Sydney I have updated the master sheet. Please let me know when you have deleted the previous secret shop from their account so I can begin the new shop. Thx!
https://docs.google.com/spreadsheets/d/1MUcLqpr8St3JLBotNR6PMB174yusTRZUM8QSyY0PDx4/edit?usp=sharing

Elizabeth  Done!

Elizabeth  have you started these? 

Ivonne  -Yes the Emsculpt secret shop is in process, text engagement is due to commence on 7/27.

Ivonne  - I haven't received any texts??

Vania we have not received any texts can you please check the backend.
Elizabeth  please provide the name and date of the lead entered. Thanks!

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  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.

whitney.zelig@gmail.com  please see above. :(

Thanks Elizabeth  can you let us know what dates and times you were calling? 

Hi whitney.zelig@gmail.com  
8/12 at 9:38am, 12:30pm    8/16 at 12:38pm 

Hi 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. 

Here is the recorded call: https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE1f63de812b0e3265d511139acdf110e7 

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

SECRET SHOPPER Report - Bare Bunny .pdf 109 KB • Download

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

Began hydrafacial secret shop 8/17

Hi 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: 

https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE1ddfd17ba2aaef61d24a9ad90a3ed51f 

 

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

Bare Bunny 2 Secret Shop Report.pdf 111 KB • Download

Ivonne