The twelve checks
Time to first reply on each channel. Whether the reply answered the question or deflected. Whether a price band was given. Whether two specific appointment times were offered. Whether the person's name was used. Whether the doctor's name was mentioned at all.
Whether anything arrived in writing afterwards. Whether the number is on WhatsApp at all. Whether the phone was answered within five rings. What the hold experience is like. Whether the 9pm message got any automated response. And whether anyone followed up the next day.
Selling products or courses alongside the clinic?
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Do not tell the staff
A mystery shop the team knows about measures nothing. Use someone outside the clinic, a number nobody recognises, and an ordinary question — not an unusual one that would tip them off. The point is to see the normal experience, not the best one.
And when you have the results, treat them as a process problem rather than a personal one. Almost every failure on that list is a missing script, a missing owner or a missing automation — not a bad employee.
What to fix first
In our audits the same three come up: nothing answers after hours, the price question is deflected, and no specific appointment time is ever offered. All three are fixed with templates and one automation, in under a week, with no budget.
Re-run the mystery shop thirty days later with a different person. If the numbers have not moved, the problem is ownership rather than scripts — somebody needs to be named and accountable for the inbox on each shift.