whitney.zelig@gmail.com  began today

Elizabeth  how are we doing with this shop?

Ivonne   - Hi, I began text engagement today

Elizabeth  when is the planned call scheduled for?

Ivonne  Monday

Ivonne  or tomorrow if they text back today. 

Elizabeth , great Monday is ok. Can you please remember to send me the report on Monday since we have a call on Tuesday with them?

Hi whitney.zelig@gmail.com Ivonne - here is the secret shop report and email draft. Please let me know if you need anything more from me on this one :) Thx!

EMAIL DRAFT:
Hi Team,

 

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

 

We input a lead, attempted text engagement & called the front desk inquiring about Invisalign.  

Here is the recorded call: 

https://drive.google.com/file/d/1Wk1xysRcRBYvsG7abS7s5fWrm9jpEgZz/view?usp=share_link 

 

Unfortunately, we only received 1 phone call and 1 text from you. Also, when we replied to your text to ask questions about the procedure we never received a reply from you.

 

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 and 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 answered our call was friendly and professional. She mentioned the current promotion that was going on and encouraged setting up a free consultation. This is great! However, there could have been a little more excitement built around the treatment and staff as well as requesting the callers contact information.

 

We highly recommend that you schedule a Front Desk Training. Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

SECRET SHOPPER Report - Comfort Dental.pdf 111 KB • Download

Vania  any reason she is only receiving one text? 

Elizabeth note: you replied back to the text "hi mary" 

lol no big deal just keep in mind next time 

whitney.zelig@gmail.com   lol my mistake. I was moving to quickly- I thought she was telling me her name was Mary till you just pointed this out! oops!

Elizabeth  can you send me a screenshot of your text message to them that they never replied to plz?

whitney.zelig@gmail.com  are you sending this out? If so, can you send it before Wednesday?

sure Ivonne  

whitney.zelig@gmail.com Ivonne you can leave the texting portion in. Turns out it was them causing the automation error. They are immediately moving each lead into "In Conversation" to stop the automatic texts. *shakes head*

I can explain further if anyone wants to know.

Aaaaah Vania thank you for checking this! whitney.zelig@gmail.com  I’m sending them their secret shop now since Chris wants them to have it before their meeting tomorrow. Thank uuuu

Ivonne  I did mistakenly write "Hi Mary" I was moving too quickly- I thought she was telling me her name was Mary till Whitney pointed it out!

Screen Shot 2022-12-07 at 7.18.36 AM.png 120 KB • Download

note: they were moving leads into "connected" before the 2nd automation could go out 

Hi Ivonne  - just following up on this one. Has it been sent to the client? May I close out this task? Thank uu