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

Harbor Orthodontics

Assigned to
Elizabeth Ruffa Elizabeth R.
Due on
Notes
Hi Elizabeth Ruffa Elizabeth can you please secret shop them on Invisalign? here is that landing page:
https://harborfamilyortho.com/invisalign/

Please let myself and Vania J, Medstar Vania know when complete...thanks so much!!

Comments & Events

Elizabeth Ruffa
Jessica Marino, Digital Marketing Coordinator at Medstar Jessica      Will begin tomorrow morning 👍🏼
Jessica Marino, Digital Marketing Coordinator at Medstar You the best 😁
Vania J, Medstar
Elizabeth Ruffa Elizabeth  any preliminary findings? lol She actually got scolded yesterday for not calling leads so if you didn't start the 7th or 8th then lets hold off for a week before we start.
Elizabeth Ruffa
Vania J, Medstar Vania I was actually putting it in today - I'll wait a week
Vania J, Medstar
Elizabeth Ruffa Elizabeth  yup. because she'd be on to us now lol
Elizabeth Ruffa 🤫
Elizabeth Ruffa
Vania J, Medstar Vania  safe to start this tomorrow? 
Vania J, Medstar 👍 yes maam
Elizabeth Ruffa
Hi Jessica Marino, Digital Marketing Coordinator at Medstar Jessica Vania J, Medstar Vania - here is the secret shop report & email draft on this one. Also just a side note I did call them on 12/29 and 1/3 and got no answer (they did call me back and leave me a voicemail). Pls 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, commenced with text engagement & called the front desk inquiring about Invisalign.


You contacted us 2x by phone, 3x by text and sent a welcoming email after we input a lead. Good job! 

The salesperson that answered our call was friendly. However, there could have been more excitement built around the practice, treatment and staff. We also recommend requesting the callers contact information at the beginning of the call for follow up purposes. 

When being asked about pricing whether it be on the phone or via text message we recommend answering by providing the lowest price point and then mentioning that an accurate price can be provided during the consultation. 

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

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk
Vania J, Medstar
Elizabeth Ruffa Elizabeth wait...not even a voicemail when you called? That's weird. Jessica Marino, Digital Marketing Coordinator at Medstar Jessica  let's include that in the email when we send.
Elizabeth Ruffa
Vania J, Medstar Vania there was voicemail left, I marked that off. Jessica Marino, Digital Marketing Coordinator at Medstar Jessica  
Vania J, Medstar
Elizabeth Ruffa Elizabeth  no I meant when you called them. Did the medspa have an answering service? You said you couldn't get ahold of anyone?
Elizabeth Ruffa
Vania J, Medstar Vania  Oh no, they did. Sorry I should have worded that differently.
Elizabeth Ruffa
Hi Jessica Marino, Digital Marketing Coordinator at Medstar Jessica  - has this one been sent? May I close out the task? TY
Vania J, Medstar
Jessica Marino, Digital Marketing Coordinator at Medstar Jessica  following up- if you sent you can close task thanks
Elizabeth Ruffa
Hi Jessica Marino, Digital Marketing Coordinator at Medstar Jessica Vania J, Medstar Vania  - has this one been sent to the client? May I close out this task?
Jessica Marino, Digital Marketing Coordinator at Medstar yes please!
Elizabeth Ruffa
Elizabeth Ruffa completed this to-do.