Thanks Vania  

Hi Vania , here is the completed secret shop report and email draft. Please let me know if you need anything more from me on this one. Thx!!

EMAIL DRAFT:
Hi Team,

 

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

 

We input a lead, initiated text engagement & called the front desk inquiring about Coolsculpting. 

Here is the recorded call: 

https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/REa7f63cbe9af8de683e8f3bf794202096 

 

Unfortunately, we received no phone calls from you and only one text after we input the lead. We replied to the text with questions about the procedure, but never received a reply from you.

 

Contacting a lead with a direct phone call is the best way to ensure that the lead is converted into a potential patient. Also, answering text messages is vital to securing qualified leads. Qualified leads are potential patients that take the time to ask questions. They show a great deal of interest + 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 by direct phone call and texts as well as to be replying to all texts. 

 

The salesperson that answered our call was friendly and knowledgeable. She answered pricing questions in a recommended way and shared personal experience. This is great! There could have been a little more excitement built around the treatment, spa, and staff. We also recommend requesting the caller's contact information at the beginning of the call. 

 

We highly recommend that you schedule a Front Desk Training. Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

SECRET SHOPPER Report - Shore Medical.pdf 111 KB • Download

Elizabeth  is there any way to remove all the mentions of additional texts from the shop? The team missed a step on the setup. Or actually, we may have to scrap this and try again in two weeks at least with the none recorded-call portion. Text me. Lets discuss

*Redoing the input of the lead + text engagement portion of the secret shop

Hi Vania I redid this entire secret shop. I really personalized this email draft so please let me know what you think Ivonne

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

 

We input a lead, commenced text engagement & called the front desk inquiring about Coolsculpting.  

Here is the recorded call: 

https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/REbf51152b709605cc85bcf1b102e9ab66 

 

We received 2 phone calls from you. Contacting a lead with a direct phone call at least three times in the first week is the best way to ensure that the lead is converted into a potential patient. 

 

We received three texts from you which is our recommended protocol. Great job! When responding to text engagement it’s important to build a connection. This helps create a personal camaraderie between the spa and the potential client and an additional communication channel.

 

The salesperson that answered our call was friendly but lacked engagement. When asking about pricing/financing she quoted the lowest price point however she did not mention the current promotion of “Buy One Get One Half Off”. She also said there were no financing options when you offer CareCredit and GreenSky.

 

We highly recommend that you schedule a Front Desk Training. Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

 

Please let us know if you have any questions!

_SECRET SHOPPER Report - Shore Medical.pdf 113 KB • Download

Elizabeth  this is perfect! Thank you!

Vania  just making sure you saw this one 

Elizabeth Thanks!
whitney.zelig@gmail.com  I don't know anyone at Shore Medical. Who should we send it to?

sent to client