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Prime Care - Clifton Sheets - www.virginiaprimecare.com - Katharine

Website Design & Development * SEO Optimized Content Creation * Digital Marketing Monthly Management *
Chris Zelig, MedstarIsaac Klausnser, MedstarHector Mota, Operations Manager at MedstarJonnamae Jumawan, MedstarShane Quast, MedstarCharmae Arcayan, MedstarVania J, MedstarKamie Allen, Content ManagerSelena Vujatov, MedstarAlyssa Workman, MedstarIvonne Ackerman, MedstarElizabeth RuffaBrittany Redding, Digital Marketing Manager at MedstarJenna Maschino, Senior Support Specialist at MedstarJudi Vallano, Medstar +1 others
From the list: Secret Shop

✔ September Quarterly Secret Shop

Elizabeth R. added this on
Completed by Katharine A.
Assigned to
Elizabeth Ruffa Elizabeth R.
Due on
Notes
Quarterly Secret Shop: 9/19/23
Last Shop Performed: 5/23/23
Service: Emsella

Comments & Events

Elizabeth Ruffa Elizabeth Ruffa
began 9/19
No one was notified
Elizabeth Ruffa Elizabeth Ruffa
Hi Katharine A., CSM at Medstar Katharine  

Below is a quarterly secret shop that was performed on Prime Care. They are due for there next quarterly shop on 1/20/24. Please let me know if you have any questions or need anything more from me on this one. Once you have sent this report to the client please close out this task. Thanks so much!

EMAIL DRAFT:

Hi Team,

As part of our ongoing support to help you reach your marketing goals, we regularly "Secret Shop'' your practice. The information we gather helps us better train your staff, and provides you with the feedback you need to convert as many leads as possible. The process includes inputting a lead into a form on your landing page, communicating via text with your staff after replying to one of your text messages, and finally calling and speaking with the front desk to inquire about one of your services.  

Here is your latest full report and your recorded call link for you to review. 

Great Job, Keep it Up!
  • Your staff did wonderful. They led the conversation with a personable approach to the treatment. This is extremely beneficial as it establishes a sense that the clinic is a warm and welcoming place and that the treatment will be a positive experience. 
  • We received 3 texts from you and you responded to our texts.
  • The salesperson who returned our call was friendly, professional, and knowledgeable. She built excitement around the treatment and answered questions with great detail.  

Things To Work On
  • Contacting a lead with a direct phone call is the best way to ensure that a lead is converted into a potential patient. We recommend contacting leads 3x in the first week with direct calls. [We received 2 direct calls from you after inputting the lead]
  • When discussing pricing via phone or text, we recommend quoting the lowest price point, along with any promotions going as and then mentioning that an accurate price will be given during their consultation. [We did not receive an answer from you when we inquired about the cost of the treatment via text and during our phone conversation promotions were not mentioned in detail] 

If you would like to further discuss your secret shop findings please let us know. We are here to help expand your company's client acquisition strategy and review the best practices to ensure your success. 

We look forward to speaking soon.
Katharine A., CSM at Medstar Thank you!
No one was notified
Elizabeth Ruffa Elizabeth Ruffa
Hi Katharine A., CSM at Medstar Katharine  just confirming that this has been sent to the client and we can close out the task? Thank you!
Katharine A., CSM at Medstar Yes it was sent!
Notified 1 person
Katharine A., CSM at Medstar
Katharine A. completed this to-do.