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

βœ” Viva Medspa Lounge

Assigned to
Sydney Metz, Client Success Manager  Sydney M.
Notes
Hi Elizabeth Ruffa Elizabeth can you please secret shop: https://go.viva-atlanta.com/emsculpt-neo/
Can one of your questions be: how much does it cost? Thank u!

Comments & Events

Elizabeth Ruffa
Hi Ivonne Ackerman, Medstar Ivonne   - just wanted to update you on this one. I've attempted to do the recorded call and have left 2 voicemails. I'm going to place another recorded call attempt on Monday.
Ivonne Ackerman, Medstar Thank u!!
Ivonne Ackerman, Medstar
Vania J, Medstar Vania  see above πŸ™„πŸ€¦πŸ»β€β™€οΈπŸ™ˆπŸ€·πŸ»β€β™€οΈ
Vania J, Medstar
Elizabeth Ruffa Elizabeth their front desk person has quit. Supposedly the dr is answering the business phone. Obviously not. Sydney Metz, Client Success Manager  Sydney can you followup with the dr? Elizabeth Ruffa Elizabeth  what number are you dialing so I know exactly which phone it is
Elizabeth Ruffa
Vania J, Medstar Vania This is the number I'm calling (770) 626-0035
Sydney Metz, Client Success Manager
Vania J, Medstar Vania  she never replied to my email. Do you have her cell?
Vania J, Medstar
yup yup 202-520-0458 and also the busiess cell is 678-727-8984
Elizabeth Ruffa
Vania J, Medstar Vania  How do you want me to complete this secret shop? Just keep trying to call or complete it without the recorded call? 
Vania J, Medstar
Elizabeth Ruffa Elizabeth can you try calling one more time on Tues. Apparently the dr had been sick. Thanks!
Sydney Metz, Client Success Manager  Sydney  chime in if you have any updated info for Elizabeth. Thx
Elizabeth Ruffa Sure! Thx
Sydney Metz, Client Success Manager
Vania J, Medstar Vania  should we wait until they find someone to handle the leads?
Vania J, Medstar
no. we'll try again next week and if its still bad then hopefully that's how we'll get dr. gayton to take the situation seriously
Elizabeth Ruffa
Hi Vania J, Medstar Vania - I placed another call today and actually spoke to the Doctor/Owner. She informed me right away that she was short staffed. Here is the completed report - please let me know if you need anything else from me. 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 Emsculpt Neo. 

We did not receive any phone calls from you. 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 would love to help set up a plan where you are contacting leads 3x in the first week. We received 4 texts from you, this is great! However when we replied to one of your texts there was no response. Text interaction is a great way to build a connection with the lead. 

The Doctor/Owner of the Medspa answered our call. She was extremely knowledgeable and built a lot of excitement around the treatment, spa and staff. Great job! However, pricing questions weren’t answered in a recommended way.

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

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk
Sydney Metz, Client Success Manager
Vania J, Medstar Vania  do we send this? I worry it won't be taken well.
Vania J, Medstar
Sydney Metz, Client Success Manager  Sydney  have you spoken to her? Because normally yes we should send  but if you've already spoken to her then we don't need to beat a dead horse.
Sydney Metz, Client Success Manager
Vania J, Medstar Vania  she's desperately looking for someone. She knows she can't do it all. I don't think send this rn would do any good.
Vania J, Medstar
Sydney Metz, Client Success Manager  Sydney  ok lets not send. But lets stay on top of communication with her so when she finds someone we know to train then shop.
Vania J, Medstar
Vania J completed this to-do.
Sydney Metz, Client Success Manager
Vania J, Medstar Vania  I sent her a text this morning asking if she had any luck finding a new person yet. I'll let you know when she replies. 
Vania J, Medstar πŸ’―
Sydney Metz, Client Success Manager
Vania J, Medstar Vania she said, 
β€œI signed up for mindbody with an AI 
to answer questions 
Right now it’s me 
I was going to get a virtual assistant by Doer but they are only available 11-7....”
Vania J, Medstar
Sydney Metz, Client Success Manager  Sydney the AI is like a chat bot isn't it? Also, Mind-body doesn't integrate with app. Oy. And 11-7 is better than a chat bot and unreturned calls. Sigh