began 8/23

Hi Emily -

EMAIL DRAFT:
Hi Team,

You've been secret-shopped! Attached is the full report.

 

We input a lead, commenced with text engagement, & called the front desk inquiring about Morpheus8.  

Here is the recorded call: 

https://drive.google.com/file/d/1uVg2XMDlCabZOF_W1H8us_iY-z8HLzzn/view?usp=sharing 

 

We received 2 texts from you after we input the lead. However, we did not receive any phone calls from you. Contacting a lead with a direct phone call is the best way to convert a lead into a potential patient. We would love to help set up a plan for you to be contacting leads 3x in the first week with a direct phone call.

 

The salesperson that answered our call was friendly. However, the call could use some work. The salesperson had basic knowledge about the treatment but was unable to answer all of the leads questions. The call also could have had more excitement built around the treatment, spa, and staff. We recommend that you listen to this call and make the necessary adjustments to ensure an exciting and informative customer service experience via the phone. 

When being asked about pricing whether it be on the phone or via text message we recommend answering by providing the lowest price point and then mentioning that an accurate price can be provided during the consultation. 

We highly recommend that you schedule a Front Desk Training so we can review strategic ways to answer lead questions as well as put in place a follow up protocol for you to be calling leads with direct phone calls. This will help the overall customer acquisition of your business! 

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

Hi Emily  - can you please confirm if this shop has been sent to the client. Thanks :)

Elizabeth  I think the welcome email was our fault. can you please remove that part from the report please? Thank you! 

Emily  - updated the report and email draft in the above comment. Ty

Elizabeth  thank you!!