According my records,  I have never Secret shopped them. 
Last CR audit was on 6/22/19. They did not have enough activity a few weeks back when I checked. 
Will go ahead and SShop them today at 10AM EST time. 

Chris, my apologies. After checking their Spreadsheet, I found that we did secret shop them back in 6/16/19 and 6/17/19. However, back then I had just begun doing that task and had not yet started keeping records on SShop results.
I just went ahead and Secret Shopped them again =
*** Notes *** Their site has a NOT SECURE Message. 2nd, there is no confirmation page coming up once you submit lead. Lastly, the lead submission form took a few seconds longer than normal to submit. 

Gilbert MedSpa Secret Shopper Leads Test

Website - https://www.gilbertmedspa.com/coolsculpting-gilbert/
Confirm - http://www.gilbertmedspa.com/coolsculpting-gilbert/??
Date: 8/28/19
Time: 10:24 AM

Name - David Montes
Email - Mrp.990123@gmail.com
Phone # - 407-732-0190
Message - Wondering if the belly fat I have can be removed with this procedure?

Chris, you mentioned that you had a meeting with the Gilbert client tomorrow. I am already done with the Call Rail audit for you. However, I have not added the Secret shopper test results to the report yet. They have NOT CALLED me back as of yet. I am going to wait until tomorrow morning to see if they do. If not, then I will add that info to the report for you to discuss it with the client. 

Is there enough phone calls to listen to make a report? Any issues? 

There were over 35 calls I went through. I have the CallRail audit report ready for you. The only major issue is their large amount of missed calls - about 40%.
Also, several Spanish speaking callers called the Gilbert Spa requesting to speak to someone who spoke the language, but they have none. I made a note of that.

Still, the major concern is that they did not call me back at all yesterday after I filled out the lead form. Waiting on today to finish the Secret Shopper leads test results for you. Will put together with CR audit, then submit it here. 

I think they are traveling have done a lead test before to monitor their response time 

Yes, we secret shopped them back in June 16 and 17th. Back then their response time was mediocre. They called me and sent a text the next day which was not great.

So do you want me to wait on them to call or submit the CR audit report now without the SSHOP results?

Do the report and indicate that you did submit a lead yesterday and were not contacted. Continue being critical yet super positive with your feedback as some of the calls are taken by the owners. 

Will  do. I totally understand which is why I did not report any of the calls involving Monarch Aesthetics and Theresa yesterday. I know she is part owner. 
Allow me a few minutes to finish up the VIO Medspa report, then I will finish this one for you. 

You can report on owner calls just make it positive suggestions. They need to learn too. 

Chris , whitney.zelig@gmail.com
here is the Call Rail and Secret Shopper Leads test report on Gilbert - Skinnovative.
The spa never bothered calling the Coolsculpting lead directly. No text messages of any kind were sent either. Only one confirmation email to the lead was ever sent out. This even though more than 5 full days have passed by since the lead was submitted.

Gilbert Med Spa - CallRail Audit & Secret Shopper Results – June 21 to August 27th.docx 4.53 MB • Download

They were on vacation. Try submitting new lead after 10am their time. Also update the report so it is more positive. Stay frank and honest but find a better way to tell them to get their shit together. 

Got you. I was going to call them today but decided against it due to your last message prior to two before this one.
I went ahead and submitted another lead.
But the there are a few things you should know.
1. Their site has a NOT SECURE message where the GREEN LOCK is supposed to be.
2. The lead takes a few seconds longer than usual to go through.
3. The confirmation page does not say "Confirm" or anything like that to let the person know their information was received. 
---
Gilbert MedSpa Secret Shopper Leads Test 
Website - https://www.gilbertmedspa.com/coolsculpting-gilbert/
Confirm - http://www.gilbertmedspa.com/coolsculpting-gilbert/??
Date: 9/03/19
Time: 1:11 PM

Name - Larry Bailey
Email - Kd1-star567@outlook.com 
Phone # - (972) 656-9619
Message - I have a ring  of fat surrounding my body, under my belly.

Thx bud. Good tips. No call back? Remind me to write their developer about this

As of last night, same results as last week; no call back, text or anything else except for that confirmation email. 
They used to be much better at responding to leads a few months ago. 
Will add this to your list of reminders. 

Hector - can you send me an updated report. whitney.zelig@gmail.com  send that report to bill fulton from my medstar email. 

Chris  I am working on it now, just about finished. I am calling them to find out why they never reached out to me so I can add that to the final report. Please allow me about 30 minutes to carry out the 2nd phase test call. 

Chris , whitney.zelig@gmail.com
Here is the revised report for you.
I added bullet points as a way to better convey any improvements and suggestions the spa should make on potential leads.
Still, two leads in 2 weeks and no direct phone calls from them to the leads is alarming and needs to be addressed.

Gilbert Med Spa - CallRail Audit & Secret Shopper Results – June 21 to August 27th.docx 7.43 MB • Download

Please let me know if there is anything else. 

sent.

thanks hector