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

Isaac Klausnser, MedstarHector Mota, Operations Manager at MedstarVania J, MedstarAlyssa Workman, MedstarIvonne Ackerman, MedstarElizabeth RuffaBrittany Redding, Digital Marketing Manager at MedstarJudi Vallano, MedstarIvy Santiago, Creative Project Manager at Medstar
From the list: Secret Shops

✔ ZO Dallas Skin Centre

Vania J. added this on
Completed by Vania J.
Assigned to
Elizabeth Ruffa Elizabeth R.
Due on
Notes
Elizabeth Ruffa Elizabeth can we start a secret shop Monday for CoolSculpting Elite? Thanks!
https://go.dallasskincentre.com/coolsculpting-elite/

Comments & Events

Elizabeth Ruffa Elizabeth Ruffa
Vania J, Medstar Vania  - Began today :) 
Notified 1 person
whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com
How we doing on this Elizabeth Ruffa Elizabeth  
Notified 2 people
Elizabeth Ruffa Elizabeth Ruffa
whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com   Recorded is scheduled for tomorrow. I’ll complete report and submit by end of day.
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whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com
Elizabeth Ruffa Elizabeth  
thank you! I speak to them tomorrow. 

Did they call you at all? 
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Elizabeth Ruffa Elizabeth Ruffa
whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com  Ill make the call first thing in the morning and get it over to you hopefully before your call with them. I had no calls from them until this past Saturday they called 1 time
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whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com
thanks Elizabeth Ruffa Elizabeth  let me know how it goes
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Elizabeth Ruffa Elizabeth Ruffa
Hi whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com - so sorry this is late.  I had a family matter come up, pushing some of my tasks behind. Here is the email draft and secret shop report. Please let me know if you need anything else for this one. Sorry again for the delay.

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 Coolsculpting Elite.  
Here is the recorded call: 
 
We received three texts from you and a welcome email. Unfortunately, we did not receive any phone calls from you. Also when we replied to your texts to ask questions about the procedure it took two days before we got a response.
 
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 in a timely manner 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 in a timely manner 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 in a timely manner. 
 
Our call was transferred to Carly, a Coolsculpting tech that was very friendly, professional, and knowledgeable. She answered pricing questions in a recommended way and mentioned the current promotion going on until the end of the year. Great job!  
We highly recommend that you schedule a Front Desk Training. Please schedule a call here: http://calendly.com/Vania-medstar/front-desk
whitney.zelig@gmail.com, Medstar thank you!
whitney.zelig@gmail.com, Medstar sent to client
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Vania J, Medstar
Vania J completed this to-do.