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Mystery Shopping

What does Mystery Shopping tell you about your facility?
  • Effectiveness of phone skills
    • The initial handling of the phone conversation
    • The number of rings before it was answered
    • The wait time before the call was transferred
    • The efficiency of the call back
    • The overall general attitude of the employee who answered the phone
  • Courtesy/friendliness of your staff
    • Could you hear a smile in their voice?
    • Was their vocal tone polite?
    • Did they speak in a hurried or rushed pattern?
    • Did they speak in a positive and upbeat manner?
    • Were they cooperative and give an impression of helpfulness?
  • Ease of customers to obtain Admission information assistance
    • Were we given to the correct person to help make decisions?
    • Are they capable of helping us with our needs and the needs of the residents of the facility?
    • Was it simple to do business with them?
  • Receptivity to the potential client (getting them a description of the potential client information)
    • Did they speak as if they wanted the resident for placement in the facility?
    • Were they showing a positive response toward this type of resident?
    • Was there negativity expressed for the care of this potential resident?
  • Responsiveness of the facility staff (turn around time)
    • What was the turnaround time?
    • Did they show eagerness to meet our time frames?
    • Did they call back if they said they intended to?
  • Sales skills of the staff
    • Did they try to close the deal during the conversation?
    • Were they trying to bring in the business?
    • Did they try to move the placement decision further along?
  • Organization based barriers to completing a sale/admission
    • This deals with making the shopper jump through hoops
    • Were there any comments like, “Yes we want him, but…”?
    • Did they mention there was a first process to take us through before admissions completion?
  • Weekend/night sales and admission capability
    • What is their receptivity for admissions at times other than the normal working hours?
    • Were they eager or hesitant to accept admission?
    • Did they express that there were no admissions at all on weekends?
  • Additional pertinent information as defined