More Feedback:
"I just wanted to take a moment to tell you how well our Mystery Shopper report was received by the Leadership Team.....I believe a big part of their willingness to accept the information was because it wasn't all bad. I think you and your mystery shoppers did a good job of seeing both the good and the bad and made sure that your final report contained both...your company has done a great job giving us an honest, unbiased look at what our customer sees. Thanks!"
- Alan Butler, Director of Guest Services & Security, Medical City Dallas
"The team was impressed with your background in healthcare, your experience, your attention to detail and your commitment to this work as a means of improving customer service in the healthcare setting…Our team's confidence in your abilities has been rewarded...We have been pleased with the in-depth reports received as a result of our first wave of mystery patients."
- Marguerite Lauri, Director of Marketing & Customer Service, Verde Valley Medical Center
"When we asked you to evaluate our projects, you gave us tremendous insight on both the good and the bad. You provided practical suggestions on how to improve our operations and marketing...The reports you prepared for us most recently provided a meaningful analysis of what we are currently doing well and what still needs some work. Your work has definitely been worth the investment."
- David G. Yungman, President, Hallmark Senior Communities
"I wanted to let you know how much I appreciated the work you did for the California HealthCare Foundation…The thoroughness of the process and the professionalism of the "shoppers" allowed us to have insight into a growing problem...The request for detailed reports from the hospitals has been overwhelming. We've received requests from all of the major systems as well as from many smaller hospitals. I would estimate that in all about 75%of the hospitals surveyed now have their reports. A number of them have since gotten back to me indicating they are taking action."
- Maribeth Shannon, Director of Hospitals and Nursing Homes, California HealthCare Foundation
"I have found Barbara's analysis to be the most "on-target" of any mystery shopping service we have tried in the past."
- David A. Lewis, the Forum Group (Currently Executive VP of Retirement Management Co.)
"Bill Neff, our trainer, was dynamic and very well informed about the continuing care sales process. He managed to keep the team involved with the training through his use of interaction...Thank you for the tailored scenarios you created. They were very much on the mark...and since they were so familiar to them, they paid rapt attention."
- Presbyterian Homes & Services, Princeton, NJ
"...to express our appreciation for evaluating the reputation and market position of Independence Court of Ormond Beach. Your customized and educated approach has generated superior information that will lead to the right decisions. Your insights and judgments expressed during our discussions were appreciated. Thank you for your assistance. The report is well worth its cost."
- Richard D. Irwin, President, National Health Management (Currently President of IntegraCare)
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