Nicol  - the recorded call will be today so I will have the shop submitted to you by the EOD. ( text engagement was completed yesterday)

Hi Nicol  

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 Morpheus8.  

Here is the recorded call: 

https://drive.google.com/file/d/1Qy2cYi7Voap2ZFVJ2Cn0jTyPnmdft-FC/view?usp=sharing 

 

We received 2 texts and a welcome email from you but unfortunately we did not receive any phone calls. 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 with a direct phone call. 

The salesperson that answered our call was professional, friendly, and knowledgeable. However there could have been a little more excitement built around the treatment. We also recommend requesting the caller’s contact information after introducing yourself at the beginning of the call for follow up purposes.

We highly 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 direct phone calls. 

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

Thrive Secret Shop Report.pdf 116 KB • Download

Thank you , Elizabeth -
I'm learning how to best advise clients based off of your reports so went in looking for the lead you created. I see the text message engagement, but I do not see the phone call. 

When you make a phone call, do you purposely call the main office number? It looks like it. Im guessing that's for the purpose of giving the client the opportunity to see how leads do not always call from the text engagement. 

Or, did you call directly from the text engagement? If so, that's on our end, and it needs to be fixed. 

Hey Nicol -
This is the number I called (908) 340-3350, which is also the main number on there website. They texted me from (908) 895-5680 which I texted back. I typically always call the main number on the clients website, however if I can't get through to that number or am leaving multiple voicemails- I call any/all numbers I have for them. But I typically go to the website when I place the call and click on the number they have listed. (location specific to the shop)

Here is a screen shot of my outgoing call to them today at 12:23pm to the number 908-340-3350.

Screenshot 2023-07-21 at 3.55.43 PM.png 58.4 KB • Download

Here is a screen shot of the text message engagement from the number they texted me from 908-895-5680

Screenshot 2023-07-21 at 3.58.40 PM.png 264 KB • Download

Whatever you think is best for tracking purposes and for the best secret shop results please let me know so I can be sure to follow that method moving forward. 

Happy to jump on a call if you'd like also. 

Thanks!

Elizabeth  thank you. I'm not sure how we want to approach that. Let me ask Vania and Jessica. They may have a better idea of how to strategize for this. 

Hi Nicol  - do we have any follow up on this? 

Thank you Elizabeth
Jessica Vania  - what is your opinion here?  Should the secret shop phone call purposely be made to the GHL number for the service?  That way, it is tracked as coming from the same number that the lead form and text messaging was initiated from? 

Hi team Jessica Vania Nicol  - just following up on this. Thank you

Thanks Elizabeth ,
Vania  and I did discuss this in a GHL meeting yesterday. She'll get back to you after looking over some things, I believe.

Elizabeth  yup! we will review on friday's mtg. Thaaaaanks

Hi Nicol  - Has this shop been sent to the client? May I close out this task?  TY

Hi Nicol  - has this shop been sent to the client? Can we close out this task?