To understand this better, lets carry forward the example of the mystery shopper's report, mentioned previously.

So you found a lot of gaps in the way things are done at your store. You get into a discussion about this with your store manager, and highlight the aspects you believe require attention. Typically your store manager goes about closing out these gaps by taking it up strongly with the concerned employees. Make no mistake, in the world of operations there are numerous objects/events/matters one needs to keep an eye on, all at the same time. It is no easy task by any stretch of imagination. So what does this do to the way in which your foot soldiers respond? Right now they're probably thinking - "what can one man do? I don't have a million minds to take care of this, and this, AND this...AND that too!..." or, "I did everything he asked me to do! Why is he still pointing fingers at me?!" and so on. How effective do you believe this would be in changing things at your store? Ok, lets put that question aside until we've seen the other side of the spectrum.

So, you've picked up things from the mystery shoppers' report that are gaps in the way things are done at your store. But, you haven't missed the good aspects. You highlight these good aspects to your store manager, and ask him to make changes based on those good aspects. Typically something like this - "Our store lighting, music, ambiance is excellent. Customers really like it. Why don't we make sure this is showcased even further, by ensuring that at no time do we have our store employees standing around in groups? " or, "our product is of a very high quality, and customers are actually keen to buy inspite of the higher costs. So, to enhance the sales of our products, and make customers want to come back, why don't we create a better customer experience while he or she is in our store? How about starting with making sure all our employees actually interact a bit with the clients?... ask a few need based specific and open ended questions for example".

Highlight the good aspects while ensuring the gaps are communicated, suggest change ideas, and leave the scene. Simplicity is the order of the day. A change revolution, that's what you're putting into motion! That's the subtle, yet large difference between effecting change, and affecting change.