B.C. is hiring people to go undercover and check whether its liquor stores are operating up-to-par.
The government’s Liquor Distribution Branch (LDB) is seeking bids from qualified mystery shoppers, who will discreetly examine the cleanliness, customer service and stock levels at a select number of its close to 140 stores.
The work involves placing alcohol or cannabis purchases atop a retail counter and then observing whether the item is rung-up correctly and if the clerk expresses any ‘thanks’ following the transaction.
If the undercover agent is age 30-or-younger, they’re to take note of whether the clerk asks them for two pieces of government-issued ID, which is a provincial requirement.
Other questions the LDB is hoping to answer through its mystery shopper service include: Was the store clutter-free and easy to navigate?, and: Were all the shelves at least 90 per cent stocked?
Current protocol at LDB stores encourage staff to greet customers within one-minutes’ time and ask them, after three minutes, whether they need help locating items.
All of the items purchased during the job will be done at the contractors’ expense, but may be returned to individual stores for refund.
Those hired will provide the agency with a detailed report of their store findings, including any patterns witnessed and suggestions for improvement.
“The LDB tracks the trends in order to make corrective actions, ideally leading to growth and retention of business,” reads the bid request.
It’s not a new job. The Liquor Distribution Branch is in the midst of finishing up a current contract with a provider of mystery shoppers, which ends this year. It’s seeking a new contractor — with a high-level of experience and competitive cost.
For 2024, the mystery shoppers will have conducted four reviews per store, totalling nearly 572 visits per year.
The LDB is accepting bids until July 6. While the final date for the receipt of questions from contract proponents is June 22, questions received after June 22 may not be answered.
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