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

Isaac Klausnser, MedstarHector Mota, Operations Manager at MedstarVania J, MedstarAlyssa Workman, MedstarIvonne Ackerman, MedstarElizabeth RuffaBrittany Redding, Digital Marketing Manager at MedstarJudi Vallano, MedstarIvy Santiago, Creative Project Manager at Medstar
From the list: Secret Shops

✔ Marlowe & Marrs

Vania J. added this on
Completed by Elizabeth R.
Assigned to
Elizabeth Ruffa Elizabeth R.
Due on
Notes
Elizabeth Ruffa Elizabeth can we start this secret shop tomorrow? Service is M8. THANKS!
https://go.marlowemd.com/morpheus8/

Comments & Events

Elizabeth Ruffa Elizabeth Ruffa
began 5/10
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Vania J, Medstar Vania J
Elizabeth Ruffa Elizabeth Hi! as soon as this is done can you tag Hannah
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Vania J, Medstar Vania J
Hannah, Client Success Manager at Medstar Hannah  
Elizabeth Ruffa got it
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Elizabeth Ruffa Elizabeth Ruffa
Hannah, Client Success Manager at Medstar Hannah  - just a heads up I placed a call to them today and the woman who answered said that the aesthetician would have to call me back tomorrow to answer my questions. (I'll follow up again tomorrow)
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Vania J, Medstar Vania J
oh that's bad smh
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Elizabeth Ruffa Elizabeth Ruffa
Hi Hannah, Client Success Manager at Medstar Hannah - here is the email draft and secret shop report.

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 Morpheus8. 

Here is the recorded call: 

You contacted us 2x by phone, 3x by text, and sent a welcome email after we input a lead. 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. 

Our first call was placed on 5/22/23, the salesperson took our contact information and said that she was unable to answer any of our questions and that the aesthetician would call us back tomorrow. (we were called back on 5/23)
Here is the recorded call from this conversation: https://drive.google.com/file/d/1K6-UyENG7_80nlRSt1pPfE8xlHJZWnz9/view?usp=share_link

On 5/25 we placed another call and again our call was put on hold to be transferred to Maria to answer our questions. Maria was friendly, professional, and knowledgeable. However, there could have been a little more excitement built around the treatment, spa, and staff. Also when asked about pricing we recommend quoting the cost of the lowest price point and mentioning any promotions that are currently going on. 

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

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk
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Vania J, Medstar Vania J
Hannah, Client Success Manager at Medstar Hannah  feel free to send to the two contacts we have there
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Elizabeth Ruffa Elizabeth Ruffa
Hi Hannah, Client Success Manager at Medstar Hannah  - just following up on this. Has it been sent to two contacts you have? May I close out the task?  TY
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Hannah, Client Success Manager at Medstar Hannah, Client Success Manager
Elizabeth Ruffa Elizabeth  Sorry! yes we can close out! I sent it to Jeanne, Tia, and Amanda! Thank so you so much!
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Elizabeth Ruffa
Elizabeth Ruffa completed this to-do.