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Sculpt DTLA - sculptdtla.com - Ella

The client has two locations. We are doing website adjustments, content creation and monthly SEO services. Their goal is to rank better at their SilverLake location.
Chris Zelig, MedstarIsaac Klausnser, MedstarHector Mota, Operations Manager at MedstarJonnamae Jumawan, MedstarShane Quast, MedstarCharmae Arcayan, MedstarVania J, MedstarKamie Allen, Content ManagerAlyssa Workman, MedstarIvonne Ackerman, MedstarElizabeth RuffaBrittany Redding, Digital Marketing Manager at MedstarJenna Maschino, Senior Support Specialist at MedstarMichael, SEO Ivy Santiago, Creative Project Manager at Medstar
From the list: Secret Shop

✔ September Quarterly Secret Shop

Elizabeth R. added this on
Completed by Ivonne A.
Assigned to
Elizabeth Ruffa Elizabeth R.
Due on
Notes
Quarterly Secret Shop: 9/26/23
Last Shop Performed: 12/8/21
Service: CoolSculpting

Comments & Events

Elizabeth Ruffa Elizabeth Ruffa
began 9/26
No one was notified
Elizabeth Ruffa Elizabeth Ruffa
Hi Paige Montgomery, Client Success Manager at Medstar Paige

A quarterly secret shop was performed on Sculpt DTLA. There next scheduled quarterly shop will be for 1/20/24. Please let me know if you have any questions or need anything more from me on this shop. Once you have sent this report to the client you can 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 one of your landing pages, 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!
  • We received 3 texts from you after we input the lead and you responded to our text engagement.
  • The nurse our call was transferred to was friendly, professional and knowledgeable. She built excitement around the treatment and discussed pricing in a recommended way. 

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. [Unfortunately we did not receive any calls from you]
  • 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 (as in this situation), it requires them to put the caller on hold, which is not the ideal experience. This could lead to the caller to look elsewhere for the service. 

We would love to set-up refresher training to expand your company's client acquisition strategy and review best practices to ensure your success. 

You can schedule your refresher training here: https://calendly.com/emily-clientmtg/front-desk-training

We look forward to speaking soon.
No one was notified
Elizabeth Ruffa Elizabeth Ruffa
Hi Paige Montgomery, Client Success Manager at Medstar Paige  just following up on this and making sure you saw that this shop was completed. Please let me know if it has been sent to the client & if we can close out this task. Thank you
Notified 1 person
Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
Nice work Elizabeth.
I was just about to assign you a Secret shop for this client on Coolsculpting.
I will let Chris know this has already been proactively done.
Elizabeth Ruffa Elizabeth can you please place this in drafts for me in support Gmail inbox?

Thank you. 
Elizabeth Ruffa U got it
Notified 2 people
Paige Montgomery, Client Success Manager at Medstar Paige Montgomery, Client Success Manager
Elizabeth Ruffa Elizabeth This is actually no longer my acct. FYI  Ivonne Ackerman, Medstar Ivonne
Notified 3 people
Elizabeth Ruffa Elizabeth Ruffa
Thanks Paige Montgomery, Client Success Manager at Medstar Paige
Hector Mota, Operations Manager at Medstar Hector Ivonne Ackerman, Medstar Ivonne  - I have saved the email draft in the drafts folder on the support email. 
Hector Mota, Operations Manager at Medstar thank you!👍
Hector Mota, Operations Manager at Medstar Nice Job! 🥇✅
Notified 3 people
Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
Awesome. I am fwd it to Chris now... 
Thank you. 
Notified 3 people
Elizabeth Ruffa
Elizabeth Ruffa completed this to-do.
Ivonne Ackerman, Medstar Ivonne Ackerman
Hector Mota, Operations Manager at Medstar Hector  do you know if this got sent to client?
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Elizabeth Ruffa
Elizabeth Ruffa re-opened this to-do.
Elizabeth Ruffa Elizabeth Ruffa
I'm going to open this task back up till confirmed. 
Notified 3 people
Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
Ivonne Ackerman, Medstar Ivonne
Chris asked me about it on October 24th and he requested that I send it to him.
However, I am not seeing that he ever sent it out to the client. Not sure if he did.

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Elizabeth Ruffa Elizabeth Ruffa
Ivonne Ackerman, Medstar Ivonne  - any update on if this was ever sent to the client?? Can this task be closed out? Ty!
Ivonne Ackerman, Medstar checking
Elizabeth Ruffa thx
Notified 3 people
Ivonne Ackerman, Medstar
Ivonne Ackerman completed this to-do.