Of course we can 😁

yup. incorrect notes from the team (aka lies)

Screen Shot 2022-08-12 at 12.47.13 PM.png 218 KB • Download

Elizabeth Hi! Any preliminary findings? Chris has a call coming up with the Dr. I know the shop isn't done yet but anything that stands out at this point could be helpful

Vania   I've received 3 texts from them, but doesn't seem like any calls? Unless its from a # I don't recognize (can you look into this)? Their recorded call is scheduled for Monday 8/22. 

Vania  please follow up with Elizabeth, so we can complete this secret shop. 

Elizabeth Ivonne Im pretty sure we went over this on our mtg Friday (last item we went over) and we didn’t find any calls. Elizabeth, you were going to double check all the calls and voicemails from the days around the start of the shop with area codes 310, 323, or 424.

I looked again in GHL and didn’t see any new ones though.

We did see that note that a staff member put in that a call was made but no voicemail. Its possible because the voicemail wasn't yet set up then. BUT I remember talking to you that day and asking if you got a call because I saw they had marked it as 2nd attempt and you said you hadn't soooooo....its hard to say.

Thank u Vania !

Elizabeth please finish the report  with 0 calls.

Ivonne  - when I called today to place the recorded I had to leave a voicemail so I will follow back up with this tomorrow. 

Hi Vania Ivonne  
Here is the completed secret shop 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, commenced with text engagement & called the front desk inquiring about Invisalign.  

Here is the recorded call: 

https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE2ef441fb9b21293b9f4fbf8d36236990 

 

Unfortunately, we received no phone calls from you and three texts after we input the lead. We replied to your texts to ask 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 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 and to be replying to all text messages. 

 

The salesperson that answered our call was friendly and knowledgeable. However, she did not mention any promotions/finance options or request the caller's contact information. 

 

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

Elizabeth  thank you! Please see my edits in red. 

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 Invisalign.  

Here is the recorded call: 

https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE2ef441fb9b21293b9f4fbf8d36236990 

 

Unfortunately, we received no phone calls from you. We did receive three text messages.  after we input the lead. Since these are different thoughts (one, you did not call, two you did text. let's separate them). However, when we replied to your texts to ask 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 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 and to be replying to all text messages. 

 

The salesperson that answered our call was friendly and knowledgeable. However, she did not mention any promotions/finance options or request the caller's contact information. 

 

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

Hi Ivonne - Thank you. Here's the revised copy

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 Invisalign.  

Here is the recorded call: 

https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE2ef441fb9b21293b9f4fbf8d36236990 

 

Unfortunately, we received no phone calls from you. We did receive three text messages. However, when we replied to your texts to ask questions about the procedure we 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 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 and to be replying to all text messages. 

 

The salesperson that answered our call was friendly and knowledgeable. However, she did not mention any promotions/finance options or request the caller's contact information. 

 

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 -The Art of Dental Wellness.pdf 110 KB • Download

Elizabeth  great. please keep.