Hi Nicol
Here are my steps for a secret shop
1. Input the lead on a specific service page
2. Monitor the number of incoming calls, voicemails, texts, and emails sent after inputting the lead.
3. 5-7 days (depending on weekends) I respond to one of the texts the spa sends me to engage in text communication. I ask general requestions regarding the service I input the lead on; hows it work, results, pricing, downtime.
4. The day after the text engagement is complete, I place a recorded call to the spa inquiring about the service.
5. All of this information is recorded on this Secret Shop Report and then I also compose an email draft for the client. 
--Here's an example: 
We performed a secret shop. Please see the attached report.

We input a lead, commenced text engagement & placed a recorded call to the front desk inquiring about CoolSculpting. 

We received 3 calls, 3 texts, and a welcome email from you. You also answered our questions via text engagement. This all follows our recommended follow-up protocol. Great job!

However, the recorded call could use some work. We really recommend that you listen to this call and make the necessary adjustments to ensure an exciting and informative customer service experience via the phone. The salesperson who answered the call had basic knowledge about the treatment; but lacked a friendly and engaging tone. We recommend that anyone who answers the phone leads the call with a personable approach to the treatment. This helps establish a sense that the spa is warm and welcoming and that the treatment will be a positive experience.

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Nicol I suggest performing a secret shop on CoolSculpting for these guys as this is their primary service and then we can shop for other services as they are added. Please let me know how you would like to proceed. Thanks!

Yes, Elizabeth  please perform the secret shop on Coolsculpting. Thank you!

Nicol just verifying this is the correct link to shop. Thx
https://thecocar.com/coolsculpting/ 

Hi Nicol here is the secret shop report for these guys. 

EMAIL DRAFT:
Hi Team,

You've been secret-shopped! Attached is the full report. 

 

We input a lead, attempted to commence with text engagement, & called the front desk inquiring about CoolSculpting.  

Here is the recorded call: 

https://drive.google.com/file/d/1C0KpZy-iERSzuqlqlnTkuMW_qENaha-M/view?usp=share_link 

 

We received a welcome email and 3 texts from you. However, we did not receive any phone calls from you. Contacting a lead with a direct phone call is the best way to convert a lead into a potential client. 

 

Also, we did not receive a response from you when we initiated text engagement. Having the ability to answer text messages is vital to securing qualified leads. Qualified leads are potential patients who take the time to ask questions. They show a great deal of interest and urgency. By not receiving answers, the lead is encouraged to look elsewhere for the service.

 

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 and replying to all text messages. 

 

The salesperson that answered our call transferred the call after we inquired about the treatment to a CoolSculpting technician. The tech was very knowledgeable, and friendly and she built excitement around the spa and treatment.

However, It is vital that anyone that answers the phone in your office knows all about the treatments you offer. If they have to rely on a third party, it requires them to put the caller on hold (such as in this situation) which is not only not the ideal experience, but will definitely cause the caller to look elsewhere for the service. 

. 

We highly recommend that you schedule a Front Desk Training call here: http://calendly.com/Vania-medstar/front-desk

Hi Nicol  just making sure you saw this & checking in to see if theres another shop you want me to perform on them? TY

Elizabeth I was out of the office when you posted me. Thank you SO much for the re-tag!! 

Hi Nicol  - just making sure this was sent to the client so I can close out the task. TY

Elizabeth  great job on this shop and the call!