Went ahead and began this secret shop of this client. Cannot verify lead since we do not have access to their leadsheet. 

NU Skin Laser - Coolsculpting - Secret Shopper Leads Test
Website - https://nuskinlaser.com/products/coolsculpting-black-friday-1-session
Confirm - https://nuskinlaser.com/pages/thank-you

Date: 09/02/21
Time:  10:38 AM EST
Name - Beatrice Michaels
Email - babyXioG25@gmail.com 
Phone -  321-234-7641

Chris ,
These people did not call me, text me or contact me in any way except for an automated email. 
Would you like me to do a report to send to the client?

Thx Hector Yes send me something 

You're welcome. 
I will prepare two reports. One for this location and one for their other one. 

Chris  
Good morning. 
Here is the report. 
I am sending it to you via email so you can fwd to the client. 

NU-Skin Laser - Secret Shopper Leads Test Report 

Date of Test – 09/02/21

Time of Test - 10:38 AM (EST)

Overall Analysis: Limited Response; Requires Immediate Attention & Adjustments.

https://nuskinlaser.com/products/coolsculpting-black-friday-1-session

Service Tested: Coolsculpting

Phone call: None.

Voicemail: None.

Text Message: None.

Email: Yes - Sep 2, 3:42 PM

Problems with form/button: None.

Follow-up call: None.

Follow-up E-mail: None.

Follow-up Text Message: None.

Areas that need improvement: No direct phone calls were made to the potential lead and no text messages were sent either. We highly recommend that leads be contacted on the first day and within an hour via one of these methods. The only form of contact was via a welcoming email. For optimal results, leads should be contacted using the following methods of contact; phone, text and email.

Insight Summary – The overall response to the secret shopper leads test from the staff at Nu-Skin Laser requires immediate attention. There was no attempt to make direct contact with the lead via a phone call. There was also no text message sent to the lead. The only contact came via an email. And that email on suggested that the lead submit a form on their site. Lastly, no form of follow-up phone calls, text messages, or e-mails were made with the lead.

 

Details about lead:

Website - https://nuskinlaser.com/products/coolsculpting-black-friday-1-session

Confirm - https://nuskinlaser.com/pages/thank-you

 

Date: 9/02/21

Time:  10:38 AM (EST)
 Name – Beatrice Michaels

Email - babyXioG25@gmail.com

Phone - 321-234-7641

Message – Message - I have been hearing about cold freezing for some time now. Wondering if this would help me since I work out and still have some fat I can't seem to get rid of.

 

Recommendations for the staff at NU-Skin Laser:

●       No direct phone calls were made. Contacting a potential lead via a direct phone call is by far the best way to ensure that the lead is converted into a potential client. The conversion rates on those contacted via a phone versus those who are not are almost 4 to 1. In addition, it shows the potential lead that you value them enough as a customer to call them directly. Top-rated facilities generally reach out to a lead within minutes or an hour after obtaining their contact information, and they make at least two additional follow-up phone calls.

●       There were no welcoming text messages sent out to the potential lead. A welcoming or acknowledgment text message should be sent out to all potential clients as soon as possible. This works for the benefit of the clients in several ways, not just letting the lead know that their request has been received. It also helps create a personal comradery between the Spa and the potential client. 

●       Although the staff at Nu-Skin Laser sent out an e-mail to the lead, it was very impersonal. Plus, the potential client was only asked to fill out a form online and not provided any real incentive. We recommend sending out a welcoming e-mail, as well as a personal e-mail as other top cosmetic medical facilities do. Statistics show that sending out welcoming or confirmation emails, as well as follow-up e-mails, provides greater ROI results when it comes to leads. E-mails also aid in initiating and building a line of communication between the lead and the client.

●       No follow-up phone calls, text messages, or e-mails were sent to the potential lead. We highly recommend that leads should be contacted by a direct phone call within 24 hours of receiving the lead and contacted again by phone on the following day. Additionally, an e-mail, phone call, and text message should be sent a few days after that. Then, we recommend repeating this process a week later if there’s no response from the lead.

NU-Skin Laser - Secret Shopper Leads Test Report - 9-02-2021.docx 20.7 KB • Download

I am also sending you the other one for My Spa Society Main site. 

Chris Ivonne what did you want to with this information? ^^ 

We already had a conversation with this client. Thank you whitney.zelig@gmail.com & Hector !