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Spitale Laser Spa Salon - www.spitalelaserspasalon.com - CZ

This is for a client who already has a website we can use that we just need to optimize.
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 MedstarJudi Vallano, Medstar +1 others
From the list: Secret Shop

✔ Coolsculpting LP

Jamie B. added this on
Completed by Elizabeth R.
Assigned to
Elizabeth Ruffa Elizabeth R.
Due on
Notes

Comments & Events

Elizabeth Ruffa Elizabeth Ruffa
Hi Jamie Bargfeldt, Client Success Manager at Medstar Jamie - When submitting a secret shop can you please provide the following information. 

1. Make the "due on" date the date you would like the shop to begin (we typically do not begin shops on Mondays or Fridays unless it is a special circumstance which is completely fine just let me know)
2. Provide the landing page that you would like the lead to be input on
3. Provide the service you would like me to shop (ex: CoolSculpting, Emsculpt, etc)
4. Any additional notes or anything you want me to primarily focus on outside of the basic shop format.

If you have any questions please let me know. I'll await this information till I begin this shop. TY
Ivonne Ackerman, Medstar good notes!
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Elizabeth Ruffa Elizabeth Ruffa
Jamie Bargfeldt, Client Success Manager at Medstar Jamie Ivonne Ackerman, Medstar Ivonne  
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Elizabeth Ruffa Elizabeth Ruffa
began 10/17
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Elizabeth Ruffa Elizabeth Ruffa
Chris Zelig, Medstar Chris Ivonne Ackerman, Medstar Ivonne Hector Mota, Operations Manager at Medstar Hector   (also saved in the support email drafts folder)

EMAIL DRAFT:

Hi Team,

As part of our ongoing support to help you reach your marketing goals, we regularly "Secret Shop'' your practice. The information we gather helps us better train your staff, and provides you with the feedback you need to convert as many leads as possible. The process includes inputting a lead into a form on your landing page, communicating via text with your staff after replying to one of your text messages, and finally calling and speaking with the front desk to inquire about one of your services.  

Here is your latest full report and your recorded call link for you to review. 

Great Job, Keep it Up!
  • Your staff did wonderfully. They led the conversation with a personable approach to the treatment. This is extremely beneficial as it establishes a sense that the clinic is a warm and welcoming place and that the treatment will be a positive experience. 
  • We received 3 texts from you and you responded to our texts.
  • The salesperson who answered our call was friendly, professional, and knowledgeable. She shared personal experience and built excitement around the treatment. 

Things To Work On
  • Contacting a lead with a direct phone call is the best way to ensure that a lead is converted into a potential patient. We recommend contacting leads 3x in the first week with direct calls. [Unfortunately we did not receive any phone calls from you]
  • When discussing pricing, we recommend mentioning any special pricing, promotions, or and financing options that are available. In mentioning a current sale, you create a sense of urgency. [The current 50% off promotion was not mentioned]
We would love to set-up a refresher training to expand your company's client acquisition strategy and review best practices to ensure your success. 

You can schedule your refresher training here: https://calendly.com/emily-clientmtg/front-desk-training


We look forward to speaking soon.
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Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
Nice work Elizabeth. 
Chris, Ivonne, please let me know if you would like me to send this out to the client. 
Elizabeth Ruffa Ty!
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Elizabeth Ruffa Elizabeth Ruffa
Hi everyone. Just following up on this.... Hector Mota, Operations Manager at Medstar Hector Ivonne Ackerman, Medstar Ivonne  
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Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
Trying to find out for you Eli.. 
Let's see if Ivonne responds. 
Elizabeth Ruffa ty
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Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
Confirmed with Ivonne and sent to the client. 
Thank you again Elizabeth. 
You can close this out when you get a chance. 
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Elizabeth Ruffa
Elizabeth Ruffa completed this to-do.