TY! Began 5/22

Hi Emily - here is the secret shop report & email draft. Thank you!

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 the Non-Surgical Nose Job procedure.  

Here is the recorded call: 

https://drive.google.com/file/d/1qD4vv6FGo212SDm0bD5kKqXLpuFN7L58/view?usp=sharing 

 

We received 2 texts and a welcome email from you. However, we did not receive any calls from you. Contacting a lead with a direct call is the best way to convert a lead into a potential patient. We would love to help set up a plan for you to be contacting leads 3x in the first week with a direct phone call. 

 

The salesperson that answered was friendly however when we started inquiring about the treatment she put our call on hold for 2 minutes to go ask the doctor for the answers. 

It is vital that anyone that answers the phone in your office knows all about the treatments you offer and is able to answer any questions a lead has. If they have to rely on a third party, it requires them to put the caller on hold (like in this situation). This is not only not the ideal experience but will cause the caller to look elsewhere for treatment. 

We recommend setting up a Front Desk Training so we can help you put in place a follow-up protocol as well as having all front desk staff be able to answer any questions from potential clients. This will help the overall customer acquisition of your business! 

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

Elizabeth thank you!! I will send this out to the client