Vania  yep :) started

Hi Vania - here is the secret shop report & email draft. This one didn't go too well. The salesperson that answered the call couldn't answer any of my questions :(

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 Botox. 

Here is the recorded call: https://drive.google.com/file/d/1ZBDAHIcutxCP3xO_wAn79GzJhiUB9GH0/view?usp=share_link 

You contacted us twice by phone and 3x by text after we input a lead. Contacting a lead with a direct phone call is the best way to ensure that the lead is converted into a potential client. We would love to help set up a plan for you to be contacting leads with a direct call 3x in the first week. 

The salesperson that answered our call was professional but not knowledgeable about the treatment. She could not answer any of the caller's questions and stated she was asking her manager for answers to the questions and would text this caller back with the answers. However, we never received a text. 

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

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

SECRET SHOPPER Report - Radiant Beauty.pdf 112 KB • Download

Hi Vania  just making sure you saw this one. Was it sent to the client? Should I close out the task? Thx :) 

Hi Elizabeth! You can close. We will send today.

Jessica  go ahead and try to draft this email and we will review together later

Vania  was this sent to Luiza?

Vania dont worry about this. I already sent to client. Thank you!

Elizabeth please see my adjustments to the email. Please include in all of your samples and the fact that it is vital that anyone who answers the phone needs to know all about the treatments the practice offers should be included in these types of situations. Thank you!

We input a lead, commenced text engagement & called the front desk inquiring about Botox. 

Here is the recorded call: https://drive.google.com/file/d/1ZBDAHIcutxCP3xO_wAn79GzJhiUB9GH0/view?usp=share_link 

You contacted us twice by phone and 3x by text after we input a lead. You also answered all of our questions via text. All of this initial follow up was great! 

However, the phone call could use a lot of work. The salesperson that answered the call was professional but not knowledgeable about Botox. She could not answer any of our questions and stated that she was asking her manager for answers to the questions and would text us back. We never received a text. 

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) or cause the need for a callback, such as in this situation. This is not only not the ideal experience, but will definitely cause the caller to look elsewhere for the service. 

Please let us know if you have any questions.

Thanks Ivonne  - I've updated a template for future shops having similar issues.