that makes me think of when i worked at starbucks. every few months, we would have 'secret shoppers'. they come in and watch our every move, how we treat customers, how long we take to make orders, etc. they even ask us a questions about products that we better have an answer for. it was so frustrating, cause we would never know when they were in the store. one day, we would get an evaluation in the mail, so that is how we know.
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