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

Regenerate and Restore

Assigned to
Elizabeth Ruffa Elizabeth R.
Due on
Notes
Elizabeth Ruffa Elizabeth hi! can you start this tomorrow? the service we are shopping is emsculpt neo https://go.regenerateandrestore.com/emsculpt-neo/
thanks so much!

Comments & Events

Elizabeth Ruffa
began 5/18
Elizabeth Ruffa
Hi Vania J, Medstar Vania Jessica Marino, Digital Marketing Coordinator at Medstar 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: 
 
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
Jessica Marino, Digital Marketing Coordinator at Medstar sent ty!
Elizabeth Ruffa
Elizabeth Ruffa completed this to-do.