Hi whitney.zelig@gmail.com so we finished the secret shop and it wasn't that good.  Here is the report. 

Email Draft:
Hi Team,

You've been secret shopped! Attached is the full report.

We inputted a lead, commenced text interaction, & called the front desk inquiring about CoolSculpting. 

Here is the call recording: https://watch.screencastify.com/v/HuFnaVjUgPiHvlbKzU3w 

We did not receive any phone calls from you. We would love to help set up a process for you to be contacting leads 3 times within the first week to maximize your ability to convert leads into consults. 

During the recorded call the caller was placed on hold for 2 minutes 23 seconds until the esthetician then picked up the call. America is the land of instant gratification. A potential lead could have hung up and called another spa. The esthetician was friendly and knowledgeable, this was great!

There was no follow up after the 1st scheduled consultation was “missed”. It is vital to follow up with missed appointments since these are the people closest to becoming patients.

SECRET SHOPPER Report - KP Aesthetics .pdf 108 KB • Download

sent to client. Hey Ivonne can you add to template something about jumping on phone to talk with vania so she can train the team? 

https://calendly.com/vania-medstar/front-desk


i added it to this email, just in future. thx 

whitney.zelig@gmail.com  noted. Thanks!

closing out good work team