In this episode I walk people through a Pret mystery shopper report. The weekly mystery shopper visits are the main reason staff are drilled to smile, chat, give eye contact despite the immense busyness. Giving a freebie can get a staff member £100 reward. And if 1 staff doesn't smile, the whole team can get penalised by not getting bonus if the mystery shopper isn't happy.
For more info please see the emotional labour articles I have collected and written with more mystery shopper reports: https://expret.org/media/grief-mental-health/dangers-of-emotional-labour