Mystery Shopping – Compliance & Regulatory Checks

Compliance & Regulatory Checks

Due Diligence is not something you want to skip

ALCOHOL AND CANNABIS COMPLIANCE PROGRAMS – DON’T RISK A FINE OR A LAWSUIT!

Our youthful looking agents conduct Liquor Control Board Regulation compliance checks of your licensed establishments; verify your staff is checking for two pieces of ID, not serving of intoxicated patrons, evaluate customer service and problem resolution. Receive pass or fail compliance rates of your staff within real time of a shop being validated.

NEW EMPLOYEE TESTING – ARE THEY READY?

You have a new hire and are ready to put them on the floor – Compliance is a huge responsibility. Make sure they are practicing what they have been trained to do. Compliance and customer service policies can be tested early on to make sure mistakes do not happen and become habit.

Sting’s Alcohol and Cannabis Compliance Programs have helped show due diligence when it comes to applying for licensing in future locations in new municipalities, for showing that you care about your community by making very sure that minors are not serving alcohol or cannabis. 

BE SURE YOUR STAFF ARE ASKING FOR TWO PIECES OF ID AND FOLLOWING YOUR POLICY AND PROCEDURES.

COVID-19 has added a new level of COMPLIANCE TESTING. Make sure your staff are being safe and ensuring COVID Compliance. Set up a program that includes training and testing with Sting today!

  • LRS:
    • Alcohol Compliance Programs
      • These shops are designed with Alcohol Compliance in mind for our liquor store clients. These shops are quick and to the point. Sting sends in our younger looking evaluator (ages 19-23) to attempt a purchase and see if they get asked for identification as well as make sure that two pieces are shownProgram can consist of monthly, quarterly, or full house compliance testing.
    • New Employee Reports
      • These shops are designed to test the new employee on Alcohol Compliance, as well as a series of customer service questions to make sure they are following your in-house policies and procedures.
      • Employees put through the program can be tested and must PASS before allowed to work on their own; and should be retested should they ever FAIL in one of our monthly or quarterly programs.
    • Full Customer Service Report
      • Our most popular LRS shops, the LRS Full Report cover Alcohol Compliance but also concentrate on the Customer Service that your staff is providing. Along with an ID test, it notes the greeting the evaluator receives on arrival, it asks whether the evaluator was offered help, were the attendants actively working, were they dressed appropriately, was the store clean and tidy, along with the demeanor of the staff, their ability to upsell and many other customer service questions. There is also a phone call performed, if desired, to make sure that the people reaching out to your location are being helped with the same level of customer service.
      • Program can consist of monthly, quarterly, or full house compliance testing.
  • Pub/Restaurant:
    • Location Compliance
      • These shops are designed with Alcohol Compliance in mind. There are 2 tests that may be completed in this shop – the first test would be asking for Identification; 2 pieces of ID equals a PASS, one piece or not asking for ID is a FAIL.

If integrity is an issue, this program involves a second test that includes our 2 Singles Test where the evaluator will order 2 singles, drop enough cash down to cover the 2 drinks and a generous tip and walk away without asking for change. During the audit, we will look to make sure that they were indeed rung in, as well as rung in as 2 singles and not a double. This simple test has proved eye opening results on many occasions.

  • Program can consist of monthly, quarterly, or full house compliance testing.
  • Service Excellence
    • These shops concentrate on the Customer Service your staff is giving. Along with an ID test, it time stamps the greeting the evaluator receives, the drink order and its delivery, the food order and its delivery and whether a 2-minute check was performed along with the demeanor of the staff, their ability to upsell and many other customer service questions.
  • Night Club:
    • Location Compliance
      • These shops are designed with Alcohol Compliance in mind. There are 2 tests that may be completed in this shop – the first test would be asking for Identification; 2 pieces of ID equals a PASS, one piece or not asking for ID is a FAIL.

If integrity is an issue, the second test would include a test where the evaluator will order 2 single drink high balls/well drinks, drop enough cash down to cover the 2 drinks and a generous tip and walk away without asking for change. During the audit, we will look to make sure that they were indeed rung in, as well as rung in as 2 singles and not a double.

  • Integrity Audit
    • These shops can either test on any given employee or narrow in on a suspected employee. Along with the ID Test and a good variety of customer service questions, our evaluator will complete a Drink Count – recording every drink seen leaving the bar for at least one hour. We then request the register tape for that time period and do an audit to make sure everything was rung in properly.

The Drink Count Narrative that comes with this report covers the entire visit with time stamps. These narratives are extremely revealing. Servers spending time on the phone, staff doing rounds of shots – as well as all the good things your staff do – if you really want to know what goes on when the boss goes home, this is the shop you want.

* These shops are completely customizable.

  • Cannabis Compliance Programs
    • These shops are designed with Cannabis Compliance in mind for our liquor store clients. These shops are quick and to the point. Sting sends in our younger looking evaluator (ages 19-23) to attempt a purchase and see if they get asked for identification as well as make sure that two pieces are shown.
    • Program can consist of monthly, quarterly, or full house compliance testing.
  • New Employee Reports
    • These shops are designed to test the new employee on Cannabis Compliance, as well as a series of customer service questions to make sure they are following your in-house policies and procedures.
    • Employees put through the program can be tested and must PASS before allowed to work on their own; and should be retested should they ever FAIL in one of our monthly or quarterly programs.
  • Full Customer Service Report
    • Our most popular shops, the Full Report cover Cannabis Compliance but also concentrate on the Customer Service that your staff is providing. Along with an ID test, it notes the greeting the evaluator receives on arrival, it asks whether the evaluator was offered help, were the attendants actively working, were they dressed appropriately, was the store clean and tidy, along with the demeanor of the staff, their ability to upsell and many other customer service questions. There is also a phone call performed, if desired, to make sure that the people reaching out to your location are being helped with the same level of customer service expected.

 

Program can consist of monthly, quarterly, or full house compliance testing.

We have a COVID-19 course template we customize to your guidelines. It can be as detailed or as basic as you like. With location photos of plexiglass barriers, hand washing stations and hand sanitizer stations for customers that need to be checked constantly – we can create an online COVID-19 Compliance Training Program, customized to you and your business. You can put every employee through the training for consistency and can make it so they have to pass with 100% (like WHMS which we also offer).

Records are available in real time, on demand, through a mobile app or login through a computer. The employee gets a certificate with your logo on completion.

We will supply signage for your location to hang to let your customers know the steps you have taken to be safe as well as the current provincial restrictions.

This program will include testing as well, our mystery shopping program can be run weekly, monthly, quarterly, we can target certain employees you think may be slipping or you can have all your staff evaluated in a quick campaign.

As everything COVID changes quite frequently, we can continually update your training/testing as required by you. You can decide when your current employees need retraining, for example, due to new provincial restrictions.