Mystery Shopping

Learn about the strengths and weaknesses of your practice from a customer’s perspective.

How CCG’s Mystery Shopping program benefits your practice

Understanding how your customers experience your practice is critical to growth, but it can be difficult to truly get that perspective without being creative. So here’s how to step outside the box.

Crampton Consulting Group’s Mystery Shopping program. It’s simple but beautifully effective.

Via phone calls made to your practice, our consultants gauge and review the strengths and weaknesses of your customer engagement process. Results are presented in a comprehensive report, revealing valuable insight and pinpointing key focus areas for customer service improvement.

The many benefits of this program include:

Improved competitive edge through customer service sales and technique improvement
Increased product sales and bottom line
Better use of training dollars with targeted sessions based on report outcomes
An uplift in customer experience
An objective assessment of your current service levels

The next step? A no obligation conversation to understand your needs.

Talking to us is about discovery, find out how can help you.

Hear what some of our clients think:

Strategic Planning and Partner Alignment

Crampton Consulting Group have been an integral part of Pacific Vetcare's dramatic growth and development for over ten years. Three areas that they have made a major difference to our practice in the last 12 months are; their guidance and insight into the development of our new strategic pan, their experience and ideas for the induction of two new partners and the empowerment of our practice manager.

Business Coaching

Over the past three years we have used Crampton Consulting Group to guide our staff and business to a much better place. Their business coaching package has enabled us to easily benchmark my business and by ways of simple graphs, let me know how the business and individual vets are tracking. Their training and assessing of the staff and development of a Staff Handbook has become the backbone of accountability that has helped in every facet of the business.

In Practice Training

The results have been fantastic. The nurses are really taking ownership of the anaesthetics and patient care which is a positive thing for them and the patients! In short, it was the best clinic training we have ever had, nurse or vet based!

Team Profiling

Our team came away buzzing and focussed with a greater appreciation for each other, their personality types and their roles within the practice.

ProSkills Online Learning

On being advised to complete an online course through ProSkills I thought it would be like other time consuming courses that other companies offer. Once starting the course, it was so educational and quick i couldn't believe it. I learnt so much that will help me in clinic. Thank you ProSkills for providing a quick and educational course that I will be happy to recommend to anyone in the profession. Also, some of the vets got hold of my notes and learnt a thing or two. Just shows anyone can learn from doing a ProSkills.

Customer Service Intelligence

The team took away not only a better understanding and appreciation of customer service but more importantly how they can improve on this. I would have no hesitation in recommending this to practices wishing to improve the customer service aspect of their business.

ProSkills Online Learning

I have participated in three Crampton Consulting Group courses covering HR and marketing subjects. CCG have given me so much fantastic advice and I've been able to implement a ton of it back in my clinic.

Leadership Intelligence

The course has been great and has really given me the confidence to tackle tricky staff issues. I feel that it has removed the uncertainty surrounding situations and will benefit me for years to come.

Hear what some of our clients think:

Strategic Planning and Partner Alignment

Crampton Consulting Group have been an integral part of Pacific Vetcare's dramatic growth and development for over ten years. Three areas that they have made a major difference to our practice in the last 12 months are; their guidance and insight into the development of our new strategic pan, their experience and ideas for the induction of two new partners and the empowerment of our practice manager.

Business Coaching

Over the past three years we have used Crampton Consulting Group to guide our staff and business to a much better place. Their business coaching package has enabled us to easily benchmark my business and by ways of simple graphs, let me know how the business and individual vets are tracking. Their training and assessing of the staff and development of a Staff Handbook has become the backbone of accountability that has helped in every facet of the business.

In Practice Training

The results have been fantastic. The nurses are really taking ownership of the anaesthetics and patient care which is a positive thing for them and the patients! In short, it was the best clinic training we have ever had, nurse or vet based!

Team Profiling

Our team came away buzzing and focussed with a greater appreciation for each other, their personality types and their roles within the practice.

ProSkills Online Learning

On being advised to complete an online course through ProSkills I thought it would be like other time consuming courses that other companies offer. Once starting the course, it was so educational and quick i couldn't believe it. I learnt so much that will help me in clinic. Thank you ProSkills for providing a quick and educational course that I will be happy to recommend to anyone in the profession. Also, some of the vets got hold of my notes and learnt a thing or two. Just shows anyone can learn from doing a ProSkills.

Customer Service Intelligence

The team took away not only a better understanding and appreciation of customer service but more importantly how they can improve on this. I would have no hesitation in recommending this to practices wishing to improve the customer service aspect of their business.

ProSkills Online Learning

I have participated in three Crampton Consulting Group courses covering HR and marketing subjects. CCG have given me so much fantastic advice and I've been able to implement a ton of it back in my clinic.

Leadership Intelligence

The course has been great and has really given me the confidence to tackle tricky staff issues. I feel that it has removed the uncertainty surrounding situations and will benefit me for years to come.

Leadership Intelligence Program

The number one issue for veterinary business owners is often staff and HR. More than ever at this time of industry-wide staff shortages a successful veterinary business needs to recruit and retain excellent team members. PRAH has approached the problem by creating a safe happy work environment, focusing on staff engagement, skill development and career progression. This is not easy. One key is developing the leadership skills of both the business owners and key staff. To achieve this, we worked closely with Provet's Crampton Consulting Group and engaged them to work with us on their Leadership Intelligence Program. We worked with Sue Crampton and her team on this specific program and the team engaged with their knowledgeable, friendly, and accountable style that created positive training sessions. After completing the course, the business owners and staff have the skills to deal with the challenges of running a vet clinic and to also set the agenda for where we want to be in the future. We could not have done it without Sue and the CCG team, and we will continue to work with them in the future.

Vet Nurse Consultation Intelligence

We have engaged the assistance of the Crampton Consulting Group within our practice over the last 6 months and have achieved some remarkable results within our team. With the support of Jess, Sue and Tania, we have been able to streamline our processes and practices and move into a teambased consulting structure within our consultation rooms with great success. Our team has been supported, engaged, and transformed with the help of the Crampton team, and now operate with efficiency, better accuracy and with a fantastic easy to follow structure and feel empowered and able to operate confidently with our clients. This has allowed our vets to have greater flexibility, time management and reduced stress as well as given our team the ability to diversify their skills and take on new responsibilities within the clinic. We can better manage our workflow, maximise our time and give better patient care as a result of the new program implemented, with fantastic and constant support from the Crampton team. Nothing has been too much trouble and they have been part of the process every step of the way resulting in happier, more efficient staff and greater efficiency and operations across the clinic.

GET IN TOUCH

48 Bell Are Ave Northgate QLD 4013
+61 7 3621 6005
ccgenquiries@provet.com.au

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