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Secret Shopper - phasing out of this project, task out in own client folder

Isaac Klausnser, MedstarHector Mota, Operations Manager at MedstarVania J, MedstarAlyssa Workman, MedstarIvonne Ackerman, MedstarElizabeth RuffaBrittany Redding, Digital Marketing Manager at MedstarJudi Vallano, MedstarIvy Santiago, Creative Project Manager at Medstar
From the list: Secret Shops

✔ Apex Skin

Jessica M. added this on
Completed by Elizabeth R.
Assigned to
Elizabeth Ruffa Elizabeth R.
Due on
Notes
Hello Elizabeth Ruffa Elizabeth  can you please do a secret shop on their Concord location? Thank you!

Comments & Events

Elizabeth Ruffa Elizabeth Ruffa
Hi Jessica Marino, Digital Marketing Coordinator at Medstar Jessica  - can you please provide me the service you want me to shop & the URL? Thanks!
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Elizabeth Ruffa Elizabeth Ruffa
Jessica Marino, Digital Marketing Coordinator at Medstar Jessica  Also, do you want me to start it today or the due date(the 29th) 
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Elizabeth Ruffa Elizabeth Ruffa
Jessica Marino, Digital Marketing Coordinator at Medstar Jessica  I accidentally submitted this lead today (12/28) instead of tomorrow (12/29) is that okay? Or do you want to delete that lead and I'll restart it tomorrow? Sorry/Thx <3 
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Jessica Marino, Digital Marketing Coordinator at Medstar Jessica Marino, Digital Marketing Coordinator
Elizabeth Ruffa Elizabeth   no worries whatsover! thanks for getting this done! :) 
Elizabeth Ruffa Thanks😊
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Elizabeth Ruffa Elizabeth Ruffa
Hi Jessica Marino, Digital Marketing Coordinator at Medstar Jessica - here is the secret shop report & email draft for this one. Please let me know if you need anything more from me. Thanks :)

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 CoolSculpting.  
 
Here is the recorded call: 
 
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 initial person who answered our call immediately transferred the call over to a CoolSculpting tech when we inquired about CoolSculpting. (We were also on hold for 1 minute 42 seconds until the tech got on the phone). 

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, such as in this situation. This is not only not the ideal experience, but could cause the caller to look elsewhere for the service.

The tech that took the transferred call was very knowledgeable, friendly and professional. She provided a detailed explanation of the procedure and discussed current promotions and pricing. This is great!

We highly recommend that you schedule a Front Desk Training. Please schedule a call here: http://calendly.com/Vania-medstar/front-desk
Jessica Marino, Digital Marketing Coordinator at Medstar thank you!
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Elizabeth Ruffa Elizabeth Ruffa
Hi Jessica Marino, Digital Marketing Coordinator at Medstar Jessica  - just following up on this one, can I close this task out? 
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Elizabeth Ruffa Elizabeth Ruffa
Jessica Marino, Digital Marketing Coordinator at Medstar Jessica  ^
Jessica Marino, Digital Marketing Coordinator at Medstar go ahead thx!!
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Elizabeth Ruffa
Elizabeth Ruffa completed this to-do.