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Numa Spa - www.numaspa.com

https://numaspa.com • Client Success Manager: Emily
Chris Zelig, MedstarIsaac Klausnser, MedstarHector Mota, Operations Manager at MedstarJonnamae Jumawan, MedstarShane Quast, MedstarCharmae Arcayan, MedstarVania J, MedstarKamie Allen, Content ManagerSelena Vujatov, MedstarAlyssa Workman, MedstarIvonne Ackerman, MedstarElizabeth RuffaBrittany Redding, Digital Marketing Manager at MedstarJenna Maschino, Senior Support Specialist at MedstarJudi Vallano, Medstar +1 others
From the list: Front Desk Support

✔ Secret Shop/ Call Rail Report

Hector M. added this on
Completed by Amy V.
Assigned to
Amy Van Deusen Amy V.

Comments & Events

Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
Good morning Amy Van Deusen Amy
We last secret shopped this client on Date: 10/01/20.
Can you please secret shop them today or whenever you get a chance?
Please ignore any text, calls or emails. Do not respond.
Then, we will need to call them and record the phone call, ask a few questions to see how they sound.
Either Vania J, Medstar Vania  or I can do the latter as we need to show you how that is carried out. 
Thank you. 
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Amy Van Deusen Amy Van Deusen
Hi Hector Mota, Operations Manager at Medstar Hector , yes, I will get this done today or tomorrow and I will post here.
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Amy Van Deusen Amy Van Deusen
Website - https://numaspa.com/coolsculpting/
Confirm - https://numaspa.com/c/coolsculpting/
Date: 2/11/21
Time: 3:47 PM (EST)
Name - Georgia Gray
Email - georgiag8585@yahoo.com
Phone - 860-670-5468
Message - I am interested in how coolsculpting can treat my double chin.

Hi Hector Mota, Operations Manager at Medstar Hector , please verify that this client received the lead when you have the chance. So far, I have received an automated text message and an automated e-mail. I will keep you and the spreadsheet updated as contact occurs.
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Amy Van Deusen Amy Van Deusen
Hi whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com Hector Mota, Operations Manager at Medstar Hector This client sent one automated text message and one automated e-mail the same day immediately after I sent the lead. They called within half an hour of receiving the lead and left a friendly voicemail offering a free consultation. No follow-up phone calls, e-mails, or texts. Should I go ahead and write a report for them?
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whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com
Yes Amy Van Deusen Amy
looks like they did great- except the second and third attempt

Hey Hector Mota, Operations Manager at Medstar Hector can we always give the client my link so they can have a front desk training after we send them this report?

calendly.com/whitneymedstar/frontdesk 
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Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
Nicely done Amy, thank you. 
Whitney, great idea. 
I will make sure to add that to every report we send out. 
Perhaps we can also add the calendly with a message when we send out leadsheets?
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Amy Van Deusen Amy Van Deusen
Hector Mota, Operations Manager at Medstar Hector whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com Here is the secret shop report for this client. Hope you're having a good weekend!

Numa Spa - Secret Shopper Leads Test Report

Overall Analysis: No follow-up contact. Adjustments needed

 
Date of test – 2/11/21
Lead entered: 3:47 PM (EST)
Overall Analysis: No follow-up contact. Adjustments needed
 
 
Spa Response Time:
Phone call: Yes, the same day - 2/11/21 at 4:04 PM (EST)
 
Voicemail: Yes, the same day - 2/11/21 at 4:04 PM (EST)
 
Text Message: Yes, the same day - 2/11/21 at 3:48 PM (EST)
 
E-mail: Yes, the same day - 2/11/21 at 3:47 PM (EST)
 
Problems with form/button: None.
 
Follow-up Phone call: None.
 
Follow-up E-mail: None.
 
Follow-up Text Message: None.
 
Areas that need improvement: No follow-up texts. No follow-up or personal e-mails. No follow-up phone calls.
 
Insight Summary – The staff at Numa Spa responded to the lead by calling the same day and leaving a voicemail. No follow-up phone calls were made. One automated e-mail was sent the same day. No personal or follow-up e-mails were sent. One text message was sent the same day. No follow-up texts were sent. This requires adjustments.
 
Details about lead:
 
Numa Spa - Secret Shopper Leads Test – CoolSculpting
Date: 2/11/21
Time:  3:47 PM (EST)
 
Name – Georgia Gray
Phone - 860-670-5468
Message - I am interested in how coolsculpting can treat my double chin.
 
Recommendations for the staff at Numa Spa:
  • The staff at Numa Spa sent a welcoming text message almost immediately, which is very beneficial because it lets the client know that their request has been received.  It also helps create an additional channel of communication between the spa and a potential client. However, a follow-up text was never sent. We recommend sending a follow-up text message a day or two after receiving the lead.
 
  • The team at Numa Spa sent out one automatic, welcoming e-mail to the lead on the same day. This is beneficial, as e-mails aid in initiating and building a line of communication between the lead and the client. However, no follow-up or personal e-mails were sent to the potential client. We recommend doing this, as other top medical spas do. Statistics show that this provides greater ROI results when it comes to leads.


  • A phone call and voicemail were left on the same day in a friendly manner. However, no follow-up phone calls were made after the initial phone call. We highly recommend that leads are followed up with a phone call on the first day and the following day. Follow-up e-mails, phone calls, and text messages should be made one or two days after receiving the lead. Then, repeat this process a week later if there’s still no response from the lead.
    Numa Spa - Secret Shopper Leads Test Report - 2-11-21.docx 213 KB • Download
    .
Vania J, Medstar 🙌
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Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
Hi ya Amy Van Deusen Amy  
Good morning. 
Hope you are having a great weekend as well. 
Thank you for your excellent reporting. I will take a look at it and go over it to send to the client. 
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Amy Van Deusen
Amy Van Deusen completed this to-do.