Secret Shoppers

Hello all,

I’m looking for some advice on how to respond to a situation.

Our corporate office has recently expanded our company into a new state (state will remain un-named for the time being) and about a month after setting up shop here while I was out scouting new locations I came across a competitor. Well I approached him just to se if what he was doing was in fact exactly the same as what I was offering. I was (I thought) very polite and non-intrusive (I didn’t explain who I was though) well sure enough he was offering the same free service just like all of us do and so having my curiosity satisfied I moved on and decided to look elsewhere for new locations to set up (simply out of courtesy)

Then a few weeks later, I get a call from one of my tech.'s that this same guy came by one of our locations and was trash talking our company and trying to probe into how our procedures work. In the same day he came by the site that I was working but for some reason when he pulled up and we made eye contact he just kept on driving.

Now if he had just come up and ha a conversation with me I would have been more that happy to talk to him about some things (maybe even sent some business his way since were not set up in his area) but I don’t know any business person who would divulge the inner workings of their company to a competitor.

The probing doesn’t bother me as much as the trash talking. Probing a competitor for info is common place but bad mouthing our company to one of my employees (in front of customers especially) is un-called for.

Thanks for letting me vent and I’m happy to hear any comments or advice on how to respond to this. I will not be disclosing the name of the Competitors Company for 2 reasons. One, it isn’t really relevant and two, I do believe he is a member here to and I don’t wish to give him any ad press


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I meant to say I do not wish to give any BAD press (not ad press)

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Mr. Chips,
Unfortunately, windshield repair is a very competitive, cut-throat, business. There are those willing to do repairs at half the price just to make some income. The problem is, they do crap work. And they get away with it just long enough to put a bad taste in the customers mouth concerning the next windshield repair they may need. The other problem is, there are certain parties that feed the (lawsuit) fire. Yes, spies.. They ask pertinent questions concerning the type of resins, type of repairs, what you charge etc.And report back to the person instigating the suits. Reason, to eliminate competition by fear of suit. Less competition means a bigger slice of pie for them.. Most people do not have the means or knowledge to fight a lawsuit, and agree to close and pay a settlement forever just to end it. So, I can say yes, I'd be wary of anyone asking the type questions that I feel is irrelavant to the repair being done. As for nasty looks, I see 1-5 of my competitors weekly, we seldom speak, and seldom make eye contact.. Its business..

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Thanks for the comment Glassdoc,

Bassed on that tho it would seem I probably have nothing to fear... Our corperate affiliate is quite strong and nation wide. the irrelavant questions I can deal with I just dont see the need to trash talk esspecially infront of our customers. but I guess everyone has a different level that they are willing to stoop to right?

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