Jessica  began 8/2 at 6:09pm EST

Hi Jessica - below is the email draft and secret shop report. They need ALOT of work :/ 

EMAIL DRAFT:
Hi Team, 

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

We input a lead, commenced with text engagement & attempted to place a recorded call inquiring about TempSure Envi. 

Here are the recorded call attempts:

1st attempt: https://drive.google.com/file/d/12rcWKUrn9DkVTfrd6VnPq8YIl_vYcZF0/view?usp=sharing 

2nd attempt: https://drive.google.com/file/d/1JujQ31k2OnBoW0DoImfnMGBBWo-Ykkgu/view?usp=sharing 

You contacted us 3x by text and sent a welcome email 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 convert a lead into a potential patient. We would love to help set up a plan for you to be contacting leads 3x in the first week with direct calls. 

In regards to the recorded phone call, it could use a lot of work. We were unable to reach someone or have someone return our call to inquire about the treatment. We attempted to place a recorded call on 8/10 and 8/15. During both attempts the caller was told that someone would call them back because the person that answered the phone was unable to answer any questions regarding the treatment. The caller never received any returned phone calls.

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, such as in this situation it requires them to put the caller on hold or cause the need to have someone call the lead back. 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

Doc Aesthetics Secret Shop.pdf 117 KB • Download

Vania  in light of this client circumstances, am I still sending this out? thx!

Jessica  good call. Hold off. BUT please send to Chris as an FYI in case Dr. Shah does book with him.

Ivonne Elizabeth  - lets get secret shops scheduled within the first month of a client launching. 

Chris Ivonne  - Just to make sure I am on top of making sure I am tasked out the shops in the appropriate timeline, once the client receives their front desk training the shop should begin 3-4 weeks later? 

Elizabeth  do you know currently when we schedule secret shops for new clients?

Ivonne - As I understood it the 1st secret shop was tasked out by the CSM 30 days after the clients front desk training. However I have seen some shops scheduled for there first shop 60 days after the front desk training. I am able to keep track of making sure shop gets tasked out for a client now that I am apart of the CAG and also we have been running the secret shop meeting with the CSMs apart of the meeting so we are able to go through there clients training dates, 2 week follow up, and make sure shops are scheduled & there are no issues. 

we have a spreadsheet that tracks this and now we have a meeting once a week where we all check in together. Ideally, we schedule the secret shop after the 2-week check-in after ads launch. By the 30-day review we are supposed to have the secret shop results back. 
If the ads arent generating leads yet or there is an issue with the campaign or the client keeps no showing to meetings than that gets pushed back. Since we like to make sure they are clear on the lead protocol and have enough leads to practice before we test them.
With this client it was all of the above and then we went into a really busy time period with the new csms training. 
Also, they no showed to our mtg this week. We've rescheduled but the last go around after launch they kept no-showing and rescheduling until they basically stopped responding.

Jessica Vania Ivonne   Just following up on this, can we close out this task?