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KP Aesthetics - www.kpaesthetics.com - 🔴 SEO client 🔴 - Paige

https://www.kpaesthetics.com - This is for a client who already has a website we can use that we just need to optimize.
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 MedstarMichael, SEO +2 others
From the list: Secret Shop

✔ September Quarterly Secret Shop

Elizabeth R. added this on
Completed by Nicol R.
Assigned to
Elizabeth Ruffa Elizabeth R.
Due on
Notes
Quarterly Secret Shop: 9/26/23
Last Shop Performed: 11/7/21
Service: CoolSculpting

Comments & Events

Elizabeth Ruffa Elizabeth Ruffa
began 9/26
No one was notified
Nicol Razon, Medstar Nicol Razon
Elizabeth Ruffa Elizabeth Hi!
I just spoke to this client today.  She is concerned that her staff is letting the phone ring, and not picking up calls. 
Will you please try "hammer calling" when you make a call, and note how many times it takes for your call to be picked up?
Elizabeth Ruffa 👌🏽
Notified 1 person
Elizabeth Ruffa Elizabeth Ruffa
Nicol Razon, Medstar Nicol - they answered the call in 2 rings... she answered saying please hold but came back on the line less than 10 seconds later

Here is the completed report: 

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 from you and you responded to our text engagement.
  • Your staff did wonderful. 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. 
  • The salesperson who answered our call also provided us with information pertaining to an event that was going to take place on 10/19 and encouraged the caller to come check it out!

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 quoting the cost of the lowest priced applicator, mentioning any special pricing, promotions, or and financing options that are available and then stating that an accurate price will be given during their consultation.
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.
Notified 1 person
Nicol Razon, Medstar Nicol Razon
Awesome! Thank you Elizabeth Ruffa Elizabeth  
Notified 1 person
Nicol Razon, Medstar
Nicol Razon completed this to-do.