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Derma Gallery - www.dermagallery.com - EC

Cynosure deal
Chris Zelig, MedstarIsaac Klausnser, MedstarHector Mota, Operations Manager at MedstarJonnamae Jumawan, MedstarShane Quast, MedstarCharmae Arcayan, MedstarVania J, MedstarKamie Allen, Content ManagerSelena Vujatov, MedstarAlyssa Workman, MedstarIvonne Ackerman, MedstarElizabeth RuffaBrittany Redding, Digital Marketing Manager at MedstarJenna Maschino, Senior Support Specialist at MedstarJudi Vallano, Medstar +1 others
From the list: Secret Shop

✔ Initial Secret Shop

Elizabeth R. added this on
Completed by Emily
Assigned to
Elizabeth Ruffa Elizabeth R.
Due on
Notes
Initial Secret Shop: 10/10/23
Service: RF Microneedling

Comments & Events

Elizabeth Ruffa rescheduled this to-do
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Elizabeth Ruffa Elizabeth Ruffa
began 10/11 (Meredith Lee) Palmas location
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Elizabeth Ruffa Elizabeth Ruffa
Restarted 10/17 (emily smith) palmas location - lead went through successfully **putting a rush on this as it was delayed**
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Elizabeth Ruffa Elizabeth Ruffa
Hi Emily, Medstar Emily  

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 and a welcome email from you after we input the lead
  • You responded to our text when we replied to one of your messages. 
  • The salesperson who answered our call was friendly, professional, and knowledgeable. She also mentioned and encouraged the caller to attend an event they were hosting on 10/26 at 11am. 

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 did not receive any phone calls from you].
  • When discussing pricing, we recommend mentioning any special pricing, promotions, or and financing options that are available. In mentioning a current sale, you create a sense of urgency. [The current promotion of $250 off a package of 3-5 sessions was not mentioned when the caller asked about promotions]

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.
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Emily, Medstar Emily
Elizabeth Ruffa Elizabeth  lets use this as an example to show the new csms again on how to check the ghl before sending the secret shop. I know we showed them already but figured we can do a refresher so lets not delete the lead yet
Elizabeth Ruffa ❤️
Notified 1 person
Emily, Medstar
Emily completed this to-do.