hey whitney.zelig@gmail.com I actually had already started a lead for this.
I can see if Vania can help me, or maybe I won't need help. I have a meeting with her and Hector on Monday morning

I need to call them back...but I am wondering if I should put in a different lead now...

https://docs.google.com/spreadsheets/d/1s4hoENuZMwcfVW5KPCEx2wmOmPyjtAmhYX9AWgMGYu0/edit?usp=sharing

whitney.zelig@gmail.com and Hector here is the secret shop report for Eastland. I need to fix the voicemail message on the template, I must have accidentally applied the text response. I will get on that.

Please let me know how I did and if I can improve in any way. 

Eastland Face & Beauty. Secret Shop. 062121. AW.pages 743 KB • Download

Good morning Alyssa
When you do the initial Secret shop, please add the following info.

Admire Aesthetics - Coolsculpting - Secret Shopper Leads Test
Website - https://www.admireaesthetics.com/coolsculpting/
Confirm - https://www.admireaesthetics.com/c/coolsculpting/

Date: 06/18/21
Time:  11:06 AM EST
Name - Samantha Roberts
Email - babyXioG25@gmail.com
Phone -  321-234-7641

Message - I would like some more info on Coolsculpting.

====
Also, when you complete the report, copy paste it here so Whitney and everyone can see it without having to download the report first.
As it stands now, I cannot open the file you poste. Please us WORD since that I can edit and is the format we will be sending to the client. Thank you. 

Example -

Dr. Fiorillo - Secret Shopper Leads Test Report

Date of Test – 06/07/21

Time of Test - 11:34 AM (EST)

Overall Analysis: Very Limited Response; Requires Major Adjustments.

Service Tested: Coolsculpting

Phone call: None.

Voicemail: None.

Text Message: Yes, same day - 06/07/21 at 11:37 AM (EST)

Email: None.

Problems with form/button: None.

Follow-up call: None.

Follow-up E-mail: None.

Follow-up Text Message: None.

Areas that need improvement: No direct phone calls were made. No e-mails were sent. There was one text message sent the same day which was an auto text. However there were 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. Fiorillo 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. Nonetheless, the lead was never called directly. In addition, there were no e-mails sent at all. Lastly, no form of follow-up phone calls, text messages, or e-mails were made with the lead.

Details about lead:

Website - https://www.drfiorillo.com/procedure/coolsculpting/

Confirm - https://www.drfiorillo.com/c/coolsculpting/

Date: 06/07/21

Time:  11:34 AM (EST)
 Name – Natalie Brooks

Email - babyXioG25@gmail.com

Phone - 321-234-7641

Message - Heard about this from a friend and I want to see if it will work for me. I have some leftover fat from my childbirth a year ago. Will this work for that?

 

Recommendations for the staff at Dr. Fiorillo:

●       No direct phone calls were 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 comradery between the spa and the potential client. However, after this initial text message, there were no follow-up text messages sent.

●       The staff at Dr. Fiorillo’s office never sent out an 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. 

 

Good morning Hector thank you for letting me know you couldn't open the format. I hadn't considered that others may have a different format on their computer that would be more compatible. Thanks for bringing that to my awareness. I will copy the information now as it is, but I will copy this example you sent me to follow in the future. Let me know if that is okay, if I need to re-format this one I will be happy to. I believe all the information is here though that you have listed above. The only thing that I see missing is the initial message I sent with the lead, I don't recall what I put in the message box, I will do better at that in the future. I had started this before we talked more about secret shopping. Do you have a way to find it so that I can update?

Initially, I did include that pre-curser information on the secret shop tab on their spreadsheet. Are you saying I should copy and paste that here as well in addition to the spreadsheet? Thanks for clarifying that for me.

Also, I checked the lead sheet and the client inputted that they followed up more than what I have accounted here, but I have no record or their additional follow-ups...

Eastland Face & Body - Secret Shopper Leads Test Report - 6/21/21

Overall Analysis: Immediately there was a phone call and email with a welcoming message. No text follow-up until about ten days later.

Website:https://eastland.beautysculpt.net/

 

Date of test: 6/7/21 - 6/21/21

Lead entered: 12:39 PM (MST)

 

Phone call: Yes, the same day - 6/7/21 at 12:47 PM (MST)

 

Voicemail: Yes, the same day - 6/7/21 at 12:48 PM (MST)

 

Initial Text Message: Yes, More than one week later - 6/16/21 at 8:36 AM (MST)

 

E-mail: Yes, the same day - 6/7/21 at 12:50 PM (MST)

 

Problems with form/button: None.

 

Follow-up Phone call: No.

Follow-up E-mail: No.

 

Follow-up Text Message: No.

 

Areas that need improvement: Follow-up texts need to be done and in a timely manner. No follow-up e-mails sent. We recommend reaching out to leads three times via each communication method-text, email, and phone. 

 

Insight Summary – The contact (Michelle) at Eastland Face & Body, responded to the lead by calling and emailing within ten minutes after receiving the lead. Contact left a voicemail. One phone call was made, and one voicemail was left. The first phone call to the lead was made within 10 minutes after receiving the lead notification. No second call.  We encourage a protocol of 3 attempts made to every lead. No follow-up texts or e-mails were sent. These steps require some adjustments and follow-up training with our texting software. 

 

 

Website - https://eastland.beautysculpt.net/

Confirm - https://eastland.beautysculpt.net/c/

Date: 6/7/21

Time: 12:39 PM (PST)

 

Name - Rose Delaney 

Email - rose.delaney33@gmail.com

Phone - (816)367-4777
Message - 

 

Recommendations for the team at Eastland Face & Body:

●     The attendee, Michelle, sent a welcoming e-mail within 10 minutes, which is very beneficial because it lets the client know that their request has been received. Michelle also called and left a voicemail within 10 minutes, again this lets the client know their request was received. It also helps create two points of contact for the potential client, though we recommend including texting right away as well. An initial text was not sent until over a week after the lead was received and there were no additional follow-up calls or emails. We recommend sending a follow-up text the day after the lead is received, as well as the following day if you still have not heard back from the lead. We also recommend monitoring the texting app service to make sure all communications for leads are followed up with.

●       The office sent out one welcoming, personal e-mail, signed as being from Michelle Richardson, to the lead on the same day, about 10 minutes after receiving the lead. However, No follow-up e-mails were sent. Statistics show that sending welcoming and follow-up e-mails provide greater ROI results when it comes to leads. E-mails also aid in initiating and building a line of communication between the potential lead and the practice.

 

●      One phone call was made, and one voicemail was left. The first within 10 minutes of receiving the lead. This action is great, as we highly recommend that leads should be contacted by a direct phone call as soon as possible or within 24 hours of receiving the lead. However, no additional attempts were made. We recommend that the potential client is contacted again by phone for a third attempt before shelving the lead for a 30-day follow-up. 

Overall Comments:

Michelle was very personable in their communication and outreach. They were informative on how to get in contact and encouraging to schedule a consultation. We would recommend follow-up training with the texting app and discussing the automation of a first, second, and third email follow-up as well. 

Alyssa
Did Vania share the format which we use on these secret shops?
I believe I mentioned and showed them to you during our meeting yesterday.
In any event, the one I used above - For Dr. Fiorillo - is the way these reports have been prepared.
All you needed to do was change the names on them. It saves time... which is important when several reports have to be made the same day. Also, always use the WORD and Excel format since this is what most people use. 
Please revise it and use the format that Amy, Vania and I have already put  in place. It makes it easier for me to edit and send to the client. 
Thank you. 

Sorry! This may be my lack of communication. This was the format I gave Alyssa for writing the final report. I may have forgotten to send her an example of how to do the post. 

No worries. 
Amy and I were using the other format which is very simple.
Let's keep it that way. 
Thanks. 

Okay you've got it. Thank you both for clarifying for me Hector and Vania . 

No worries Alyssa. 
It took me a while to get these templates just right. Unlike you guys, I had to make this stuff up as I went along... WOW... I've come a long way since those days when I did my first few secret shops. 😊✔

I get it Hector. You're dialed in and it's awesome! I am grateful for the structures that exist and I appreciate your direction and patience.

No hector, people still have to make up stuff as they go along in this business too. ya'll work for the zeligs. 

Hey yall I am closing this task. please check the other task that I tagged you in about this. Thanks!