Hi - Here is the secret shop report and email draft. Please let me know if you need anything else from me. 

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 Dermal Fillers.. 

Here is the call recording https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/REfb7ea8874c357321c94aa5894f2c9b62 

We submitted a lead and did not receive any phone calls from you and only one text. There was also a sudden stop in getting a response when texting with you. Interacting with a lead via text is a great way to build a connection with a lead. Also 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 and automatic texts.

The salesperson that answered our recorded call was nice but lacked knowledge around the treatment. She did not answer pricing questions in a recommended way and had to put us on hold to ask the doctor one of our questions. 

We highly 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 - Cliffside Skin & Laser.pdf 107 KB • Download