Began SS today. Thanks

Do you want a recorded call done as well? I'm ready to begin one if so... Thx

whitney.zelig@gmail.com  thoughts?

yes please Elizabeth  

after you ask them questions on text ( i'm trying to see if they respond or not ) 

They did good with the text engagement :) 

Sydney whitney.zelig@gmail.com  
I just placed a recorded call to them and the connection was so bad I had to hang up and call back and it again kept going in and out and eventually just cut me off? I can try again tomorrow from my cell phone and record it the old way? Unless you have any other suggestions. 

Elizabeth  yes, please do it via your phone. Thank you!

Just an update: I have not been able to get in touch with them via phone. I keep leaving voicemails 

whitney.zelig@gmail.com  please see above. 

Ivonne whitney.zelig@gmail.com  - tried again just now to get in touch with them... no answer, left another voicemail (this time I left my cell # as the call back number). 

whitney.zelig@gmail.com  please see above.

thanks Elizabeth  I will reach out to client

can you clarify which phone number you are calling Elizabeth  ? and are you hearing these voicemails on high level or what does their answering machine sound like? 

team Elizabeth Ivonne  - how can we get this resolved immediately? I am pausing any secret shop sent to clients until we can figure this out. 

note from client:

I think I may have found your secret shopper. Is it Elizabeth at 570-730-1982?

I see two voicemails from her - one Thursday, and the call was returned at Thursday at 12:38PM with no answer, so we left a message. 

Then a missed call on Friday, but no call was returned by us. I was out on Friday, so I think our receptionionist dropped the ball on that one. 

Do you have other calls and voicemails that were missed/unreturned? Typically we stay late if needed to return voicemails received the same day.

whitney.zelig@gmail.com  I am going over this with Elizabeth tomorrow. Thanks!

Hi whitney.zelig@gmail.com Ivonne  
7/26 I left a voicemail at 3:36pm

they called back at 3:37pm - (so I couldn't answer)

I called them back at 3:38pm - someone answered but there connection was terrible and cut the call off
7/29 I called 2x and left a voicemail at 3:24pm
8/8 left voicemail (from cell phone)
8/9 left voicemail (from cell phone)
8/12 left voicemail
8/16 left voicemail 
(I know I called during the week of 8/1-8/5 using my cell phone but I unfortunately didn't document it, I thought I did)
I have had no missed calls from any NC #s nor any voicemails? 

is there a spam filter on your cell phone by chance Elizabeth  ?

whitney.zelig@gmail.com  I don't believe so? I'm trying to see how to check? Does the iPhone do that automatically? I do get spam calls though- so I would imagine there isn't a filter

whitney.zelig@gmail.com  this secret shop was correct. we did not receive a voicemail. and we called multiple times and left voicemails. 

Hi whitney.zelig@gmail.com and Ivonne , 

Finally was able to get someone on the phone! Here is the secret shop and email draft. Please let me know if you would like any changes made or if you need anything else from me on this one. 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 Emsculpt Neo.  

Here is the recorded call: 

https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE3d1a0e16d5bc6b272fbd3fa7a9346ac9 

 

We only received 1 phone call 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. 

We did receive three text messages  after we input the lead. 

 

We would love to help set up a plan for you to be contacting leads 3x in the first week by phone, text, and email. 

 

Unfortunately, we had a hard time reaching someone by phone. We made 10 calls on different dates and times and only received 3 returned calls. By not answering or returning calls the lead is encouraged to look elsewhere for the service. Having someone available to answer incoming calls and return all missed calls is critical to ensure that a lead doesn’t look elsewhere. It shows the potential lead that you value them as a customer. 

 

The salesperson that answered our 10th phone attempt was friendly and knowledgeable. She built a connection and answered pricing questions in a recommended way. 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

SECRET SHOPPER Report - CWC.pdf 109 KB • Download