Hi Vania - after playing phone tag for a while I finally got to speak to someone on the phone. Here is the secret shop report and email draft. Please let me know if you need anything else. Thanks!

EMAIL DRAFT:
Hi Team,

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

We inputted a lead, initiated text engagement and called the front desk inquiring about Ultherapy. 

Here is the call recording: https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE2c7e4e8ab997e62b335a2b3fa90cf363 

We did not receive any phone calls from you. Contacting a lead with a direct phone call is by far the best way to ensure that the lead is converted into a potential client. We would love to set up a plan for you to be contacting leads 3x in the first week to maximize your ability to convert leads into consults. 

The salesperson that answered our call was the owner, Mindy. She was extremely informative, friendly, and knowledgeable. She answered pricing questions in the recommended way and mentioned promotions/financing. Great job! 

We recommend that you schedule a Front Desk Training, so we can review strategic ways to answer a lead’s questions. It will help the overall customer acquisition of your business! 

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk 

SECRET SHOPPER Report - ABM Wellness.pdf 107 KB • Download