GUIDE · CHECKLIST
Does your company really handle calls in Spanish? Check in an hour.
A Spanish form is the easy part. This checklist walks the whole path a Spanish-speaking customer takes, from the first call to the reminder text days later, so you can see where the Spanish stops.
You do not need our product to use this. Everything on it can be done in most modern CRMs, and several items need no software at all. Grab a phone that is not on your account, and go.
Before you start
Use a phone that is not on your company account, so the system treats you like a stranger. Do the whole thing in Spanish. Write down what comes back, and when. That is the whole method.
Part 1: The first contact
- Fill out your website form in Spanish. Does the form itself have a Spanish version? If not, stop here. That is your first finding.
- Read the auto-reply. What language is the email or text that comes back right away? This is the most common break, and the fastest to find.
- Call your main line after hours. What language is the voicemail greeting? Does it tell a Spanish speaker anything they can act on?
- Miss a call on purpose. Call from the outside phone during a busy hour and hang up before anyone answers. Does anything come back? A text? In what language? How many minutes later?
Part 2: The booking
- Book an appointment in Spanish. If there is a booking link, follow it. Is the calendar page in Spanish? Are the dates and labels?
- Read the confirmation. The text or email that says you are booked. What language?
- Wait for the reminder. The day-before reminder, if you send one. What language? Reminders are usually built last, so they usually stay in English.
- Try to change the time. Follow the reschedule link, if there is one. What language is the page it opens?
Part 3: The people
- Who picks up a Spanish call at 2 PM? Name the person. If the answer is "whoever is free," the answer depends on the hour.
- Who picks up a Spanish call at 8 PM? Same question. If the answer is nobody, that is a finding.
- Who texts the customer back? Can that person write natural Spanish, or do they translate on their phone?
- Does the language get saved? Open the customer record. Is there anywhere that says this person speaks Spanish? If not, the next person to touch the record will not know.
Part 4: The numbers
- How many calls came in Spanish last month? If you cannot answer, the language is not being saved.
- How many of those booked? Compare it to the English calls. If you cannot split the two, nobody at your company can see the gap.
HOW TO SCORE IT
What to fix first
The auto-reply. It is the cheapest fix and the one that catches the most people. After that, the voicemail greeting. After that, save the language on the customer record, so every message after can read it.
Ten minutes usually finds the expensive break: what happens to a Spanish voicemail after six, and how long a web form actually waits for a reply. Everything else is detail.
Questions we get asked about this
Do I need your product to use this checklist?
No. Everything on it can be done in most modern CRMs. Several items need no software at all. It is written so a company can check its own phone honestly. Even if the answer is that it does not need us.
How long does a self-check take?
Most owners get through it in under an hour. The expensive findings usually show up in the first ten minutes. What happens to a Spanish voicemail after six? How long does a web form actually wait for a reply?
What is the one item most companies fail?
Staying in the same language. Plenty of companies answer in Spanish on the phone. Then they send every follow-up text and reminder in English. The person gets lost somewhere between the call and the booking.
Related
Rather we ran it?
The Spanish Check-Up is the same checklist, done by a real person on your real phone line, at no charge. Or book a call and we walk through your results together.