
Eventually, the dentist examined my teeth and made recommendations.
The assignments I completed covered the examination, X-rays, and cleaning. They did not involve fillings or other dental work.
That's an important distinction.
I'm describing my own dental mystery shopping assignments. No one should assume every dental mystery shop today will follow the same procedure.
The mystery shopping company's instructions always control the assignment.
Revealing Myself at Checkout
Another unusual part of these assignments came at the end.
For the dental shops I completed, I was instructed to reveal my identity only to a designated person during checkout. I received specific instructions on how to do that.
The offices knew that a mystery shopper would eventually visit, but the employees I was evaluating weren't supposed to know during my appointment.
I followed the procedure exactly as instructed.
That's especially important with a revealed component. Don't decide on your own when or how to identify yourself. Follow the mystery shopping company's directions.
Reviewing and Submitting the Video
After leaving, I still had work to do.
I needed to make sure the video and audio had been recorded properly, then submit the required files and report.
Video assignments can produce large files, and the method used to transfer those files has changed considerably since I completed some of my earliest shops.
The technology may change, but the principle doesn't.
Check your recording before considering the assignment finished.
A detailed written report can't replace required video that failed to record.
My First Video Equipment Was Provided to Me
When I started doing video mystery shopping, I was fortunate.
The mystery shopping company provided the equipment I needed.
My setup included a recorder, battery, button camera, microphone, video card, and connecting wires.
That let me try video mystery shopping without making a major equipment investment right away.
I wouldn't tell a new shopper today to expect a company to provide equipment. Requirements vary by company and assignment.
I'd first recommend gaining experience with traditional mystery shopping. Learn how to follow scenarios, remember details, meet deadlines, and write accurate reports before moving into more complicated video assignments.
Recording Laws Matter
Hidden-video assignments require an additional level of responsibility.
Laws governing audio recording, video recording, consent, and privacy can vary by jurisdiction and circumstances.
Don't assume that because recording is permitted in one situation, it's automatically permitted somewhere else.
For a professional video mystery shopping assignment, follow the mystery shopping company's procedures and make sure you understand the requirements before recording anyone.
An Unusual Mystery Shopping Experience
I wouldn't describe dental mystery shopping as a typical beginner assignment.
Too many things are happening at once.
You're following a scenario, interacting naturally with dental employees, remembering what happens, making sure your equipment is working, and eventually submitting both the recording and the required report.
But that's also what made these assignments memorable for me.
They showed me just how varied mystery shopping can be.
One day you might be evaluating a convenience store. Another day you might be checking product displays in an office supply store.
And on another assignment, you might find yourself sitting in a dentist's chair with a hidden camera under a dental bib, paying close attention to everything happening around you.
That's one reason I've always found mystery shopping so interesting.
About the Author
I'm Mystery Don (Donald J. Servais, Jr.), and I've completed mystery shopping assignments for restaurants, hotels, apartment communities, automobile dealerships, new-home builders, and other businesses.
I created MystShopper.com to share what I've learned from my own experiences, help new shoppers avoid common mistakes, and explain how legitimate mystery shopping really works.
I'm also the author of Take That Job And Mystery Shop It!, which includes beginner-friendly advice, real-world mystery shopping experiences, and a directory of more than 150 mystery shopping companies.
Drawing on my 45-year career in television, I've also written 7 Keys to Success in a Changing Television Industry, a guide for people interested in building a career in television and video.
My goal is simple: honest guidance without the hype.
We're always looking for new faces to visit different places.
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