Began

Ivonne  just a follow up here, I have made a few calls to them and left voicemails. I'm going to be persistent today today with trying to get in touch with someone to wrap this one up. 

Elizabeth  please notate this on the report. Thanks!

Hi Ivonne here is the secret shop report and email draft for this one. 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 Dermal Fillers.  

Here is the recorded call: 

https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE13d75b65672c871473ae655717249498 

 

We received 1 phone call and 1 text 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. We would love to help set up a plan for you to be contacting leads 3x in the first week by phone, text, and email. 

 

Unfortunately, we had a hard time reaching someone by phone. We made 6 calls on different dates and times with only 3 returned calls. Having someone available to answer incoming calls and return all missed calls is critical to ensure that a lead doesn’t look elsewhere for the service. It also shows the potential lead that you value them as a customer. 

 

The salesperson that answered our 6th phone attempt was knowledgeable however she could have been a little friendlier and had more of an engaging tone. She also did not request the caller's contact information or answer pricing questions in a recommended way. 

 

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 Medspa Hartford (1).pdf 114 KB • Download

thank you Elizabeth ! I had made some edits to another report in red and tagged you so you saved it. Those edits weren't done to this one such as removing "the" at the beginning. Please take note and adjust future templates.  Thanks again!

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://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE13d75b65672c871473ae655717249498 

 

We received 1 phone call and 1 text 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. We would love to help set up a plan for you to be contacting leads 3x in the first week by phone, text, and email. 

 

Unfortunately, we had a hard time reaching someone by phone. We made 6 calls on different dates and times with only 3 returned calls. Having someone available to answer incoming calls and return all missed calls is critical to ensure that a lead doesn’t look elsewhere for the service. It also shows the potential lead that you value them as a customer. 

 

The salesperson that answered our 6th phone attempt was knowledgeable, however she could have been a little friendlier and had more of an engaging tone more engaged. She also did not request the caller's contact information or answer pricing questions in a recommended way. 

 

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

Ivonne   noted & saved! Thx :) 

Elizabeth just wondering why the below was included in the report:

Please note: This client was retrained in mid-July and just added the 2nd and 3rd text. They never had one set up before because they were an original client from before everyone's automation was updated to match protocol. This is why there is only one text for this shop.

Ivonne - I believe Vania had told me to notate this on their secret shop? Vania  am I right?

Elizabeth apologies for being unclear! I meant note it in their shop but not in the report. Just so when you wrote your final summary you didn't ding them for not having three texts. 

But we could write it in to the report if you'd like to be thorough. Something along the lines of ...
 We received one text and have since collaborated with the client to update the communication to include 3 texts to the leads adjusting their system to reflect our recommended protocol.

 

Vania  got it!! I’ll fix this 

FYI I updated my comment to add a note ^^

Perfect . Thank you 

Vania Ivonne

Hi Team,

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

 

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

Here is the recorded call: 

https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE13d75b65672c871473ae655717249498 

 

We received 1 phone call and 1 text 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. We would love to help set up a plan for you to be contacting leads 3x in the first week by phone, text, and email. 

 

Unfortunately, we had a hard time reaching someone by phone. We made 6 calls on different dates and times with only 3 returned calls. Having someone available to answer incoming calls and return all missed calls is critical to ensure that a lead doesn’t look elsewhere for the service. It also shows the potential lead that you value them as a customer. 

 

The salesperson that answered our 6th phone attempt was knowledgeable, however she could have been a little friendlier and more engaged. She also did not request the caller's contact information or answer pricing questions in a recommended way. 

 

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 Medspa Hartford (2).pdf 111 KB • Download

Elizabeth , per Vania's note above, we have to change the texting section, please see changes in red. Also, per the note I provided above. They just have retraining so we can't advise another training. Please work on customizing these email samples a little more. Also, please check the notes of the doc since there's a typo in the "Notes" section of the first page. Also, let's not write "till" but "until". I already corrected these. thank you!

Hi Team,

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

 

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

Here is the recorded call: 

https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE13d75b65672c871473ae655717249498 

 

We received 1 phone call 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 one text and have since collaborated with you to update the communication to include 3 automatic texts to leads. This is our recommended protocol.

 

Unfortunately, we had a hard time reaching someone by phone. We made 6 calls on different dates and times with only 3 returned calls. Having someone available to answer incoming calls and return all missed calls is critical to ensure that a lead doesn’t look elsewhere for the service. It also shows the potential lead that you value them as a customer. 

 

 

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!

Vania  thank you! I'll send this to the client.

Ivonne  thank you. I've saved this one for future reference. Should I close this task out? 

Ivonne I'm not sure if it's necessary anymore. whitney.zelig@gmail.com  thoughts?

Vania whitney.zelig@gmail.com I talked with Chris and no we are not sending out.

Elizabeth I just spent a lot of time cleaning this up so you can really study this and why I chose to include some things and not others. Please study this case. Since you are our pro Secret Shopper, I want to train you to get to the point where yes we use templates, but customize them to specific clients and their situations. Please don’t just save as template, because it will probably not work for others, but the idea is that there was a twist since they were just trained, so you have to look at the notes (vania provided them) and adjust it. Please
Close out when done studying the case. Thank you so much! And if you have ideas/concerns/notes please bring them up on our next meeting.