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From the list: Front Desk Support

✔ Secret Shop for 30 day follow up - finished by Mon, Oct 30.

Nicol R. added this on Oct 04, 2023
Completed Nov 06, 2023 by Elizabeth R.

Assigned to: Elizabeth R.
Due on: Oct 12, 2023
Notes: Elizabeth Hello!

Boulder did their FDT on Wed, Oct 4. I would like to be able to schedule their 30-day follow up for the morning of Wed, Nov 1.

Can you please initiate a secret shop for Emsculpt-Neo: https://goboulderlasercosmetic.com/emsculpt-neo/

To be finished by Monday, October 30th?

Comments & Events

Elizabeth Ruffa rescheduled this to-do

Was Oct 30, 2023

Now Oct 12, 2023

Oct 04, 2023 at 3:49 PM Notified 2 people

Elizabeth Ruffa

began 10/11 (Meredith)

Oct 11, 2023 at 12:18 PM Notified 1 person

Elizabeth Ruffa

Nicol

- recorded call will be 10/30 first thing when the spa opens

Oct 29, 2023 at 6:35 PM Notified 1 person

Elizabeth Ruffa

Nicol

EMAIL DRAFT:
Hi Team,

As part of our ongoing support to help you reach your marketing goals, we regularly "Secret Shop'' your practice. The information we gather helps us better train your staff, and provides you with the feedback you need to convert as many leads as possible. The process includes inputting a lead into a form on your landing page, communicating via text with your staff after replying to one of your text messages, and finally calling and speaking with the front desk to inquire about one of your services.

Here is your latest full report and your recorded call link for you to review.

Great Job, Keep it Up!

We received 3 texts, 2 calls, and a welcome email from you after we input the lead.
The esthetician who we spoke to was friendly, professional, and knowledgeable. She shared personal experience and built excitement around the treatment.
Your staff did wonderfully. They led the conversation with a personable approach to the treatment. This is extremely beneficial as it establishes a sense that the clinic is a warm and welcoming place and that the treatment will be a positive experience.

Things To Work On

Contacting a lead with a direct phone call is the best way to ensure that a lead is converted into a potential patient. We recommend contacting leads 3x in the first week with direct calls. [Unfortunately we only received 2 phone calls from you]
When discussing pricing, we recommend quoting the cost of the lowest priced applicator and then mentioning any special pricing, promotions, or and financing options that are available. In mentioning a current sale, you create a sense of urgency.
It is critical that anyone who answers the phone knows all about the treatments/services you offer. By having to put a caller on hold (as in this situation) to get someone else to answer questions, this is not an ideal situation and can cause the lead to look elsewhere for service.
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 as well as responding to all text messages.

We would love to set-up a refresher training to expand your company's client acquisition strategy and review best practices to ensure your success.

You can schedule your refresher training here: https://calendly.com/emily-clientmtg/front-desk-training

We look forward to speaking soon.

Boulder Valley Secret Shop Report.pdf 114 KB • Download

Oct 31, 2023 at 2:02 AM Notified 1 person

Elizabeth Ruffa

Hey

Nicol

just making sure you saw this was completed. Ty

Oct 31, 2023 at 9:23 PM Notified 1 person

Brittany Redding, Digital Marketing Manager

Nicol

Please confirm that you saw this and sent it to the client.

Nov 05, 2023 at 7:51 AM Notified 2 people

Nicol Razon

Elizabeth

sent just now

Nov 06, 2023 at 5:06 PM Notified 2 people

Elizabeth Ruffa completed this to-do.

Nov 06, 2023 at 6:17 PM

Elizabeth Ruffa

contact deleted ghl

Nov 06, 2023 at 6:18 PM Notified 2 people