Mystery Phone Shopper Program

You’ve heard the expression “you never get a second chance to make a first impression”, nowhere does this ring truer than with your practice’s phone skills.

In an average veterinary practice, 15 to 20 percent of your clientele is lost each year through no fault of your own. Some people die, some pets die, others move away, some follow the recommendations of family and friends and change veterinarians. If you have 5,000 clients, that means you must replace 1,000 per year, or over three per day just to stay even!

The average client in a comprehensive practice spends over $450.00 dollars per year. If you book one more phone shopper per day for a year, that is equal to $140,400!

(1 call per day x 6 days x 52 weeks = 312 calls per year x $450.00 = $140,400)

That is $140,400 per year in income that is lost if your health care team members lose the opportunity to convert phone shoppers to clients with appointments. Most importantly, if you can convert telephone shoppers to clients, you will have the opportunity to educate them on healthcare and behavior issues, and focus on wellness and pet parenting.

Marketwise Veterinary Management Consultants has developed a Mystery Phone Shopper Program that will test and record important service and sales criteria. Criteria that studies have shown are required to optimize telephone skills, customer service and enable your staff to book telephone shoppers. We pose as prospective or current clients inquiring about services or products to test, monitor and train your front-line health care team members.

We study your health care team’s public relations skills, ability to provide Information and knowledge as well as appointment making skills. Are the Seven steps to an appointment being covered? Are the 10 most important things to do on the phone demonstrated? Are any of the 5 forbidden telephone phrases spoken by your team members during the call? We study the telephone techniques of your practice and help you to inspect what you expect.

At the conclusion of the call, Marketwise Veterinary Management Consulting, provides the veterinary clinic with a report detailing the results and a transcript of the call. Our experience and expertise in interpreting the data allows us to make actionable recommendations. Our reports grade the call, highlighting strengths, and opportunities for improvement – showing you exactly where and how you can improve service, raise client satisfaction, saving hundreds of thousands of dollars in lost revenues and payroll costs.

We have a standard group of questions which ensure that we cover the most frequently asked questions your health care team will encounter from “potential clients” on a daily basis. Your practice can give us specific instructions or alternatives questions to ask at any time. You can also designate which receptionist do or do not receive calls. We typically call on a random rotation of times but the timing of calls can be personalized upon request. Many practices tie employee bonuses or incentives to our mystery shopper reports. The name of the front-line health care team member is blanked out on all transcripts, enabling practices to distribute and discuss, serving as an excellent training and motivational tool. Our Mystery Veterinary Phone Shopper Program will help your team members to achieve a high level of skill and self confidence, allowing them to turn “potential clients” into “established clients”

In today’s increasingly competitive market, driven by informed consumers with high expectations, MarketWise Veterinary Management Consulting can provide that extra edge in your efforts to acquire and retain clients. Rely on our Mystery Veterinary Phone Shopper Program to ensure your practice’s high standards of customer service.