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From the list: Secret Shops

✔ Secret Shop Tempsure Envi

Nicol R. added this on Jun 21, 2023
Completed Jul 05, 2023 by Nicol R.

Assigned to: Elizabeth R.
Due on: Jun 27, 2023 – Jun 30, 2023
Notes: Elizabeth , Hi!
Please begin a secret shop for this client for the Tempsure Envi service.
Their 30 days on ads with this service is coming up next Thursday, June 29th.
Is assigning you this secret shop 8 days in advance of the 30-day review a good timeline? Is it too short a timeline? Let me know so I can continue to adjust my work with you on these reviews.

Please know I'm out of town beginning end of the day today, June 21. If you have any questions that you need to have answered ahead of starting this shop while I'm out, please reach out to Emily, Vania , or Jessica

Emily isn't coming up to be tagged here, I'll look into why that isn't the case.

Thank you!
You can text or call me today 801-876-4112 before I go out of cell service if I'm not responding on b3.

Comments & Events

Elizabeth Ruffa

Nicol

- this works fine. I'll put it on the pipeline to start 6/29. TY

Jun 21, 2023 at 3:51 PM Notified 3 people

Nicol Razon

Thanks,

Elizabeth

!
Does that mean I can expect a report finished by 14 days from the 29th? Am I remembering that timeline correctly?

Jun 21, 2023 at 3:59 PM Notified 3 people

Elizabeth Ruffa

Nicol

- Yes; it should tentatively be completed around 7/13 ( I have to give them a full 7 business days to see if they send out 3 texts and then I engage and the following day make the recorded call)

Jun 21, 2023 at 4:11 PM Notified 3 people

Nicol Razon

Elizabeth

thanks for that feedback! In that case, can you please begin the secret shop earlier? I was under the impression that our 30-day review needed to include the secret shop which, I thought you might need 7 days lead on, not 14. Sorry about that.

Whatever you are able to do, please, go for it. I'm on your timeline for this one and will know better for the next one.

Jun 22, 2023 at 3:59 AM Notified 3 people

Elizabeth Ruffa

Nicol

- I began the shop today. I'll aim to begin text engagement on 6/29 and make the recorded call on 6/30. Will this time frame work for you? TY

Jun 22, 2023 at 2:20 PM Notified 3 people

Nicol Razon

That's great, thank ou

Elizabeth

Jun 26, 2023 at 11:04 PM Notified 3 people

Elizabeth Ruffa

Nicol

- sorry for the delay on this one. Below is the secret shop report + email draft. Thank you

EMAIL DRAFT:
Hi Team,

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

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

Here is the recorded call:

https://drive.google.com/file/d/1X1lTSK5zbEkNypoWAdz1WbbcON8VJ-qv/view?usp=sharing

We received 3 texts from you but unfortunately, we did not receive any phone calls. Contacting a lead with a direct phone call is the best way to ensure that the lead is converted into a potential patient. 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.

The salesperson that answered our call was professional, friendly, and knowledgeable. However, we recommend mentioning any current promotions that are going on as it brings a sense of urgency to visit the spa.

We highly recommend setting up a Front Desk Training so we can help you put in place a follow-up protocol that includes you contacting leads 3x in the first week with direct phone calls.

You can set up a call with us here: http://calendly.com/Vania-medstar/front-desk