began 5/18

Hi Vania Jessica  

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/1qVtjPg5Ies2U8KBBNIyaZ6PF8WpZ5U-F/view?usp=drive_link 

 

We received 3 texts from you but unfortunately, we did not receive any calls. 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 phone call. 

It took us a few attempts to reach someone by phone. We left voicemails at the spa on 5/31, 6/1, and 6/2. It is vital that you answer all incoming calls from prospective leads. If they have to rely on leaving a voicemail, such as in this situation it will definitely cause the caller to look elsewhere for the service. 

It is also important to return any missed calls/voicemails left by a lead. This caller also did not receive any return phone calls. This is not an ideal situation.

On 6/6 we were able to reach Dr. Srinivasulu Conjeevaram on the phone. He was friendly, professional, and knowledgeable. 

We recommend setting up a Front Desk Training so we can help you put in place a follow-up protocol where you are contacting leads 3x in the first week.

You can set up a call with us here: http://calendly.com/Vania-medstar/front-desk

Regenerate and Restore Secret Shop Report .pdf 113 KB • Download