began 8/22

Hey Emily

Email Draft:
Hi Team,

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

We input a lead, commenced with text engagement & attempted to reach someone at the front desk to inquire about Emsculpt Neo.

Here is the recorded call attempt: https://drive.google.com/file/d/1e0oiQi21Q3LOm0y8irBtN2q1WQsQkMas/view?usp=sharing

You contacted us 2x by phone, 3x by text, and sent a welcome email after we input a lead. During text engagement the responses did not come in a timely manner, and then stopped all together. Answering texts is vital to securing qualified leads. By not receiving answers, the lead is encouraged to look elsewhere for the service.

On 9/13/23 we sent a text inquiring about pricing the text was never answered however a call was made to the lead where a voicemail was left indicating that they could not answer pricing questions via text but would discuss via phone.

Here is the recorded voicemail that was left:
https://drive.google.com/file/d/1wZrT6sgWxmOXcWBGJlBKeJLhWG9o5CjT/view?usp=sharing 

In regards to the recorded phone call we attempted to make on 9/12/23, the call was immediately placed on hold which had provided your spot in line to speak to someone. After waiting on hold for 10 minutes, the caller was informed they were next in line however the call was sent to a voicemail box instead of a salesperson. The caller left a voicemail, but never received a return call.

By not answering or returning calls the lead is encouraged to look elsewhere for the service. Having someone available to answer incoming calls and return all missed calls is critical to ensure that a lead doesn’t look elsewhere. It shows the potential lead that you value them as a customer. 

We recommend scheduling a front desk training to help set up a follow up protocol where you are contacting leads 3x in the first week, answering all texts, and being able to take all inquiries that come in via phone. 

Please schedule a front desk training here: https://calendly.com/emily-clientmtg/front-desk-training