began 8/22

Hey Emily  

EMAIL DRAFT:
Hi Team,

You’ve been secret shopped! Attached is the full-report.

We input a lead, attempted to commence with text engagement & called the front desk  about CynoGlow.

Here is the recorded call:

https://drive.google.com/file/d/1gSIYp9CUM1m2o3FMZBW-kY8lls6Vq4DQ/view?usp=sharing 

We received 3 texts and a welcome email from you after we input the lead. However, we did not receive any phone calls from you. Contacting a lead with a direct call is the best way to ensure that the lead is converted into a potential patient. 

Also, answering texts in a timely manner is essential to securing qualified leads. By not receiving answers in a timely manner, the lead can be encouraged to look elsewhere for the service. We would love to help set up a plan for you to be contacting leads 3x in the first week with direct phone calls as well as answering all texts promptly. 

In regards to the phone call, it could use a lot of work. The salesperson that answered the call was professional but not knowledgeable about CynoGlow. The caller was informed that she would have to speak to the doctor to find out information about the treatment and call us back with the answers to our questions.

It is vital that anyone that answers the phone in your office knows all about the treatments you offer. If they have to rely on a third party, it requires them to put the caller on hold or cause the need for someone to call the lead back, such as in this situation. This is not only not the ideal experience, but will definitely cause the caller to look elsewhere for the service. 

We highly recommend that you schedule a Front Desk Training. It will help the overall customer acquisition of your business! 

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

Living Waters Secret Shop (1).pdf 114 KB • Download

Hey Emily  - can you please confirm if this shop has been sent to the client? Thanks

Elizabeth  hey! it looks like they actually did reply with a text on 8/30. 

Hey Emily - I'm gping to reach out to 8x8 (who I use for text communication, etc) because I never received that text- but I do see it in the app

Screenshot 2023-09-11 at 4.10.31 PM.png 205 KB • Download

I'm going to engage right now via text so we can have that for the report and then I'll update and resend back to you. thx

Elizabeth  great! thank you so much. 

Elizabeth  how is this one going?

Screenshot 2023-09-13 at 2.12.51 PM.png 216 KB • Download

I'll wait till the end of the day to see if I get anything more from them and then either way I'll wrap this up and send it over to you

Elizabeth  perfect. thanks so much. I think the doctor is the only one doing this so I'm not surprised. It is like this for all of her leads it looks like

Emily  - I updated the report/email draft in the above comment. This shop is complete now. Thanks

Elizabeth  thank you so much! sending it now so you can delete the lead from their contacts and conversation in their app. 

Also, you can start using my link in the reports since vania is no longer doing the front desk trainings: https://calendly.com/emily-clientmtg/front-desk-training

ooops! yes of course!  I thought I changed it.