Here’s how it worked:

Customer/secret shopper would order a drink and make notes of how the reg experience went. Points were docked for things like not asking for a name, not suggesting a food item, not offering a receipt, etc. the secret shopper would take notes on the lobby, eg, how clean the condiment bar was, how clean the restrooms were, the state of the rest of the lobby, etc.

Now here’s how much more serious the siren was about “handcrafted drinks.” The shopper would take their drink and rush to their car to measure the temperature and weigh the drink. That’s how standard were policed. They’d taste it too, but those points were weighed less than temp/weight.

We were held accountable to things like third place and drink standards, not asking customers about their fucking day.