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Total Body Aesthetics - www.totalbodyaesthetics.com - EM

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

✔ Semaglutide Secret Shop (begin 9/5)

Nicol R. added this on
Completed by Nicol R.
Assigned to
Elizabeth Ruffa Elizabeth R.
Due on
Notes
Elizabeth Ruffa Elizabeth
As noted, they want a second secret shop. Please do so for https://go.totalbodyaesthetics.com/ Semaglutide.

I made this start on September 4, 2023 which is right after labor day. Are you going to be working this day? if you are not, then tell me what your working days are around this holiday and I'll choose another day. She wants us to catch Neal trying to make a sale. 

pls, let me know about this timing. I am aiming for when they are open and Jennifer is out of town and my guess is the owner will take a vacation, but not the staff.

Comments & Events

Elizabeth Ruffa Elizabeth Ruffa
Hi Nicol Razon, Medstar Nicol  - Can we change the due date to September 5, the 4th is Labor Day and I'm not sure what hours I will be working yet if at all on the actual holiday. I will make sure this shop is noted to get Neal on the phone. I have done shops before where it was targeted towards a specific staff member. Thank you
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Nicol Razon, Medstar Nicol Razon
Elizabeth Ruffa Elizabeth  fantastic. Thank you
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Nicol Razon rescheduled this to-do
Was
Now
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Nicol Razon, Medstar Nicol Razon
Elizabeth Ruffa Elizabeth , the client emailed that Monday and Wednesdays are the best days to catch Neal answering phones. 
Elizabeth Ruffa noted
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Elizabeth Ruffa Elizabeth Ruffa
Began 9/5 at 11:03am EST
I have this shop scheduled for a call on 9/13 (Wednesday) does that work for your timeline Nicol Razon, Medstar Nicol  
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Elizabeth Ruffa Elizabeth Ruffa
Hi Nicol Razon, Medstar Nicol - below is the email draft and secret shop report. I spoke to Neal on the phone, I really enjoyed speaking with him. He made me want to get the treatment! Please let me know if there is anything more you need from me on this one. Thanks

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 Semaglutide.
  
Here is the recorded call: 
 
We received 1 call, 1 text, and a welcome email from you after we input the lead. Contacting a lead with a direct phone call at least 3x in the first week is the best way to ensure that the lead is converted into a potential patient. It is also our recommended protocol to send 3 automatic texts in the first week. We would love to help set up a plan for you to contact leads 3x in the first week with direct calls and automated texts. 

As for the recorded call, we spoke to Neal; he was  friendly, professional, and knowledgeable. He answered all of our questions and built excitement around the spa and treatment. Neal shared personal experience, explained pricing and the scheduling process in a recommended way. 

Overall, the call was great!

We recommend scheduling a Front Desk Training so we can help put in place a follow up plan for you to be contacting leads. 

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Nicol Razon, Medstar Nicol Razon
Elizabeth Ruffa Elizabeth  fantastic! Thank you!
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Nicol Razon, Medstar Nicol Razon
Elizabeth Ruffa Elizabeth please note that the fact that you only got 1 text message means we may have something set up incorrectly on their automations. This secret shop will remain open until I can figure that out.

If it is on them, I'll send. If it is on us, we'll need to adjust the report. 
Elizabeth Ruffa 👍
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Nicol Razon, Medstar Nicol Razon
We found that they themselves are putting leads into the in conversation column after the first text goes out
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Nicol Razon, Medstar
Nicol Razon completed this to-do.