Elizabeth  let's do the recorded call by this Thursday. 

Submitted lead today 

Ivonne  I couldn't get them on the phone Thursday and when I got through to them today the salesperson that answered said that the person (Eileen) who can answer questions about Ketamine was not there. I did get her to tell me the price and about the consultation but she said I would have to make the appointment with Eileen. She took my phone number down for Eileen to call me back.... Do you want me to do a recorded call report on that call or wait till I'm called back?

whitney.zelig@gmail.com  can you please see Elizabeth's question above?

Elizabeth and Eileen never called back? wow. good information. 

Let's wait until Wednesday- call back and let them know , nobody ever called you back. 

Hey Elizabeth  let me know how the call back goes

Hi whitney.zelig@gmail.com  I called again today and they said Eileen was on the phone but I could wait on hold, and if the wait got too long they took my number down again for her to call me back. I did inform them that I called Monday and was still waiting for a call back from that call. I waited on hold for a little over 5 minutes and then hung up....I will let you know if/when she calls back. Should all of this be on the secret shop report? 

The call went really good when I spoke to her. Very knowledgeable, and was able to answer all my questions.

thanks Elizabeth all good stuff- yes please add to secret shop report 

Hi whitney.zelig@gmail.com here is the secret shop report and email draft. Please note I was wrong Eileen did call back twice it came through under another number so I didn't realize it at first but I noted it properly in the report. Please let me know if you need anything else from me. Thanks!

EMAIL DRAFT: 
Hi Team,

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

We inputted a lead, commenced with text engagement & called the front desk inquiring about Ketamine Therapy. 

Here is the recorded call: https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/REd2b66e50bf775612378041cc1d0fbc59 

You contacted us 3x by phone, 3x by text, and sent us a welcome email after receiving our lead. Great job! Contacting a lead 3x in the first week is one of the best ways to ensure that the lead is converted into a potential client.

When we placed the first recorded call we were asked for our contact information so that the person who takes care of Ketamine Therapy could call us back. Eileen called us back the next day and left a voicemail. When we returned that call we again had to leave our number for Eileen to call us back which she again did. On our 3rd attempt we were able to speak to Eileen on the phone. She was friendly and knowledgeable however she did not mention any promotions or financing and could have built a little more excitement around the treatment and spa. 

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

KETAMINE Therapy LA SECRET SHOPPER Report.pdf 110 KB • Download

Elizabeth  I thought they didn't call back for a few days? 

She actually did! It came through under another number that wasn’t saved in HL. I added it now

whitney.zelig@gmail.com  just making sure this one was sent, can I close it out?