Hi Ivonne - here is the secret shop report and email draft for Nova Innovated. The did great on the texts!! Only issue was the salesperson that answered the call couldn't answer my questions, she transferred the call to the nurse practioner. Please let me know if you need anything else from me on this one. Thanks

EMAIL DRAFT:
Hi Team, 

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

We input a lead, commenced text engagement & called the front desk inquiring about Vampire Facial. 

Here is the recorded call: https://drive.google.com/file/d/13z6BQe9fBY_J7qeQXMiyArT9cMFQKcsv/view?usp=share_link  

You contacted us 3x by phone, 3x by text, sent a welcoming email and replied to all of our text messages. This all follows our follow up protocol. Great job! 

The salesperson that initially answered our call, transferred the call to the nurse practitioner when we began asking questions about the treatment. 

It is vital that anyone that answers the phone in your office knows all about the treatments you offer. If they have to rely on a third party, it requires them to put the caller on hold (which is not the ideal experience) or cause the need to transfer the call to a technician, such as in this situation. This is not only not the ideal experience, but will definitely cause the caller to look elsewhere for the service. 

The nurse practitioner was friendly, professional and very knowledgeable. This is great! 

Please let us know if you have any questions.

Hi Ivonne  just making sure this was sent to the client before I close out this task. TY