Hey whitney.zelig@gmail.com  anything specific you want me to secret shop on with them? I am getting fully trained on Monday, a little tomorrow too, so I should be able to start it then. 

Vania  let's plan on this one for tomorrow to go over so I am clear on the process. Thanks for your help. 

whitney.zelig@gmail.com the lead has been posted.

Docere - Coolsculpting - Secret Shopper Leads Test

Website - https://doceremedspa.com/body-by-docere/coolsculpting-strongsville/
Confirm - https://doceremedspa.com/c/coolsculpting-strongsville/

Date: 06/23/21
Time: 6/23/21 @ 12:14pm (MST) 
Name - Alessandra Brooks 
Email - alessandrabrooks2@gmail.com 
Phone - (816) 533-5859 

Message - I am interested in CoolSculpting for the backs of my arms. I just can't seem to get them to tone up the way I am envisioning. 
 

Lead Confirmed

Screen Shot 2021-06-23 at 12.24.56 PM.png 66.4 KB • Download

Phone call: One call only on 6/24/21 @ 11:12pm (MST)

Voicemail: One vm only on 6/24/21 @ 11:13pm (MST)

Text Message: Yes, same-day automated - 06/23/21 at 12:14 PM (MST)

Email: Yes, same-day automated - 6/23/21 at 12:14 PM (MST)

Problems with form/button: None.

Follow-up call: None.

Follow-up E-mail: None.

Follow-up Text Message: None.

Areas that need improvement: Only one direct phone call was made, and the emails/texts were automated. There were no follow-up texts, calls, or e-mails made. 

Insight Summary – The overall response to the secret shopper leads test from the staff at Docere requires immediate attention. There was only one text message sent to the lead. While this was done almost immediately after the lead was received which is beneficial, it was an auto text. The lead was called directly one time only. In addition, there was only one automated email sent. Lastly, no form of follow-up phone calls, text messages, or e-mails were made with the lead.

Website - https://doceremedspa.com/body-by-docere/coolsculpting-strongsville/

Confirm - https://doceremedspa.com/c/coolsculpting-strongsville/

Date: 06/23/21 

Time:  12:14 AM (MST)

 Name – Alessandra Brooks

Email - alessandrabrooks2@gmail.com

Phone - 816-533-5859

Message - I am interested in CoolSculpting for the backs of my arms. I just can't seem to get them to tone up the way I am envisioning. 

 

●       Only one direct call was made. 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. The conversion rates on those contacted via a phone versus 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 make at least two additional follow-up phone calls.

●       There was a welcoming text message sent out to the potential lead quickly; albeit an automated one. Nonetheless, this is very beneficial, as a welcoming text message lets a potential client know that their request has been received. It also helps to create a personal camaraderie between the spa and the potential client. However, after this initial text message, there were no follow-up text messages sent.

●       The staff at the Docere office never sent out a follow-up e-mail to the lead. We recommend sending out a welcoming e-mail, as well as a personal e-mail as other top cosmetic medical facilities do. Statistics show that sending out welcoming or confirmation emails, as well as follow-up e-mails, provides greater ROI results when it comes to leads. E-mails also aid in initiating and building a line of communication between the lead and the client.

●       No follow-ups phone calls, text messages, or e-mails were sent to the potential lead. We highly recommend that leads should be contacted by a direct phone call within 24 hours of receiving the lead and contacted again by phone on the following day. Additionally, an e-mail, phone call, and text message should be sent a few days after that. Then, we recommend repeating this process a week later if there’s no response from the lead. 

Hector & whitney.zelig@gmail.com  I am closing out this lead, it has been about two weeks with no additional follow-up. Let me know if I am missing anything from this report. Thank you!

whitney.zelig@gmail.com  following up on how to send a secret shop report or if you already have done this.  

Alyssa
I always send these out after I double check them and prepare them. And after Whitney verifies if we need to send them since sometimes she calls clients directly.
whitney.zelig@gmail.com do you want to send this out to the client?
Please let us know. 
Thanks. 

Awesome thanks for clarifying that Hector . I'll let you both take over from her. Thanks