Mystery ShoPPING SERVICES FOR CARE PROVIDERS
Mystery shops are so important!
Do you know how your enquiries are being handled?
Do you know how quickly a web enquiry is contacted or how a telephone enquiry is handled?
Are your team just sending a brochure, or are they actively encouraging all your new enquiries to come and visit your home, however tentative their situation may seem?
Do you know how your care home looks and feels to a prospective resident and their family when they visit?
How is the visit itself conducted and how will that family feel after their visit? Have your team built that vital rapport with them, or has the family left your home feeling that you weren't really interested in them?
Will your team actively follow up an initial enquiry, brochure request or visit? This is one of the main stumbling blocks for many providers and one which will see your immediate-need and long term enquiries being lost to your competitors.
We work with care providers who have their own sales teams and those whose enquiries are managed by other team members. Our mystery shops are completely bespoke to your needs and we talk through any concerns you may have for each of your services, as well as anything in particular you would like us to look at.
We offer telephone calls, web enquiries and visits in person – whether on a pre-arranged visit or unannounced basis; we offer these on weekdays, evenings and at weekends.
We are also happy to mystery shop your competitors in the same way.
Some clients ask us to undertake a telephone call and/or web enquiry in the first instance, and then review which of their homes would benefit from a personal visit.
Other clients, maybe with a large portfolio, ask us to focus on particular homes/retirement communities that they feel may require more support, have challenged occupancy or are situated in locations where they need a greater understanding of their local competition.
For domicilary care agencies, our 'in hours' and 'out of hours' telephone calls also provide valuable insight into your service.
Detailed reports with a scoring system are sent to you on each of the above (usually within 48 hours of our enquiry or visit) and a final report sent to you (usually two weeks after our enquiry or visit) to detail any final contact the service has made with us.