Nicol  - began 8/31 (9:21am EST)

Hi Elizabeth , I see that sometimes Magie logs off early on Fridays. Were you able to make your call?

Hi Nicol -  Here is the secret shop report and email draft. I spent some time discussing the consultation fee as you requested however I did not mention it on the report or in the email draft as I wasn't quite sure how you wanted to approach that. I also wanted to know what your recommendation was on how many times a client should be contacting a lead via text as you'll see they sent a lot of texts. I felt like I should have mentioned something in regards to that but wasn't sure exactly how to specify what the "right" number of follow up texts are. I appreciate your help on that for future shops!

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EMAIL DRAFT:

Hi Team,

We performed a secret shop. Attached is the full-report.

We input a lead, commenced with text engagement & called the front desk inquiring about Dermal Fillers.

Here is the recorded call:

https://drive.google.com/file/d/1wtMJUxr4ZCO7Mum59NbnzDJAUkRQcnx8/view?usp=sharing 

We received 3 calls, 10 texts, and a welcome email from you after we input the lead. You responded during our text engagement and then sent an additional 6 follow up texts. When engaging with the potential client via text we recommend beginning the conversation with a friendly, engaging approach and building excitement around the treatment. 

However, the recorded call could use some work. We really recommend that you listen to this call and make the necessary adjustments to ensure an exciting and informative customer service experience via the phone. The salesperson who answered the call had basic knowledge about the treatment; but lacked a friendly and engaging tone. We recommend that anyone who answers the phone leads the call with a personable approach to the treatment. This helps establish a sense that the spa is warm and welcoming and that the treatment will be a positive experience.

If you have any questions or wish to further discuss please let us know. 

Mays Dermatology Secret Shop Report (1).pdf 109 KB • Download

Hey Nicol   did you get a chance to send this out yesterday?

Hi Elizabeth I'm reading it right now. Thank you!

I just heard the recording and did find Magie was friendly but could definitely hear that she wasn't excited to have this call. Nor was she able to build excitement like a salesperson should. 

I hesitate to send this report as is.  I'm going to fwd it to Judi before sending or potentially revising it.

Nicol  I would love to see the revisions you and/or Judi make for future shops. Or any pointers in a case like this. Thanks

Hi Elizabeth  I ended up sending with less wording on Magie's unfriendliness.  Judi didn't have additional edits or feedback for re-wording. Thank you for your work!

Elizabeth Nicol  My recommendation with these secret shops is to first deliver the good news- point out what they did well in bullet point format. The next section would be "Recommendations" and list these out bullet format as well. A teaspoon of sugar helps the medicine go down:)