began 5/10

Ivonne  just letting you know that this secret shop is in progress and will be ready in time for their meeting next week.

Hi Ivonne Jessica - here is the secret shop report and email draft for Sante. Please let me know if there is anything more you need from me. TY

EMAIL DRAFT:
Hi Team,

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

 

We input a lead, attempted to commence with text engagement, & called the front desk inquiring about Botox.  

Here is the recorded call: 

https://drive.google.com/file/d/1hjFZNI8TKSxgk2MWcwCp25GOkSccc-51/view?usp=share_link 

 

We received a welcome email and 3 texts from you, this is great. However, we only received 1 phone call from you. Contacting a lead with a direct phone call is the best way to convert a lead into a potential client. 

 

Also, we did not receive a response from you when we initiated text engagement. Having the ability to answer text messages is vital to securing qualified leads. Qualified leads are potential patients who take the time to ask questions. They show a great deal of interest and urgency. By not receiving answers, the lead is encouraged to look elsewhere for the service.

 

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 and replying to all text messages. 

 

The salesperson that answered our call built excitement around the treatment and staff, answered pricing questions in a recommended way and had a friendly and engaging tone.  

However, It is vital that anyone that answers the phone knows all about the treatments you offer. If they have to rely on a third party to answer a lead's questions (such as in this situation) it is not only not the ideal experience but can cause the caller to look elsewhere for the service. 

. 

We recommend setting up 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

Ivonne  let me know if I need to send this or if you did! I will hold off until. I also put this in doc's and files. Thank you!

Jessica I'll send, thank you! 

Jessica Ivonne  - just following up on this one to make sure it was sent so I can close out the task? TY

Elizabeth Jessica  I'm confused. I thought we had reassigned this again?

Hi Ivonne  - No this was not reassigned. Shall I put it on the list and restart this shop?

Elizabeth  yes please -- I will go ahead and make a new task for it in the Client Folder. So sorry, I was a step behind here...thanks!

Jessica  can you please delete the old lead - Tina Astorina (I'll put it on the sheet now too)

Closing this task out because we have the new one in the client folder :)