Hello Elizabeth  
Did you ever take care of this SShop?

Hector  - they open in 45 minutes so I'll call then & then post the report

Hi Ivonne Hector - here is the secret shop report & email draft for Maya Medspa. Thank you

EMAIL DRAFT:
Hi Team,

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

 

We input a lead, attempted to commence with text engagement, & called the front desk inquiring about CoolSculpting.  

Here is the recorded call: 

https://drive.google.com/file/d/10sl93XyC33S-4osos3EunLjLaUZt8-CR/view?usp=sharing 

 

We received 3 texts and a welcome email from you. However, we did not receive any calls from you or a response when we initiated text engagement. Contacting a lead with a direct phone call is the best way to convert a lead into a potential patient. It is also critical to reply to leads questions via text. Qualified leads are potential patients who take the time to ask questions. By not receiving answers, the lead is encouraged to look elsewhere for the service.

 

We would love to help set up a plan for you to be contacting leads 3x in the first week with a direct phone call as well as replying to all text messages. 

 

The salesperson that answered our call was friendly. However, she was slightly resistant to answering some of our questions as she stated she is not the provider for the treatment or the machine. It is vital that anyone that answers the phone in your office knows all about the treatments you offer. 

We highly recommend setting up a Front Desk Training so we can help you put in place a follow-up protocol where you are contacting leads with direct calls as well as responding to all text messages. It will help the overall customer acquisition of your business! 

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

Hi Ivonne  just making sure you saw this shop :) TY

Elizabeth  thank you so much! this has been sent.