Hi Vania here is the secret shop report and email draft for this one. Please let me know if there is anything else you need 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 Dermal Fillers.  

 

Here is the recorded call: 

https://drive.google.com/file/d/1j3Fe0lzTR_80UPX4IdXgWiXpRvnD6Cio/view?usp=share_link 

Unfortunately, we only received 1 phone call from you. 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. 

We received 3 texts from you and you replied to our text engagement. Great job! 

 

The salesperson that answered our call was friendly, professional, and knowledgeable. However, she did not ask for the caller's contact information at the beginning of the call which we recommend for follow-up purposes.

 

We recommend that you schedule a Front Desk Training so we can help you set up a plan to be contacting leads 3x in the first week by phone. 

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

SECRET SHOPPER Report - Revenge MD.pdf 111 KB • Download

Hi Elizabeth can you start a Vegas dermal fillers one before I send the Reno one and alert them we're shopping? lol Thanks!
You can start it on Tues

Vania sounds like a plan. Should Jessica  delete the lead I used for Reno before I submit the lead for Vegas? The name was Victoria Tello....

Elizabeth   I will delete that Lead now...thanks!

Jessica Vania  
Here is the wonderful report for Vegas. Let me know if there is anything you want me to change on this.

EMAIL DRAFT:
Hi Team,

You've been secret shopped! Attached is the full report. 

We input a lead, commenced with text engagement & attempted to place a recorded call to the front desk to inquire about Dermal Fillers. 

We received 2 phone calls, 3 texts and a welcome email from you. We would love to help set up a plan for you to be contacting leads 3x in the first week by a direct phone call.

Unfortunately we were unable to reach anyone at the spa. We called the spa on 4 different occasions (1/23, 1/25, 1/26, 2/1) each time getting the spa's voicemail. 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 from a lead. This caller also did not receive any return phone calls. This is not an ideal situation.

 

We highly recommend that you schedule a Front Desk Training. It will help the overall customer acquisition of your business! 

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

Revenge MD - Las Vegas .pdf 91.2 KB • Download

Vania Jessica  - just making sure you ladies got this wonderful report

Jessica  was this one sent out? May I close out the task?