Secret Shopper
Assessment
Feel confident in ways you’re right on and find clarity in where opportunities lie.
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See your practice through the eyes of your potential patient
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Understand the emotions that drive their decisions
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Find out where you're losing them in the 'funnel of interest'
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Feel confident in what to DO to see real results
(Scroll down for a full detail of what's included!)
Most practices are losing $ massive amounts of revenue $ by
turning off potential patients before they even get through the doors.
It's because today's consumer researches online AND judges us
by that first impression, phone call, text, or email.
Don't let that happen to you in 2025.
Make the
MOST of every ad $ dollar
you spend
Turn frustration (why are 'impressions' and 'clicks' in your online reports not turning into a full schedule?) into confidence & clarity on where to focus your time & energy for the biggest impact
Win the comparison game
See your schedule fill up!
What It Looks Like
We all have blind spots or in many cases are just too busy juggling all of the hats we wear to be objective. The most successful people lean on others to help identify opportunities.
We grew our own practice like CRAZY by studying and applying the psychology of patient emotions and decision-making.
Let us be your back pocket experts, your secret weapon, and empower you to change what matters for real results.
Your Secret Shopper Assessment will include:
Your Results
From the viewpoint
of your consumer
New Insights
What your
consumer wants
Recommendations
Your key
opportunities
Clear Action Plan
What you need to go & do
+ resources to make it easy
Review Call
1:1 virtual review call
with Christine & Lauren
How This Will Help
Online
Conversion
Analysis
Find out where you’re throwing $$$ to the wind and losing new patient inquiries.
Why isn’t online traffic converting into more calls or inquiries? Are you wasting ad dollars and losing revenue by failing to maximize the first way potential patients experience you, which is online?
You will find out:
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How do your website, landing pages, online profiles, and Google My Business profile appeal to a potential patient’s emotions during their online experience?
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What is their first impression?
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Does it foster interest?
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Does interest feed easy clear action?
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Does the viewer feel what they need to feel to convert into an inquiry or patient?
“The fact that 81% of patients will read reviews about a provider, even after they’ve been referred, indicates that we’ve entered a truly consumerist era of healthcare,” says Doctor.com CEO, Andrei Zimiles. “Patients depend on online sources of information more so than ever and are using all of the digital tools available to inform themselves and make healthcare decisions.”
Social
Media
Analysis
Maximize today’s #1 marketing tool.
What’s holding you back from a thriving community of advocates, virtual word-of-mouth wildfire, and quality new premium patients pouring in?
You will find out:
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How do your profiles, organic content, and ads appeal to viewers?
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Is your content working for or against you?
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Does your feed look like an agency is running it, do-it-yourself amateur, or savvy authentic healthcare pro?
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Are you reaching the right people?
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Does your audience feel what they need to feel to build loyalty, increase engagement, or become a patient?
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Does your social media presence reflect the world-class practice you are in real life?
The amount of time people spend on social media is now higher than ever – 151 minutes per day.
That’s 2 1/2 hours each day that your potential patients are on their phones, scrolling social media.
Are you using this tool to reach them effectively?
Inquiry
Experience
Analysis
Never leave $$$ on the table.
Why do online inquiries go cold or calls not convert into appointments? Are there leads that you can’t get ahold of and just disappear?
What happens AFTER the inquiry is one of the most important conversion points in revenue growth.
You will find out:
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Where you are losing conversions in this process. (2 procedures or services)
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Are you winning the race to respond?
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Does your team member lead the conversation to convert caller into appointment? (1 call per procedure/service)
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Is there a pipeline of follow-up? Does it build trust and nurture interest down the ‘funnel’? (1 online form fill per procedure/service)
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Does the inquiry feel what they need to feel to convert into an appointment?
90% of Americans use their customer service experience during their interest journey as a deciding factor on whether or not to move forward with a company.
30-50% of people choose the first person who responds.
For web or social media inquiries: they are 10x less likely to convert if your response is after only 5 minutes!
Competitor
Analysis
Win your ‘comparison’ patient every time.
For the ‘research’ patient comparing their options, why would they pick you? You know how great your practice is. It blows them away when they walk in the door – but what if they never make it there?
You will find out:
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How do you compare with the competition? (up to 3 practices)
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Whose online experience feels better?
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Is their social media reaching people you aren’t?
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Does their social media community feel more authentic?
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Does their inquiry process feel easier or better?
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Do they do a better job appealing to the premium patient’s emotional decision-making?
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Do they win the game of perception?
30-50% of people go to the business that replies first.
80% of your leads will call one of your competitors rather than leave a voicemail.
"Risk comes from not knowing what you're doing wrong"
-Warren Buffett
Trust the Data
We love data! Consumer studies back up the psychology of emotional decision-making. Not only does it feel good to prioritize our patients' emotions, it makes better business sense too!
➡️ 86% of patients are willing to pay +14% higher for what they feel is a great experience (1).
➡️ 95% of spending decisions occur in the emotional area of the brain (2).
➡️ Emotional vs rational marketing performs twice as well (31% vs 16%) for a higher return on investment (3).
(1) PWC Research Consumer Intelligence Series Customer Experience; (2) Gerald Zaltman, Harvard Business School Professor, How Customers Think: Essential Insights into the Mind of the Market ; (3) Pringle & Field, IPA dataBANK Case Studies
The Impact We've Seen
For Others:
⭐⭐⭐⭐⭐ "Invaluable to practices that want to build their patient base."
- Y. Ralph Chu, MD, Chu Vision Institute
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From 94 reviews at 4.6 stars to 422 reviews and 4.9 stars in less than one year!
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Reaching +380% more people on Instagram, +32% more on Facebook
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Traffic clicks from social media ads up 1,000%
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Seeing +20% more leads YOY
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Spending less -24% YOY on cost per lead
These practices saw HUGE results by using our help to identify their gaps, and then using our resources to fill them. Makes us so happy!
For Us:
We worked in private practice for a combined 12 years (together for four) and reinvented the model for success and premium patient care: completely focused on people and their emotions.
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In just two years, we took our social media from 1K to over 14,000 fans and followers and an annual revenue machine of over $2 Million per year in cash pay services from social media alone by changing our focus to patient emotions.
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We pivoted and added over $1 million in just one year through new emotion-focused inquiry call, text, and email follow-up strategies (with no added marketing spend!)
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During our last year in practice together, our premium patient lead-to-consultation rate reached an average of 72% by empowering our phone team with soft skill training.
How It Works
Step 2
We'll send the invoice
for the secret shopper ($3,500).
Step 3
Once we receive payment, we'll schedule your assessment AND send a calendar link to schedule your full review call!
+ We'll add you to Success Confidentials: our video podcast that will level up your practice! 10 minutes (or less!) of us every single week.
