Phone-Based Mystery Shopper Program
Your Phone Scripting Is Either Making You Money — or Costing You Patients
Most practices leak new patients not at the front door, but on the phone. Full Circle’s Mystery Shopper program sends trained callers through your entire new-patient call cycle — inquire, book, then cancel — so you can see exactly where your team shines and exactly where they’re losing people.
Full Circle's CA Training program was EXCELLENT for my team. The coach is truly gifted at sharing chiropractic and rock-solid procedure to help an office run more smoothly and efficiently. I have noticed a greater sense of confidence in all that my team does.
— Maura Coltsman
The Three-Call Process
Every Call Mapped. Every Moment Graded.
Three scripted calls. One complete picture of how your practice sounds to a new patient.
Call 1
The Inquiry Call
An experienced CA trainer calls as a prospective new patient — asking about services, pricing, and availability. We score tone, knowledge, empathy, confidence, and the team’s ability to convert curiosity into a booked appointment.
Call 2
The Booking Call
The same shopper calls back to book the appointment. We grade how the front desk handles the scheduling process, confirms expectations, handles objections, and sets the patient up for a strong first visit.
Call 3
The Cancellation Call
The shopper calls the following day to cancel. This is where most practices fail — we measure how your team responds, whether they attempt to re-book, and whether they leave the door open or let the patient walk away.
What We Measure
Every Touchpoint, Scored
Each call is evaluated across a detailed rubric covering the moments that matter most to a new patient.
Opening Impression
Did your team answer warmly, professionally, and with confidence?
Objection Handling
When the caller hesitated, did the CA guide them forward or let them drift?
Cancellation Recovery
On Call 3, did your team attempt to re-book — or just say ‘okay, goodbye’?
Empathy & Connection
Did they listen — or just recite a script?
Booking Close Rate
Did Call 1 actually convert to a booked appointment on Call 2?
Information Delivery
Were services, fees, and next steps explained clearly and without hesitation?
The Deliverable
You Don’t Just Get a Score. You Get a Roadmap.
After all three calls are completed, our Head CA Trainer personally reviews the results of every call and delivers a coaching presentation that walks through every call, identifies the exact moments where patients were won or lost, and lays out a clear action plan — specific scripts, CA coaching priorities, and front-desk training your team can implement immediately.
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Full Call Transcripts
Word-for-word records of all three calls so you can hear exactly what your patients hear.
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Detailed Scorecard
Every graded touchpoint rated and explained so your team knows where they stand.
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Coaching Presentation
Our Head CA Trainer walks through every call with specific scripts and training priorities your CA can use right away.
Get Started
Find Out What Your Patients Hear Before They Ever Meet You
One mystery shopper cycle can uncover front-desk habits that have been costing you new patients for years — and give your team the exact tools to fix them.
The CA Mastery Program was a wonderful experience. It gave insight and thought-provoking ideas into the world of the front desk that transformed how my team interacts with patients every single day.
— Monica Phillips-Beck
The way I conduct a staff meeting and lead the clinic has improved greatly. My team has never been more aligned — and it shows in our patient experience and our numbers.
— Dr. James Emmett
Get Started
Order Your Mystery Shopper Package
Complete the form below to get started. A member of our team will reach out within one business day to confirm your three mystery shopper calls.