Living Waters Regenerative Medicine - www.viglionemd.com - EC

Cynosure client -

First Secret Shop

Assigned to
Elizabeth Ruffa Elizabeth R.
Due on
Notes
Hi Elizabeth Ruffa Elizabeth can you please do a secret shop for this client's cynoglow campaign? https://go.deborahviglione.com/cynoglow-rf-microneedling/

Please let me know if you have any questions, thanks! 

Comments & Events

Elizabeth Ruffa
began 8/22
Emily, Medstar thank you!!
Elizabeth Ruffa
Hey Emily, Medstar 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:

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
Elizabeth Ruffa
Hey Emily, Medstar Emily  - can you please confirm if this shop has been sent to the client? Thanks
Emily, Medstar
Elizabeth Ruffa Elizabeth  hey! it looks like they actually did reply with a text on 8/30. 
Elizabeth Ruffa
Hey Emily, Medstar 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
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
Emily, Medstar
Elizabeth Ruffa Elizabeth  great! thank you so much. 
Emily, Medstar
Elizabeth Ruffa Elizabeth  how is this one going?
Emily, Medstar
Elizabeth Ruffa 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
Elizabeth Ruffa
Emily, Medstar Emily  - I updated the report/email draft in the above comment. This shop is complete now. Thanks
Emily, Medstar
Elizabeth Ruffa Elizabeth  thank you so much! sending it now so you can delete the lead from their contacts and conversation in their app. 
Emily, Medstar
Emily completed this to-do.
Elizabeth Ruffa
ooops! yes of course!  I thought I changed it.
Emily, Medstar no worries! thx