Began today

Hi whitney.zelig@gmail.com - here is the secret shop report & email draft for Nova. Please let me know if you need anything else from me on this one. Thx!

EMAIL DRAFT:
Hi Team,

 

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

 

We input a lead, commenced with text engagement & called the front desk inquiring about Dermal Fillers.  

 

Here is the recorded call: 

https://drive.google.com/file/d/1TQfxeIt69ap2oTrphVb-xdgMXLr-3RQu/view?usp=share_link 

 

Unfortunately, we received no phone calls from you and three texts after we input the lead. Contacting a lead with a direct phone call is the best way to ensure that the lead is converted into a potential patient. We would love to help set up a plan for you to be contacting leads 3x in the first week.

 

In addition, the phone call could use a lot of work. The salesperson that answered the call was professional but not knowledgeable about Dermal Fillers. She informed the caller at the beginning of the call that she was not going to be able to answer any questions and typically when someone calls with questions they are scheduled for a free consultation with Amanda. The caller asked for someone to speak to on the phone first, and the salesperson took down the callers contact information and said Amanda would be calling to answer any questions. Amanda did return the call & left a voicemail.

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 (which is not the ideal experience) or cause the need for a callback, 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. Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

SECRET SHOPPER Report - Nova Innovated.pdf 109 KB • Download