My friend owns a shop with three employees. On occassion, he has "mystery shopped" his employees to see how well they handle phone inquiries. Rather than pay an outside, unbiased agent to conduct the mystery shop, he has his friends and family pose as potential customers, then report back to him. He didnt' like how one new employee handled a phone call, so he fired him. We are debating whether he is handling this right. I say he should hire an objective agent if he is going to use the information to terminate employment, or at least give the employees a chance to "make it right". The poor employee didn't do anything illigal, it just wasn't "good for business". He thinks its OK to use people close to him as Investigators and to fire people if he doesn't like what these friends and family report. What do you think?
Is this ethical for a small business owner?
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