Vania  I want to verify...is this meant for Elite Dermatology? We discussed another of Elite Dermatology. Or is this a completely separate thing? Thanks for clairying!

Alyssa
Good morning.
There's Elite Dermatology.. And there's Elite MD.
This is a totally different. Unless Vania   was mistaken. Which is highly unlikely since she is such a rockstar.... 💥
But she can verify for you... Good of you to double check. 

Good morning Hector
Thank you, yes I am aware they are different. Vania  is indeed a rockstar!  We had specifically talked about Elite Dermatology, not Elite MD, hence my asking for clarification. 

No worries Alyssa  
I know you are also a Rockstar and are being diligent. 
I mentioned it because we all got confused with these clients at the beginning. 
In any event, Lady VJ will clarify once and for all once she responds. 

Thank you, likewise Hector
Let's all have a rockstar day, agreed? :)

listen...my brain has been so fried lately I honestly thought wait...did I make a mistake? But no this one of definitely for Elite MD. They made a comment during their Friday meeting that only 2 of the leads we have sent them have converted. So Whitney wants to shop them to see if there is correct follow-through.

....although if there is then we may need to call them back and see how they approach booking a lead. I can help with that Alyssa as long as it isn't Alden answering the phones. He knows my voice too well. 

Okay great, thanks for clarifying Vania . I will put in a lead to ignore or should I wait until you call and confirm? 

put in lead to ignore. lets see what their response is THEN decide if we need a spy call or not

I actually do need a secret shop on ELITE MD!!! 

whitney.zelig@gmail.com I put in the lead last week. I will finish the report. Unless you need a recorded call one? I'll submit a new lead for that. 

you can still call them back with the same name as the lead , ill tell u in a minute 

Elite MD - Coolsculpting Elite - Secret Shopper Leads Test

Website - https://elite.beautysculpt.net/
Confirm - https://elite.beautysculpt.net/c/

Date: 07/12/21
Time:  11:46am (MST)
Name - Rose Delaney
Email - rosedelaney33@gmail.com
Phone - (816) 367-4777

Message - N/A

---

Lead  Verified

Screen Shot 2021-07-19 at 10.09.33 PM.png 39.7 KB • Download

Alyssa  what are the results? 

whitney.zelig@gmail.com the results: 

Elite MD - Secret Shopper Leads Test Report - 8/17/21

Overall Analysis: Immediately there was an automated text, a follow-up text and the first call and voicemail happened the following day. One more follow-up text and a phone call with voicemail were made the following week. No email was ever sent. 

Website: https://elite.beautysculpt.net/

 

Date of test: 7/12/21 

Lead entered: 11:46 AM (MST)

 

Phone call: Yes, following day - 7/13/21 at 12:51 PM (MST)

 

Voicemail: Yes, following day - 7/13/21 at 12:51 PM (MST)

 

Initial Text Message: Yes, immediately - 7/12/21 at 11:46 AM (MST)

 

E-mail: None.

 

Problems with form/button: None.

 

Follow-up Phone call: Yes, one week later - 7/22/21 - 2:17 PM (MST)

Follow-up E-mail: No.

 

Follow-up Text Message: Yes, a few hours later and then about two weeks later-
Follow-up #1 - 7/12/21 at 4:51 PM (MST) 
Follow-up #2 - 7/26/21 at 1:24 PM (MST) 

 

Areas that need improvement: An email is recommended to be sent, and the phone call is recommended on the same day the lead is received when possible. We encourage contacting the lead three times with three forms of communication: Text, E-mail, and Phone.  

 

Insight Summary – Three text messages were sent, albeit they were automated. No email was ever sent to the lead, which is recommended. The attendee, Christian, called and left two voicemails, the first the day after lead was submitted and the second about a week after to follow-up.  

 

 

Website - https://elite.beautysculpt.net/

Confirm - https://elite.beautysculpt.net/c/ 

Date: 7/12/21

Time: 11:46 AM (MST)

 

Name - Rose Delaney 

Email - rose.delaney33@gmail.com

Phone - (816)367-4777
Message - n/a

 

Recommendations for the team at Elite MD:

●     The attendee, Christian called the lead twice and left two clear voicemails to let the lead know they could answer any questions and to call back at the number provided: 925-838-4363. There was not a lot of enthusiasm but the message was polite and clear. This action is great, as we highly recommend that leads should be contacted by a direct phone call as soon as possible or within 24 hours of receiving the lead. We recommend following up with a minimum of three phone calls before shelving the lead for a 30-day follow-up. 

●       The office never sent any welcoming email or follow-up. Statistics show that sending welcoming and follow-up e-mails provide greater ROI results when it comes to leads. E-mails also aid in initiating and building a line of communication between the potential lead and the practice.

We would recommend follow-up training with the texting app and discuss the automation of a first, second, and third email follow-up in addition to the automated texts. 

nice work Alyssa  do you want to send this hector? 

oh before that Alyssa  can you call them and ask how much cs is ? and how they sound on the phone? 

They could use some adjustments, but overall good response.
Well done Alyssa


For future references, just upload the report here in Word format and I can download it and then make edits, prepare it and sent to client.
Thank you.

whitney.zelig@gmail.com since you want Alyssa to call, here are some questions you can ask. These are some of the ones I used to test them with. 


Can you tell me about Coolsculpting process?

How much does Coolsculpting cost?

How does it work exactly?

Does it hurt, is there any downtime?

Is any of this covered by my insurance?

Are you guys running any specials?

Thank you for the question prompts and for the info on how to best send the report.   Hector

whitney.zelig@gmail.com  I called them just now, I will type up the review of the call to have for Hector by tomorrow. More successful than my first call, lol, I can improve though that's for sure. The woman who answered was very nice and much more lively than the gentleman that called initially. 

Good morning Alyssa  
You are welcome... 
I am sure you will improve as you do more... You are doing great already. 
Remember, none of us started being great or perfect at this.. It is all about practice, patience and learning as you go... 

I used to enjoy doing these secret shops... especially the calling part. I used to ask a lot of questions.. Some of the receptionists used to get flustered... Which is good to use on the report. 
Please let us know how it went in the report so I can then send to the client. 

Hector & whitney.zelig@gmail.com here is the report and the recording, please review the Call Report:

https://docs.google.com/document/d/1zMXEzSVKxA8FZvxeEcsEQgxvetn77bcdRYwZB4TMF88/edit?usp=sharing

Secret Shop _ Elite MD.m4a 4.81 MB • Download

Alyssa  
Good morning. 
The document you shared, it is not in word format... Can you please drop it here in word? Also, I have no access under this email so I cannot see it. 
I will log into my Medstar and check it from there. 
Still, I need it in Word so it is compatible and easier to edit. 
Please let me know if you have Word excel in your computer. 
Thanks. 

Good morning Hector , I thought I gave your email access, sorry about that. Here is the word format. 

Elite MD - Secret Shopper Leads Test Report - 8_17_21 (1).docx 9.89 KB • Download

You did Alyssa, but to the hector@medstarmedia.com email, not the one here. 
I created this BC3 with my playa4thee@gmail account when I worked with Chris more than 8 years ago in another company. Still using it now.. 😊
No worries, I got the Word file now. I will work on it and send to client. 
Thanks for your hard work. Nicely done! 

Alyssa
I went ahead and edited your report.
A few things.
One, please try to keep the format we use since it makes it easier to show the next person. And for me to edit and send to client.
2nd, there is no need to provide them with word by word account on how the phone call transpired. I generally wrote snippets of the answers to the questions. We provide them with the file of the phone call recorded so they can listen to the entire call if they choose. This makes the reports more concise as Chris likes.

Overall, the report was very good, so thank you.
Here is my revised version...
I am sending it to the client now.

Elite MD - Secret Shopper Leads & Phone Call Test Report

Date of Test – 07/12/21

Time of Test - 11:46 AM (MST)

Overall Analysis: Good Response; Requires Some Adjustments.

Website: https://elite.beautysculpt.net/

Service Tested: Coolsculpting

Phone call: Yes, following day - 7/13/21 at 12:51 PM (MST)

Voicemail: Yes, following day - 7/13/21 at 12:51 PM (MST)

Text Message: Yes, immediately - 7/12/21 at 11:46 AM (MST)

Email: None.

Problems with form/button: None.

Follow-up call: Yes, one week later - 7/22/21 - 2:17 PM (MST)

Follow-up E-mail: None.

Follow-up Text Message: Yes, a few hours later and then about two weeks later-

Follow-up #1 - 7/12/21 at 4:51 PM (MST), Follow-up #2 - 7/26/21 at 1:24 PM (MST) 

Areas that need improvement: We highly recommend that leads be contacted on the first day and within an hour. In addition, no email was ever sent to the lead, or a follow up. For optimal results, leads should be contacted with methods of contact; phone, text and email.

Insight Summary – The overall response to the secret shopper leads test from the staff at Elite MD requires some attention. Although there were 2 phone calls, the first one came a day after. And while there were 3 text messages sent, they were all automated. We also recommend personal texts to make the lead feel connected. Also, no email was ever sent to the lead, which is recommended. The attendee, Christian, called and left two voicemails, the first the day after lead was submitted and the second about a week after to follow-up.  

 

Details about lead:

Website - https://elite.beautysculpt.net/

Confirm - https://elite.beautysculpt.net/c/ 

 

Date: 7/12/21

Time:  11:46 AM (MST)
 Name – Rose Delaney

Email - rose.delaney33@gmail.com

Phone - (816)367-4777

Message – N/A

 

Recommendations for the staff at Elite MD:

●       The attendee, Christian called the lead twice and left two clear voicemails. He let the lead know they could answer any questions and to call back at the number provided: 925-838-4363. There was not a lot of enthusiasm on his voice, but the message was polite and clear. This action is great, as we highly recommend that leads should be contacted by a direct phone call as soon as possible or within 24 hours of receiving the lead. We also recommend following up with a minimum of three phone calls before shelving the lead for a 30-day follow-up. 

●       There were 3 welcoming text message sent out to the potential lead quickly; albeit automated ones. Nonetheless, this is very beneficial, as a welcoming text message lets a potential client know that their request has been received. It also helps to create a personal comradery between the spa and the potential client. 

●       The staff at Elite MD’s office never sent out an e-mail to the lead. We recommend sending out a welcoming e-mail, as well as a personal e-mail as other top cosmetic medical facilities do. Statistics show that sending out welcoming or confirmation emails, as well as follow-up e-mails, provides greater ROI results when it comes to leads. E-mails also aid in initiating and building a line of communication between the lead and the client.

●       Although there was a follow up phone call, it came almost a week later. Follow up text messages also came about a week later. However, no e-mails were sent to the potential lead. We highly recommend that leads should be contacted by a direct phone call within 24 hours of receiving the lead and contacted again by phone on the following day. Additionally, an e-mail, phone call, and text message should be sent a few days after that. Then, we recommend repeating this process a week later if there’s no response from the lead. 

 

Secret Shops: Recorded Phone Call Test

Service: CoolSculpting

Event Details: A secret shop call was made to the Elite MD location, and the attendee verified on the call was named Rhea. The purpose of the call was to evaluate the level of engagement with the lead and how the sales pitch for CoolSculpting was carried out. Audio recording of the call is attached to the email.

 

Summary: RECORDED CALL- Elite MD

Date: August 17th, 2021

Team Member identified: Rhea

Secret Shopper: “Rose Delaney”

OVERALL- Analysis & Suggestions for Improvement:

The receptionist, Rhea, with the concierge service at Elite MD was very friendly, engaging, and clear in communicating what she could over the phone. She was excited and happy to answer questions to the best of her ability. She was also honest that she was not the best person qualified to give exact details on the treatment. Still, she mentioned that the consultations were free and a provider will be able to answer all the questions and evaluate more accurately on costs and treatment plan. 

Rhea was sure to mention key points about the CoolSculpting results, an estimated cost, financing, and that Elite MD is a top provider. She wasn’t sure about what specials were going on. We highly recommend that the staff knows about any sales or special going on. It is a great way to generate lead interest. Overall Rhea did very well in generating the lead and did have the lead schedule a consultation. In one week we will give a report on how the team handles a no-show. 

Sent to client.... 

Thank you Hector , I had followed the format you gave me an example of a couple of months ago. I will update the one I have with this one. Thanks for the edits and I will take note to be more concise, I tend to be extra thorough, so this is all great! Thanks for sending it out. 

Should we keep the task open to see how the no-show follow-up goes? 

You are most welcome Alyssa. 
I never really bothered with the no show follow up. I mean there really isn't much more they can do to change the initial outcome of the Sshop. 
But it is on you. This was your task so my bad for closing it out..
I am addicted to closing out tasks (please don't tell) 

Hiiiiii friends! If the secret shop details say to set up an appt on a recorded call then Chris wants us to monitor the follow-up with a no-show otherwise yup...we don't bother with the no-show follow up. 

Vania , thanks for clearing that up... I think I understood... But good grief, you are beginning to sound like Chris.... 
When I used to set up appointments, Chris would have me cancel them right before so I am not sure how they are doing it now... 

oh noooooo that's scary....hopefully my mini-vacation this week snaps me out of it hah