097: Improve Your Patient Experience by Secret Shopping
A great customer experience just can’t be beaten. I mean wouldn’t you keep going back to someone who gave you a red carpet experience from start to finish? 🎩🏆
You can ensure that your customer experience is dialed in with a “secret shopper.” These are individuals who provide valuable insight (AKA both good *and* constructive criticism) regarding how you and your employees interface with patients. 💬
They gather alllllll the information you can think of so that you can see just how smoothly everything is going behind the curtain or if there are some holes in your bucket that need patching. 🪣
Now, you may be asking, “Well.. what if they say something a little less than friendly?” 😐
To which I would say that if you want to grow, have a better practice, serve more people, and get more referrals, then you’ve got to be open to receiving feedback, refining your processes, and making changes.
Some things may be hard to hear and I get it, but I promise – a good secret shopper is worth their weight in GOLD for your practice. 🥇
Market researchers and big corporations secret shop themselves alllll the time. So, even if you’re a solo practitioner or run a wellness center, secret shopping can provide great feedback!
- (4:45) What exactly is a secret shopper and what do they do?
- (7:41) Learn what’s working from start to finish.
- (9:38) The one question you HAVE to ask your shopper.
- (11:57) The Achille’s heel I usually see in practices.
- (14:02) How to recap after your secret shopper is done.
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