CRMC Aesthetics - Secret Shopper Leads Test
Website - https://crmc.mysculpt.net/
Confirm - https://crmc.mysculpt.net/c/coolsculpting/

Date: 01/21/21
Time:  1:25 PM EST
Name - Laurissa Pender
Email - ladyme901@gmail.com
Phone -  321-234-7641

Message - I have some belly fat on my stomach but do not want to do liposuction. A friend mentioned this to me. Can I set up an appointment?

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Chris , Vania and Amy  
Here is my report on CRMC Secret Shop leads test. 
I am sending it to the client now. 


CRMC Medical Center - Secret Shopper Leads Test Report

Date of test – 01/21/21 

Service tested: Coolsculpting 

Overall Analysis:  Response Requires Some Adjustments.

Spa Response time: Phone call: Yes, 2 days and 3 hours later

Spa Response time: Voicemail: Yes, 2 days and 3 hours later

Spa Response time: Text Message: None

Spa Response time: Email: Yes, 2 days and 3 hours later

Problems with form/button: None.

Follow up Phone call: None thus far.

Follow up Phone Email: None thus far.

Follow up Phone Text: None thus far.

Areas that need improvement: There was only one direct call sent to the lead. However, it was sent 2 full days later. In addition, there were no text sent and no subsequent follow up phone calls, text messages or any other type of follow ups. 

Details about lead:

CRMC Medical Center - Secret Shopper Leads Test – Coolsculpting
Website - https://crmc.mysculpt.net/

Confirm - https://crmc.mysculpt.net/c/coolsculpting/

 

Date: 01/21/21

Time:  1:25 PM EST
 
 Name - Laurissa Pender

Email - ladyme901@gmail.com

Phone -  321-234-7641

Message - I have some belly fat on my stomach but do not want to do liposuction. A friend mentioned this to me. Can I set up an appointment?? 

Secret Shop Results Summary – The overall response time to the secret shopper leads test from the staff at CRMC Medical Center requires immediate attention. Although they did call the lead, it was done 2 (two) full days and 3 hours later. The staff left a voice mail and also sent an email. The email was also sent 2 days later. Moreover, there were no text messages ever sent to the lead which are important. And there were no follow up calls or any other kind of follow up done with the lead.  

Recommendations for the staff at The Studio Med Spa:

·         There were no welcoming text messages sent out to the potential lead. A welcoming or acknowledgment text message should be sent out to all potential clients as soon as possible. This works for the benefit of client in several ways, not just letting the lead know that their request has been received. It also helps create a personal comradery between the Spa and the potential client.

·         Contacting a potential lead via a direct phone call is by far the best way to ensure that the lead is converted into a potential client. While the lead was called once, it was done two full days and 3 later. There were also no follow up phone calls. The conversion rates on those contacted via a phone vs. those who are not are almost 4 to 1. In addition, it shows the potential lead that you value them enough as a customer to call them directly. Top rated facilities generally reach out to a lead within minutes or an hour after obtaining their contact information. And they call the leads at least 3 times.

·         No follow up phone direct phone calls, text messages or emails were ever sent to the potential lead again. We highly recommend that leads should be followed up on with a phone call on the first day and the following day. Then, an email, phone call and text again a few days after that. Then, repeat this process a week or so later again if there’s no response from the lead. 

 

CRMC Medical Center - Secret Shopper Leads Test Report - 01-21-21.docx 20.4 KB • Download