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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

✔ Better body

Ivonne A. added this on
Completed by Ivonne A.
Assigned to
Elizabeth Ruffa Elizabeth R.
Notes
Hi Elizabeth Ruffa Elizabeth can you please secret shop this page: https://betterbodymd.com/penuma-penis-implant/

Let me know if you don't feel comfortable doing it. You would be asking for a penis enlargement for your husband. It's called "penuma" implant. Basically we want to see how they react to your lead. The call should focus on how it works. You would ask "my husband wants to do it, but I handle the finances, he wants me to schedule it for him and find the best doctor." Lol. Let me know if you can.

Comments & Events

Elizabeth Ruffa Elizabeth Ruffa
Of course lol I don’t care. I’ll start the lead tomorrow 
Ivonne Ackerman, Medstar Thank you!
Ivonne Ackerman, Medstar So much!
Notified 1 person
Elizabeth Ruffa Elizabeth Ruffa
Ivonne Ackerman, Medstar Ivonne here is the secret shop report and email draft. Please let me know if you need anything more from me. Thx!

EMAIL DRAFT:
Hi Team,

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

We input a lead & called the front desk inquiring about the Penuma Implant. 
Here is the recorded call: 

Unfortunately we did not receive any phone calls from you and only received two texts after we input the lead. Contacting a lead with a direct phone call is by far the best way to ensure that the lead is converted into a potential client. We would love to help set up a plan for you to be contacting leads 3x in the first week. 

The salesperson that returned our call was friendly and knowledgeable. She gave a very thorough explanation of the process and built excitement around the staff and treatment. This is great! We do suggest requesting the callers contact information at the beginning of the call. 

We highly recommend that you schedule a Front Desk Training so we can review strategic ways to answer leads questions. It will help the overall customer acquisition of your business! 

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk
Notified 1 person
Ivonne Ackerman, Medstar Ivonne Ackerman
Thank you Elizabeth Ruffa Elizabeth ! On the email draft, let's always include if they don't reply to our texts because that is a key part. 
Also, let's delete "by far" from the email.

Please see how I would re-word this email draft:

Hi Team,

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

We input a lead & called the front desk inquiring about the Penuma Implant. 
Here is the recorded call: 

Unfortunately, we received no phone calls from you and only received two texts after we input the lead. We replied to the texts with questions about the procedure, but never received a reply.

Contacting a lead with a direct phone call is the best way to ensure that the lead is converted into a potential patient. Also, answering text messages is vital to securing qualified leads. Qualified leads are potential patients that take the time to ask questions. They show a great deal of interest + 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 and to be replying to all text messages. 

The salesperson that returned our call was friendly and knowledgeable. She gave a very thorough explanation of the process and built excitement around the staff and treatment. This is great! We do suggest requesting the caller's contact information at the beginning of the call. 

We highly recommend that you schedule a Front Desk Training. Please schedule a call here: http://calendly.com/Vania-medstar/front-desk
Elizabeth Ruffa Thank you
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Ivonne Ackerman, Medstar Ivonne Ackerman
Elizabeth Ruffa Elizabeth please see draft above. Thank u!
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Elizabeth Ruffa Elizabeth Ruffa
Ivonne Ackerman, Medstar Ivonne  - noted all changes made. Sorry about this
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Ivonne Ackerman, Medstar Ivonne Ackerman
Elizabeth Ruffa Elizabeth  no problem, just notate this somewhere so you keep in mind moving forward. Thank u!
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Elizabeth Ruffa Elizabeth Ruffa
Ivonne Ackerman, Medstar Ivonne  just following up on this one, was it sent? Can we close it out?
Ivonne Ackerman, Medstar yes thanks
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Ivonne Ackerman, Medstar
Ivonne Ackerman completed this to-do.