At Proinsight, our job is to help clients understand what’s really happening on their front line — and that starts with you. One of the most valuable pieces of information you provide is a clear, respectful description of the staff member who served you. When your description is accurate and professional, it ensures that the right person receives recognition, coaching, or follow‑up. Your attention to detail genuinely helps organisations improve their customer experience.

Below is a simple guide to help you describe staff members confidently and ethically.

✅ What You Should Include (DOs)

Focus on objective, visible details that anyone would notice at a glance. These identifiers help the client pinpoint the correct member of staff without touching on anything sensitive or personal.

Hair

  • Hair colour (blonde, brown, black, grey, dyed colours)
  • Hair length and style (long, short, ponytail, curly, shaved)
  • Bald or close‑shaven heads

Eyes

  • Eye colour (only if naturally noticeable — no staring!)

Facial Hair

  • Beards (full, short, neatly trimmed)
  • Moustaches
  • Stubble
  • Clean‑shaven appearance

Accessories

These are especially helpful for identification:

  • Glasses (colour of frames, shape)
  • Jewellery (earrings, rings, necklaces — if visible)
  • Watches, bracelets
  • Visible tattoos (e.g., “small wrist tattoo”)
  • Hair clips, headbands, hats (if part of uniform)

Other Neutral Visual Details

  • Piercings (if visible)
  • Distinguishing but non‑sensitive features (e.g., freckles, dimples)
  • Clothing and uniform details, including colours, branding, name badges, or unique layers like hoodies or jackets

These details help Proinsight clients confidently identify the right person while keeping all descriptions appropriate and respectful.

❌ What You Should Avoid (DON’Ts)

Some traits are sensitive, subjective, or protected characteristics and must never be included. These are off‑limits:

  • Race, skin colour, ethnicity
  • Gender or assumed gender
  • Age or age estimates
  • Height or weight
  • Body shape
  • Any comments on attractiveness

If something is personal, guesswork, or could be interpreted negatively, leave it out. Your job is to describe someone professionally, not judge or interpret their identity.

✅ Why Getting It Right Matters

A strong description ensures:

  • The correct staff member is recognised for great service or coached constructively
  • Fair and accurate reporting, which benefits both the employee and the business
  • Consistency across mystery shop reports, helping Proinsight deliver top‑quality insights
  • Respect for everyone involved, maintaining a positive and professional standard

Good descriptions help us support brands to be better — and you play a huge part in that.

✅ Example of a Good Description

“The staff member had short dark brown hair, wore black rectangular glasses, and had neatly trimmed stubble. They were wearing the standard company polo shirt with a name badge and had a small tattoo visible on their left forearm.”