Let's secret shop them on Monday Oct 6th.

The Cocar - Secret Shopper Leads Test
Website -  https://www.thecocar.com/coolsculpting/
Confirm - https://www.thecocar.com/thank-you//

Date: 10/05/20
Time:  11:09 AM EST
Name - Kelly Larson
Email - ladyme901@gmail.com
Phone - 321-234-7641

Message - HI!
I been a bit depressed lately since I can't seem to get rid of the extra fat I gained after giving birth. I work out regularly and my husband suggested this may be the answer. Would like to try and see. Let's set something up. Thanks.

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Hector wait...did you make this call? LOL tell me you faked a lady's voice hah

No, no.. 
I won't go as far as faking a woman's voice... Not when we have 2 real ladies here who can actually make those calls - you and Whitney.
This was just the initial test to see how they respond. 
You never answer or speak to them during the first try. (Unless the Sshop requires you to do so.)

Chris and whitney.zelig@gmail.com  
So far, all I have received from this client is an email - a day later. 
Tue, Oct 6, 4:30 PM
No phone calls, no text... 
What do suggest we do with them?
Test them again?

Hector whitney.zelig@gmail.com - lets write Laura an email about it. whitney.zelig@gmail.com  - send them the staff protocol and training 

I will prepare a small mini report and send you to Whitney today. 

Secret Shop Mini Report

Chris   and whitney.zelig@gmail.com   here are the final results of the secret shopper for The Cocar.

Overall Analysis: No Calls, Requires Immediate Attention & Major Adjustments.

Spa Response time: Phone Call - None.
Spa Response time: Voicemail: None.
Spa Response time: Text Message: Yes, but a day later - Tue, Oct 6, 4:30 PM
Spa Response time - Email: None.
Problems with form/button: None

Follow up Phone call: None thus far.
Follow up Phone Email: None thus far.
Follow up Phone Text: None so far.

Areas that need improvement = No direct call and one text message sent a full day later. Also, no follow up calls, no emails, no follow text messages or any other type of follow ups. 

Summary: The overall response time to the secret shopper leads test from the staff at The Cocar requires immediate attention. They never called the lead at all. In addition, a text message was sent a full day later. Lastly, there were follow up emails, no text messages or follow up calls done with the lead. 
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** I am also going to email you the report so you can send it to the client.