SoCalBikePT - Rancho Cucamonga, California

J C.

Firstly, when you indicate you want a phone call follow-up through their customer form, you automatically get an email stating to contact someone else and email them with your questions, despite actually selecting yes. Your sales funnel and automated emails clearly doesn’t pick this up correctly.

This is the first area of improvement – update your automated emails.

Secondly, you get to schedule your consult. I booked a consult over a week ago but the booking system doesn’t automatically consider where the person is booking from and update to their local time zone like most online booking tools do.

This is the second area of improvement – update to a better scheduling tool.

Yesterday I received confirmation of my booking times and reminders.

15 minutes before my booking today instead, I was rescheduled – with a message saying it had been successfully rescheduled.
Not because I initiated it. Additionally, no explanation was provided, even though I provided my email and phone number in their contact form.

Its even more poor form, with all your automated messages, to receive a confirmation, a reminder, and all with no explanation. Its practically like spam the automated sales funnel he runs. How is someone supposed to have faith that you won’t just reschedule again especially after the first reschedule with no explanation or communication?

This is the third area of improvement – communication.

I tried to search for contact details of your business and even tried the links on your website.

This is the fourth area of improvement – try updating your links to your Instagram.

I then tried to contact Tim by sending through another ‘contact form’ to provide this feedback. My ‘rescheduled’ appointment was shortly cancelled 10 minutes later. Again, no communication (I guess my initial suspicion that the company is immature / unprofessional is valid).

This is the fifth area of improvement – chucking a sad because someone provided constructive and mature feedback asking a valid question as to why the appointment was rescheduled. You clearly had time to attend my appointment, as you spent that time reading your new lead and cancelling the rescheduled appointment you initiated.

Lastly, I do have serious concerns about my leg, and your team came highly recommended. However, from the above issues can tell the immaturity of their processes and business.

Don't believe the marketing emails "I take care of my people" that you'll immediately be signed up to just for scheduling an appointment etc.

Like a child he threw the toys out of the pram.