Hi Hector  - I began this shop on 8/22/23. TY

Hi Hector  - I just realized I made a mistake, not even sure how I made it but I shopped Concierge for botox. I have the completed report, email draft, and photos of the text engagement prepared for you. I am going to restart a shop for breast augmentation right now. Would you still like the botox shop that I completed? Sorry sorry sorry!

Yes, please email me at chris@medstarmedia.com please also do breast aug asap. Thanks

Good morning Elizabeth. 
No worries on the mistake, it happens. The good thing is we will get to see how they respond to both services now. 
When you send out this email drafts to Chris, please include me as well. 
This way, I can respond to you when you ask if the report has been sent to the client or not. 
Thank you. 

Hector Chris   (Also sending this through as an email). Thank you

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 Breast Augmentation.

  

Here is the recorded call: 

https://drive.google.com/file/d/1SxnqU1Q5CNJgWvPlqc9MqahNMzljy75E/view?usp=sharing 

 

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 automated texts in the first week. We would love to help set up a plan for you to be following this follow up protocol. 

As for the recorded call it was a little difficult to reach anyone at the spa. We called and left voicemails on multiple occasions. On 9/18 we were able to reach someone at the front desk however she was unable to answer any questions and stated that the surgical coordinator would call us back. 

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 or cause the need for someone to call the lead back, such as in this situation. This is not only not the ideal experience, but will definitely cause the caller to look elsewhere for the service.

The surgical coordinator was  friendly, professional, and knowledgeable. She answered all of the caller’s questions, shared personal experience, explained pricing and the scheduling process in a recommended way. 

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

Please schedule a call here: https://calendly.com/emily-clientmtg/front-desk-training

Concierge Med Spa Secret Shop Report (2).pdf 432 KB • Download

Great work on this secret shop report Elizabeth. 
I see that you have also sent this over to me and Chris in an email. As soon as I verify 
that Chris has sent this out to the client, I will let you know so you can close out this task. 

Thank you again. 

We are all set. Chris sent this out on Tuesday. 

Thanks again Elizabeth.