Dr. Lowney Massachusetts Cosmetics - Secret Shopper Leads Test
Website - https://massachusettscosmetic.com/gyn-cosmetic/labiaplasty/
Confirm - https://massachusettscosmetic.com/c/labia/

Date: 03/02/21
Time:  9:58 AM EST
Name - Diana Michaels
Email - ladyme901@gmail.com
Phone -  484-296-3731

Message - I would like to get some work done. I do not feel the same after giving birth twice. When can I speak to the specialist?

Since they did not respond to the first secret shop test I wanted to be sure it was not a fluke. 
I shopped them again. 

Dr. Lowney  - Labia Plasty - Secret Shopper Leads Test
Website - https://massachusettscosmetic.com/gyn-cosmetic/labiaplasty/
Confirm - https://massachusettscosmetic.com/c/labia/

Date: 03/29/21
Time:  2:34 PM EST
Name - Maribel Santana
Email - babyXioG25@gmail.com 
Phone -  321-234-7641

Message - I believe that I need to speak to the doctor about this procedure. I do not like the enlarge shape I have now. When can I schedule a consultation?

Lead has been verified.
Again, this client did not contact me in any way other than an email they sent.
Waiting for Chris to confirm whether or not I am going to prepare a report.

image.png 331 KB • Download

I prepared and sent report to the Doctor for his review. 

Dr. Mark Lowney – Advanced Body Sculpting - Secret Shopper Leads Test Report

Date of Test – 03/02/21 and 03/29/21

Time of Test – 9:58 AM and 2:34 PM (EST)

Overall Analysis: Minimal Response; Requires Immediate Major Adjustments.

Service Tested: LabiaPlasty

Phone call: None.

Voicemail: None.

Text Message: None.

Spa Response time: Email: Yes, same day - 03/02/21 at 11:02 AM (EST)

Problems with form/button: None.

Follow-up call: None.

Follow-up Email: None.

Follow-up Phone Text: None.

Areas that need improvement: There were no direct phone calls made to none of the two leads. There were also no text messages sent. The only attempt to contact the lead was via an email. Additionally, no follow-up texts, calls, or e-mails were made. 

Insight Summary – The overall response to the secret shopper leads test from the staff at Dr. Lowney Advanced Body Sculpting requires immediate attention. There was no attempt made to contact the leads directly. Other than an automated email, there were no other forms of contact made to try and reach the leads. This took place during both secret shop attempts. In addition, there were no form of follow-up phone calls, text messages, or e-mails were made with the leads.

Details about lead 1:

Website - https://massachusettscosmetic.com/gyn-cosmetic/labiaplasty/

Confirm - https://massachusettscosmetic.com/c/labia/

Date: 03/02/21

Time:  9:58 AM (EST)
 Name – Diana Michaels

Email - ladyme901@gmail.com

Phone - 484-296-3731

Message - I would like to get some work done. I do not feel the same after giving birth twice. When can I speak to the specialist?

Details about lead 2:

Date: 03/29/21

Time:  2:34 PM (EST)
 Name –  Maribel Santana

Email - babyXioG25@gmail.com

Phone - 321-234-7641

Message - I believe that I need to speak to the doctor about this procedure. I do not like the enlarge shape I have now. When can I schedule a consultation?

 

Recommendations for the staff at Dr. Mark Lowney – Advanced Body Sculpting:

●       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 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 the clients 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.

●       The staff at Dr. Mark Lowney – Advanced Body Sculpting did send out an automatic, welcoming e-mail to the lead. We recommend sending out an automatic e-mail, as well as a personal e-mail as other top cosmetic medical facilities do. However, there were no follow up e-mails sent to the lead. These emails aid in initiating and building a line of communication between the lead and the client.

●       No follow-up 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.