The girl we need to ask the questions to is Susan.

Good morning Chris. 
I will take care of this today. 
I will see if during our Client at a Glance meeting today, I go over this with Vania. 

Website -  https://www.advancedrejuvenationcenters.com/coolsculpting-purchase/
Confirm - https://www.advancedrejuvenationcenters.com/c/coolsculpting/

Date: 10/06/20
Time:  10:11 AM EST
Name - Mary Cohen
Email - ladyme901@gmail.com
Phone - 516-252-6871

Message - After giving birth my stomach has not looked the same even though I work out. I need to get rid of these fat pockets and I read this may be the best option. Want to speak to someone about my options and so on.

Verified. 

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BTW, they have auto text. As soon as I submitted the lead, I received an auto greeting. Then I got another text two minutes later. 

Good send me an email I can send to the doc about this please 

Secret Shop Mini Report

Chris and Whitney here are the final results of the secret shopper for Advanced Rejuvenation Center

Overall Analysis: Good response, requires some adjustments.

Spa Response time: Phone Call: None.
Spa Response time: Voice Mail: None.
Spa Response time: Text Message: Yes, 1 minute later (auto text)
Spa Response time - Email: Yes, 5 minutes later.
Problems with form/button: None

Follow up Phone call: None thus far.
Follow up Phone Email: Yes, Wed, Oct 7, 10:15 AM
Follow up Phone Text: Yes - 10-08-20 10:15 AM and another on 10-09-20 10:15 AM

Areas that need improvement: No direct phone call was ever placed to the lead. They did send text messages on 3 different days, and emails. However, no follow up phone calls.

Summary: The overall response time to the secret shopper leads test from the staff at Advanced Rejuvenation Center requires some attention. They never took the time to call the lead directly. They do have automated text and email in place. And did send follow ups on both. However, the most crucial form of contact; a phone call, was never done.

Advanced Rejuvenation Center - Secret Shopper Leads Test Report - 10-06-20.docx 19.8 KB • Download

Emailing to you both now.. 

Vania , 
Can you please do me a favor and see if you can call this client using the above credentials? 
We need to record the call and we need it to be with Floria. 
She needs to be the one whom we want to record the call with. 

Hector  if someone other than her answers...should I call until I get Floria or should I request her by name? 

Well you ask for her. Say you spoke to her and want to continue conversation or something along those lines. 
If you cannot get through to her, then do not bother and call again. 
We need call recorded with Fiona.. and Fiona only... 
Please be sure that call is recorded. 
And that you ask her several questions to see how she responds. 
Thanks. 

why can't we listen to call rail Hector  ?

What do you mean Whitney?
Why we can't listen to her calls on callrail?

Chris wants this done this way. The client and him spoke and this is what they requested to me via an email. 

Whats going on here the doc Wanted to know how her new staff member performed

We were working out a way for me to record the call since they don't have CallRail and Hector's Jedi ninja Hubspot method is a bit beyond my tech skills. I will secret shop after the holiday. 

Call Rail Shop
Date: 11.30.20
Time: 2:46pm PST
Phone: (914) 251-1200

Employee: Rory

----------------------

The phone rang and Rory answered. I did my best to get Floria on the call but Rory is the actual CoolSculpting tech and Floria is the front desk so it didn't make sense for her to transfer the call over to her. 

1. Does Coolsculpting really work? – Rory was extremely knowledgeable about the procedure. I asked how it compares to Kybella and she had some helpful feedback. I asked if CoolSculpting actually works and she said, "it actually does" and briefly explained how and that "results are different one person to next" and that an in-person consultation was the best way to make that assessment. 

2. How many sessions will I need? – I said I was interested in CoolSculpting for a double chin. Rory said at least 2 treatments would be necessary, about a month apart. Again, stated that an in-person consult would be the best way to ascertain the number of treatments needed. 

3. How long before I see any results? – She said about a month where at that time I would come in to do a follow-up and book the second treatment. 

4. Are there any holiday promotions going on right now? – She mentioned that there was a Cyber Monday sale, 10% off mini, and a buy one get one half off promotion. And that I could purchase the promotion today over the phone. 

Following these questions, I told her I was shopping around some more today and she said to call back if I had any more questions or wanted to book a consult. 
My recommendation would be to ask the lead on the phone for their name and the best callback number in case we get disconnected so that you could follow up with them by EOD. I would also suggest available consultation times for them to book. And mention that it's a free consultation. 

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Hector  I tried my best, to the point of sounding like a creepy stalker. I couldn't get Floria on the phone. Soooo that. But here's the secret shop for their coolsculpting tech Rory. Also....that was awful. Ugh.

Good morning Vania. 

The good news is we finally got this done. 
Thank you for taking care of this. What was awful about it?
You don't like the recording them and asking questions part?

The bad news is that we needed to evaluate Floria so I am not sure talking to Rory would suffice. 
Let's see what Chris says. 
Thanks again. 

BTW, one of the most important questions to ask is "How much does Coolsculpting cost?" 
This will let us see if they have a handle on the pricing and if they mention promos without asking. 
Keep that one in mind for the next time. 

Hector well, we can't keep calling and asking for Floria. That is just way too obvious and suspicious for it to be a secret shop. If I was Floria I'd feel stalked. 
If this doesn't suffice then all we can do is a recorded call secret shop every week or so and wait to get Floria to answer. But that seems like an unnecessary amount of effort to go through. 
Maybe we could suggest a front desk training to them for new employees if that's what the Dr is worried about?

I totally agree with you Vania. 
However, this is what they client wanted since she is new I guess. 
I will give it a go tomorrow and see if she picks up. 
I don't understand how she is not picking up the phone if she is the new receptionist. 
In any case, let's wait to see what Chris and the client have to say about this to see what to do next.
Thank you. 

Hector  can we close this? I believe Chris spoke with the client?

Hector   ...you know how much we enjoy closing these. I'm letting you have this one as an early xmas gift lol

Thank you Vania. 
You know my weakness. lol.