began 9/12

Hi Ivonne Chris

I performed a secret shop on Emerson for semaglutide. This will be the start of there quarterly shop rotation. Next one is tentatively scheduled for December 20, 2023. Please note this call was terrible. If you would like me to do another shop on a different treatment please advise. If you have any questions please let me know. Thank you

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EMAIL DRAFT:

Hi Team,

You’ve been secret shopped. Please see the attached report.

Here is the recorded call: https://drive.google.com/file/d/10EObrl8n1bZYscGDkPZlACDaLAvKoajv/view?usp=sharing  

We input a lead, commenced with text engagement & placed a recorded call to the front desk inquiring about Semaglutide. 

We received 1 call, 3 texts, and a welcome email from you after we input the lead. We highly recommend that leads are contacted 3x in the first week with direct phone calls. 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 following this follow up protocol. It is also crucial to respond to leads questions via text. By not having answers it can cause the lead to look elsewhere for the service.

As for the recorded call, it could use a lot of work. We really recommend that you listen to this call and make the necessary adjustments to ensure an exciting and informative customer service experience via the phone. The salesperson who answered the call displayed no knowledge regarding the treatment and lacked a friendly and engaging tone. We recommend that anyone who answers the phone leads the call with a personable approach to the treatment. This helps establish a sense that the spa is warm and welcoming and that the treatment will be a positive experience.

We would love to further discuss this secret shop with you so we can help improve the overall customer acquisition of your business! 

Emerson Medical Secret Shop Report (1).pdf 116 KB • Download

Hi Hector  just looping you in here as well. 

Hector - send this to client and copy me

Good work ER

Chris, will do.

Elizabeth  
Well done and good morning. 
Can you please tell me under which inbox you saved this draft?
I am not seeing it in support. 
Thank you. 

Hector

I usually just draft the email and save it in my Secret Shop folder. I'll drop the link below
Please let me know if you want me to start saving the drafts in a created folder in support? If anything I can do this for Chris's clients. Thanks

https://docs.google.com/document/d/1UqLrttOdDJrOcFfwLfCV8cVSbexqRRZk2_gHVPtzAXo/edit?usp=sharing 

Yes, you can save them in a draft folder in Support since we mostly send the emails out from there anyway.. 
So please do so and let me know once you are done so I can send it.
Thank you. 

Hector
Done. 
https://drive.google.com/drive/folders/1Y-skBj48cWn6TSAefDVcSPaB-Nj2Lmly?usp=drive_link 

Elizabeth  
When you save these in drafts, you need to login into support and save them there since this is where we will be sending them out from. 
It makes it much easier to find and track as oppose to this drive you have posted above. I will take care of it now. 
Thank you. 

Email sent to the client.

image.png 164 KB • Download

Hector Elizabeth - Good job guys