Secret Shopper - phasing out of this project, task out in own client folder

Bare Bunny Secret Shop

Assigned to
Elizabeth Ruffa Elizabeth R. Sydney Metz, Client Success Manager  Sydney M.
Notes
Hi Elizabeth Ruffa Elizabeth , can you please do these secret shops:

https://go.barebunnyaesthetics.com/emsculpt-neo/
https://go.barebunnyaesthetics.com/hydrafacial/

We recently did a secret shop for them, so Elizabeth Ruffa Elizabeth can you please give Sydney Metz, Client Success Manager  Sydney the lead info so she can delete it from the client's account? Elizabeth let's make sure we use a completely diff. name + number. Thank you!

Comments & Events

Sydney Metz, Client Success Manager
Elizabeth Ruffa Elizabeth  Done!
Elizabeth Ruffa Thx
Elizabeth Ruffa
Elizabeth Ruffa completed this to-do.
Elizabeth Ruffa
Elizabeth Ruffa re-opened this to-do.
Ivonne Ackerman, Medstar
Elizabeth Ruffa Elizabeth  have you started these? 
Elizabeth Ruffa
Ivonne Ackerman, Medstar Ivonne  -Yes the Emsculpt secret shop is in process, text engagement is due to commence on 7/27.
Ivonne Ackerman, Medstar Thank u!
Elizabeth Ruffa
Ivonne Ackerman, Medstar Ivonne  - I haven't received any texts??
Ivonne Ackerman, Medstar
Vania J, Medstar Vania we have not received any texts can you please check the backend.
Elizabeth Ruffa Elizabeth  please provide the name and date of the lead entered. Thanks!
Elizabeth Ruffa
Ivonne Ackerman, Medstar Ivonne  this is the one that we figured out there texts didn't go live till June 8th. So I'm repeating the texting portion of the shop again using a different name. *And have received texts
Ivonne Ackerman, Medstar great thanks!
Vania J, Medstar 🙌
Elizabeth Ruffa
Ivonne Ackerman, Medstar Ivonne  just a heads up... I've called a few times and left voicemails with no call returned. I'm going to be a little more persistent today and see if I can get them on the phone.
Ivonne Ackerman, Medstar thank u!
Ivonne Ackerman, Medstar
whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com  please see above. :(
whitney.zelig@gmail.com, Medstar oo juicy
whitney.zelig@gmail.com, Medstar
Thanks Elizabeth Ruffa Elizabeth  can you let us know what dates and times you were calling? 
Elizabeth Ruffa
Hi whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com  
8/12 at 9:38am, 12:30pm    8/16 at 12:38pm 
Elizabeth Ruffa
Hi whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com - I got through!! YAY. Here is the secret shop report and email draft. Please let me know if you need anything more for this one. I will begin the Hydrafacial secret shop tomorrow. Thx

EMAIL DRAFT:
Hi Team,

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

We inputted a lead, commenced with text engagement & called the front desk inquiring about Emsculpt Neo. 

You contacted us once by phone and 3x by text after we input a lead. 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 help set up a plan for you to be contacting leads by a direct call 3x in the first week. 

We made a few attempts at reaching someone at the spa. We left voicemails on 8/12 and 8/16. When we called back on 8/16 the salesperson that answered our call was friendly and professional. There could have been a little more excitement around the spa, staff and treatment. She also did not answer pricing questions in a recommended way or request the callers contact information.  

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

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk
whitney.zelig@gmail.com, Medstar sent 2 client
Elizabeth Ruffa
Sydney Metz, Client Success Manager  Sydney  -Can you please delete this lead from clients system so I can begin doing another shop on them? Thx!
Sue Thompson
tsue36075@gmail.com
4043836548
Sydney Metz, Client Success Manager  DONE! :)
Elizabeth Ruffa
Began hydrafacial secret shop 8/17
Elizabeth Ruffa
Hi whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com here is the secret shop + email draft for Hydrafacial. Please let me know if there is anything more you need from me for this one. Thx!

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 Hydrafacial.  
Here is the recorded call: 
 
We received 2 calls and 3 texts from you. 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 by direct call and texts. 
 
The salesperson that answered our call was friendly and knowledgeable. However, there could have been a little more excitement built around the treatment, spa, and staff. She also did not ask the caller for their contact information. We recommend requesting this info at the beginning of a call. 
 
We highly recommend that you schedule a Front Desk Training. Please schedule a call here: http://calendly.com/Vania-medstar/front-desk
whitney.zelig@gmail.com, Medstar sent
Ivonne Ackerman, Medstar thank u!
Elizabeth Ruffa
Ivonne Ackerman, Medstar Ivonne  
whitney.zelig@gmail.com, Medstar
whitney.zelig@gmail.com completed this to-do.