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

Robert Morin

Assigned to
Elizabeth Ruffa Elizabeth R.
Notes
https://www.robertmorinplasticsurgeon.com/rhinoplasty.html

Hi Elizabeth Ruffa Elizabeth , can you please start a secret shop on the page above? This is a little different because we are doing a secret shop on a client’s page that we did not build. We are just checking to see how his staff communicates. 

Please do a recorded call this week. Not placing a lead but by calling the practice and asking about a nose job (rhinoplasty).

Then place a lead on the page above under a different name than the recorded call to monitor their response. 

Let me know if you have any questions! Thank you!

Comments & Events

Elizabeth Ruffa
Hi Ivonne Ackerman, Medstar Ivonne  so just to be clear my first step is to place a recorded call. Then place a lead with a different name from the first recorded call and go through the secret shop steps? 
Ivonne Ackerman, Medstar exactly
Ivonne Ackerman, Medstar thank u1
Elizabeth Ruffa I'll call 2mr
Elizabeth Ruffa there EST
Elizabeth Ruffa
Ivonne Ackerman, Medstar Ivonne - I haven't received any texts from them? Vania J, Medstar Vania  can you check the back end to confirm this? 
Vania J, Medstar
Elizabeth Ruffa Elizabeth I havent even trained this client yet or set up their GHL acct. lol I think Ivonne maybe ordered this one for a different purpose?
Ivonne Ackerman, Medstar Yes!
Ivonne Ackerman, Medstar
Elizabeth Ruffa Elizabeth  how long since you placed the lead. Yes, Vania we wanted to see how they responded before training.
Elizabeth Ruffa
Ivonne Ackerman, Medstar Ivonne  I input the lead on 7/18/22. I received 1 call on 7/18 but no texts. 
Elizabeth Ruffa
Ivonne Ackerman, Medstar Ivonne  shall I place another recorded call? 
Ivonne Ackerman, Medstar
Elizabeth Ruffa Elizabeth  yes please. then send me the full report. 
Elizabeth Ruffa Will do! Thx
Elizabeth Ruffa
Hi Ivonne Ackerman, Medstar Ivonne here is the completed secret shop report and email draft. Please let me know if you need anything more from me on this one. Thanks

EMAIL DRAFT:
Hi Team,

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

We input a lead & called the front desk inquiring about Rhinoplasty twice. 

After inputting the lead we only received 1 call from you and no texts. Contacting a lead with a direct phone call is by far the best way to ensure that the lead is converted into a potential client. We highly recommend contacting a lead 3x in the first week then repeating the process if there is no response. We would love to help set up a plan for you to be contacting leads 3x in the first week. 

The initial salesperson that answered both of our calls was caring and friendly however she was unable to answer any of our questions. After a brief hold our call was transferred both times to Vicky the Doctor’s Patient Coordinator who was able to answer our questions. She was knowledgeable and mentioned different finance options to us. 

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

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


Elizabeth Ruffa
Ivonne Ackerman, Medstar Ivonne   just making sure you saw this one. Thx
Ivonne Ackerman, Medstar yes thanks!
Ivonne Ackerman, Medstar
Ivonne Ackerman completed this to-do.