Eastland Face & Body - Coolsculpting - Secret Shopper Leads Test

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

Date: 06/30/21
Time: 6/30/21 @ 10:35am (MST)
Name - Alessandra Brooks
Email - alessandrabrooks2@gmail.com
Phone - (816) 533-5859

Message - N/A

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Lead Verified

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Hector and whitney.zelig@gmail.com This was my second secret shop for this client. I discovered that they were inputting outreach that I never received, which is what prompted the second secret shop. Again, they input outreach that I did not receive. Someone is lying! I assume Michelle, she's the only one I have received communication from in both secret shops, refer below

For Rose: only received the contact on 6/7 and 6/16 • Download

For Alessandra: received only the outreach on 6/30 • Download

...And now for the closeout of the report:

Eastland Face & Body - Secret Shopper Leads Test Report

Phone call: One call only on 6/30/21 @ 12:27 PM (MST)

Voicemail: One vm only on 6/30/21 @ 12:27 PM (MST)

Text Message: Yes, same-day automated - 06/30/21 at 10:35 AM (MST)

Email: None. 

Problems with form/button: None.

Follow-up call: None.

Follow-up E-mail: None.

Follow-up Text Message: One follow-up - 6/31/21 @ 12:27 PM (MST)

Areas that need improvement: Only one direct phone call was made, and the 1st text was automated. There was only one follow-up text. No follow-up calls or e-mails were made. 

Insight Summary – The overall response to the secret shopper leads test from the staff at Eastland Face & Body requires immediate attention. There was only one automated 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. There was one follow-up text message. The lead was called directly one time only. There was no email sent. Lastly, no form of follow-up phone calls or e-mails were made with the lead.

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

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

Date: 06/30/21 

Time:  10:35 AM (MST)

 Name – Alessandra Brooks

Email - alessandrabrooks2@gmail.com

Phone - 816-533-5859

Message - N/A

 

●       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. One follow-up text was made. We recommend at least one additional follow-up by text message a week later if still no response from the lead.  

●       The staff at the Eastland Face & Body 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 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. 

Also...should I post all of this on the other secret shop task and close this out? just have one secret shop rail? What do you think? Or should I just sub-title them by date

Alyssa  
Good morning.. How are you this beautiful Thursday?
Great work on this reporting. 
This is going to be tricky. Each time I had an issue with receptionist or other staff members lying about their reaching out to us, most kept lying. Which is why we recorded some calls. 
In any event, you have your phone screenshots so I know you can back it up. 
This is something we need to bring up with their manager or owner if this girl is in fact altering the leadsheet and lying about it. 
Whitney? What should we do when sending this report to the client?
Also, Alyssa, we should merge both secret shops. Instead, post the other one here and close the other one out. 
Thanks. 

hey Hector  i asked her to keep it separate so I can find it easier 

Hector I am doing wonderful, thank you,  how are you? 
Whitney I believe is already communicating the report with the Doc. I will be generating the third secret shop lead. I will post screenshots of the communication I received to the appropriate lead reports. 

whitney.zelig@gmail.com if that works better for you then that's good.
Alyssa just make sure you use different phone numbers, names, emails and the works when you do so.
Thank you and Happy Friday to all.

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whitney.zelig@gmail.com & Hector is this task complete? I don't think it is...They can use improvement on texting, email, and calling. The spreadsheet is accurate, there were no additional follow-ups, and only one lead received a confirmation email. 

Should I or do one of you want to submit a new lead? I submitted 3, but I am happy to submit a 4th to see if anything has improved since this rail initially began. Let me know. 

Alyssa 3 secret shops should be sufficient for us to gather sufficient information on their response adequacy. 
The question is did we ever create a report for them and sent it out? If so, then you can go ahead and close this out. Unless Whitney has something else in mind. 
Thank you. 

Thanks for responding Hector I am not certain if the report was ever sent, which is why I ask. whitney.zelig@gmail.com  do you know? 

whitney.zelig@gmail.com  did this ever get sent? This feels sooo long ago...