Began 8/14

Hey Nicol - I know this is urgent so I want to make sure my timeline works for you.
I was scheduling text engagement for 8/21 and the call for 8/22. I have already received 2 texts from them, so if you want if a 3rd text comes in prior to 8/21 I can begin engagement that day and possibly have it to you sooner. Please note as of today I have not received any phone calls from them. (just the 2 texts) Thanks

Hi Nicol  

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 inquiring about Semaglutide.  

Here is the recorded call: 

https://drive.google.com/file/d/1mWkjkI5pFuM45xwpsiEzR5Tbfy-68VMW/view?usp=sharing 

 

We received a welcome email and 2 texts after we input the lead. However, we did not receive any phone calls from you. Contacting a lead with a direct phone call is the best way to convert a lead into a potential client. 

 

Also when we initiated text engagement it took 8 hours for an initial response. We responded promptly to your reply and then never heard back from you. Having the ability to answer text messages is vital to securing qualified leads. Qualified leads are potential patients who take the time to ask questions. They show a great deal of interest and urgency. By not receiving answers, the lead is 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 a direct phone call and replying to all text messages. 

 

The salesperson that answered our call was friendly, professional, and knowledgable. She answered the caller’s questions expertly and had a friendly engaging tone. However, we do recommend requesting the caller’s contact information as well as mentioning any current promotions/financing options.

We highly recommend setting up a Front Desk Training so we can help you put in place a follow-up protocol where you are contacting leads 3x in the first week as well as responding to all text messages. It will help the overall customer acquisition of your business! 

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

Nicol  tagging you if any further action needs to happen on Elizabeths end for this. 

Elizabeth can you please re-write the secret shop pdf to say '3 texts" and 2 voicemails.
Your current report says that you did not receive a call, which is not true, they are in the medstar app and recorded. 
You did get text messages back from them too.

Sorry. Just looked a little closer at this...
I didn't give them credit for that first phone call because it came after I began text engagement. So I began this shop on 8/14 and I did not receive any phone calls until 8/22 _ 8 hours after I began text engagement.

How would you like that to be reflected on the report? I know we typically like to say that a direct phone call should be made 3x in the first week. And this is in the sales recommendation at the bottom of the report: Top-rated facilities generally reach out to a lead within minutes or an hour after obtaining their contact information, and they make at least two additional follow-up phone calls.

 

Screenshot 2023-08-31 at 11.03.40 AM.png 55.3 KB • Download

As for the text messages__
I sent my first text to engage with them on 8/22 at 11:24am 
They did send a reply at 7:47pm - which I responded to at 7:49pm (2 minutes later)
There was then no response back from them until 8/29 which was 6 days past the date that I completed and submitted this shop. 

I do see an error where I put on the shop report that the lead began on 8/15, when it was in fact 8/14** I will update and resend you the report once we clear up the phone call/text reply situation. 

Elizabeth thank you for that detailed overview.  The client will only go to the direct info and will not look into the details around the timing. This timing is important and tbh I missed that detail too b/c I was only looking for the metrics mentions 1) # of calls 2) # of texts and not also: a third metric 3) timing of communication.
 
If you can please update the report and also incorporate the information that you have told me in a brief way so that they understand that they are dropping leads and being slow on leads? 

If we need to tag Vania on this, b/c she is over-seeing, please do so. Thank you.

Nicol  - Thank you! I'll update the report and have it to you by EOD

Vania  FYI

lets discuss on fri mtg