Hi Jessica here is the secret shop report and email draft for this one. Let me know if you need anything more from me :) 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://drive.google.com/file/d/1xEZdwY5LHbtY2bc1Z9AzhXZ9KZAgwA1V/view?usp=share_link 

 

We received 3 texts from you but unfortunately, we did not receive any calls 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 would love to help set up a plan for you to be contacting leads 3x in the first week with a direct call.

The initial salesperson that answered our call put us on hold after we requested information on Emsculpt Neo and then transferred our call to another salesperson. This individual was knowledgeable however there could have been a little more excitement built around the treatment as well as a connection built with the caller. 

It is vital that anyone that answers the phone in your office knows all about the treatments you offer. If they have to rely on a third party, it requires them to put the caller on hold, which is not the ideal experience. This can also lead to the caller looking elsewhere for service. 

 

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

SECRET SHOPPER Report -Precision Health and Aesthetics.pdf 114 KB • Download