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https://www.shoremedaesthetics.com
Chris Zelig, MedstarIsaac Klausnser, MedstarHector Mota, Operations Manager at MedstarJonnamae Jumawan, MedstarShane Quast, MedstarCharmae Arcayan, MedstarVania J, MedstarKamie Allen, Content ManagerSelena Vujatov, MedstarAlyssa Workman, MedstarIvonne Ackerman, MedstarElizabeth RuffaBrittany Redding, Digital Marketing Manager at MedstarJenna Maschino, Senior Support Specialist at MedstarMichael, SEO +2 others
From the list: Front Desk

✔ Secret Shop on coolsculpting

Nicol R. added this on
Completed by Nicol R.
Assigned to
Elizabeth Ruffa Elizabeth R.
Notes
Hi Elizabeth Ruffa Elizabeth , Dr. Caiati approved a secret shop as their staff who are not using the Medstar app to make calls to leads. Are they calling at all? Their leads seem to have text engagement, but only if initiated by the lead. Many text messages end with the staff person asking the lead to give them a call, instead of initiating the call themselves. Can you please explore this thoroughly?

If you're curious, this video shows how I was assessing their front desk based on the Medstar app (after I look at ads).

Comments & Events

Elizabeth Ruffa Elizabeth Ruffa
Hi Nicol Razon, Medstar Nicol  
Thank you for attaching the video- super helpful to see exactly what you were seeing. I'm going to begin a coolsculpting shop tomorrow - TY! 
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Nicol Razon, Medstar Nicol Razon
Elizabeth Ruffa Elizabeth you're welcome! I JUST got this message from the Doc, 

"Gm, When you do the secret shop I wouldn’t do it Wednesday or Saturday bc those are the part time employee days.  
I would try to get Sophia on the phone since she is the main full-time front desk person."

Today is Wednesday... Which is..., so silly.  What do you recommend? Holding until tomorrow, Thursday or, doing two lead submissions and comparing?? Or...?
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Elizabeth Ruffa Elizabeth Ruffa
Nicol Razon, Medstar Nicol  So since they don't have automated texts set up I don't think it will matter much which day we input the lead. The lead should have 3 texts and 3 calls sent within the first week so wouldn't this fall on both sets of employees? Thoughts? 
Notified 1 person
Nicol Razon, Medstar Nicol Razon
Yes, 100% it WOULD. My thoughts exactly.

But, maybe he wants to make sure we test his trainer, and front desk lead, so he can see what is being passed on?

I didn't know they didn't have automatic texts set up. Jessica Marino, Digital Marketing Coordinator at Medstar Jessica  I'm including you here to ask: is this because the account was set up long ago and needs an update or, is it because they turned them off?
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Nicol Razon, Medstar Nicol Razon
Elizabeth Ruffa Elizabeth , hello, I hope you've had a good week so far!
Do you have a time-line (rough) for this secret shop? I have a call with Dr. Caiati. Thank you!
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Jessica Marino, Digital Marketing Coordinator at Medstar Jessica Marino, Digital Marketing Coordinator
Elizabeth Ruffa Elizabeth Nicol Razon, Medstar Nicol they do have templates though, but they didnt go out when i tested the forms. I will have to talk to Isaac and see what's up....thanks ladies!
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Jessica Marino, Digital Marketing Coordinator at Medstar Jessica Marino, Digital Marketing Coordinator
Hi Nicol Razon, Medstar Nicol and Elizabeth Ruffa Elizabeth , turns out they just had them turned off for after hours. I got the forms so they are turned on.

Btw Nicol, please remind me later to show you where to put secret shops :) We got a special lil folder just for Super E and her shops. thanks!
Nicol Razon, Medstar Doesn't Ivonne
Nicol Razon, Medstar want them here?
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Elizabeth Ruffa Elizabeth Ruffa
Hi Nicol Razon, Medstar Nicol -
So when I began this shop I input two separate leads...

The first lead is:
NAME | Tina Astornia  | EMAIL | tinaastornia@gmail.com | PHONE  | (209) 560-8802
I did not receive any calls or texts

The second lead is
NAME | Ashley Sims | EMAIL | kwr032916@gmail.com | PHONE  | 5707301982
I received 0 calls and 2 texts

Jessica Marino, Digital Marketing Coordinator at Medstar Jessica can you look in the back end to verify the above information? Nicol Razon, Medstar Nicol  I'm going to place a recorded call to them today & then I can put everything together for you. TY both
Nicol Razon, Medstar TY Elizabeth!
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Nicol Razon, Medstar Nicol Razon
Jessica Marino, Digital Marketing Coordinator at Medstar Jessica  we may not have the time to connect on this before the Memorial day holiday, but i'd love to get a walk-through of how you check forms on/off and learn how to turn them ON.
Jessica Marino, Digital Marketing Coordinator at Medstar will email u
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Elizabeth Ruffa Elizabeth Ruffa
Hey Nicol Razon, Medstar Nicol  just an update- I placed a call today (I'm working on writing up the full report) but I wanted to let you know I had Sophia on the phone but as soon as I really started asking questions about the treatment she gave the call to the aesthetician. I'll send you the report by EOD. 
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Nicol Razon, Medstar Nicol Razon
Elizabeth Ruffa Elizabeth  lol. that's great though. The doc needs to know that!!!
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Elizabeth Ruffa Elizabeth Ruffa
Hi Nicol Razon, Medstar Nicol - so sorry for the delay

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 CoolSculpting.  

Here is the recorded call: 
 
We received 2 texts and a welcome email from you. However, we did not receive any calls from you. Contacting a lead with a direct call is the best way to convert a lead into a potential patient. It is also important to reply to leads the same day their questions come in via text message. Qualified leads are potential patients who take the time to ask questions. By not receiving answers in a timely manner, the lead can be 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 with a direct phone call. 
 
The salesperson that answered was Sophia, she was friendly and professional, however when we inquired about the treatment she transferred our call to Diana the esthetician. Diana was very knowledgeable and answered all of our questions. 

It is vital that anyone that answers the phone knows all about the treatments you offer and is able all questions. If they have to rely on a third party, it requires them to put the caller on hold (like in this situation). This is not only not the ideal experience but can cause the caller to look elsewhere for the service. 

We recommend setting up a Front Desk Training so we can help you put in place a follow-up protocol where you are contacting leads 3x in the first week with a direct call. It will help the overall customer acquisition of your business! 

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

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Nicol Razon, Medstar Nicol Razon
Elizabeth Ruffa Elizabeth  thank you!
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Nicol Razon, Medstar
Nicol Razon completed this to-do.