Vania   Began :) Thx!

Hi Vania Ivonne  
Here is the secret shop report and email draft for Real Health. I know you had mentioned they put a note in on their side that they called but were unable to leave a voicemail but I don't see any incoming calls from them and we know the voicemail is set up and working fine so I wrote up the shop according to that. Let me know if you want me to change it at all.  

*Also please test the recorded call link before sending it to the client. This is the first one done with 8x8. It worked fine for me but let's just be sure*

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://www.icloud.com/iclouddrive/08cILy4QLxRkZPK2QtbZo__9w#Real_Health_Clinic_Recorded_Call 

Unfortunately, we only received one phone call and one text 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 and to set up automatic text messages. 

 

The salesperson that answered our call was friendly and built some excitement around the treatment. However, she did not request our contact information or answer pricing questions in a recommended way. We encourage mentioning the lowest price point available and discussing any promotions/finance options that are currently available. 

 

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

Yes that part is so strange

Elizabeth  can we redo this shop in 10 days? They were having issues with ads and then more recently the landing page. And now that they have staff dedicated to call leads and the voicemail is accurate I want to be sure that we have proof they arent making calls.

Began new shop Vania  

Elizabeth  thank you! Was this ever completed?

Vania  this is the one I asked about checking into what calls/txts you see on your end?

Elizabeth  hi! texted you the video

Hi Vania - here is the secret shop report and email draft. Please let me know if you need anything else from me on this one. 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/1WKPAVkQdRFAU8PxYBv1jv9RxlJxj6b9w/view?usp=share_link 

You contacted us 3x by phone and once by text after we input a lead. We highly recommend contacting a lead by phone, text, and email each 3x in the first week. We would love to help set up a plan for you to be contacting leads by a direct call 3x in the first week. 

The salesperson that answered our call was friendly and professional. However, she was not able to answer pricing questions and there could have been a little more excitement built around the spa and staff. 

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- Real Health (1).pdf 110 KB • Download

Jessica  take a turn listening to the recording and framing out the email. We will review and send later today

Vania  draft is in your email! Thanks.