Hi Vania & Ivonne - just following up on this secret shop to see if it was submitted so I can close this to do? Let me know if you need anything from me. Thanks

Vania  May I close out this task? Has it been submitted? Thanks!!

Elizabeth  actually yes and no. We are keeping the first part of the shop. But redoing the recorded call. Now it is "calls". I will touch base with Ivonne then get back to you. 

Vania  okay we'll keep this one open for now then... 

Elizabeth let me know when you have time for a quick phone call tomorrow 314.808.7956 and I'll explain the new part of the recorded calls. I'm copying it below as well. 

Basically, it would be three recorded calls. Primarily with the focus on CoolSculpting but then one quick question about Ultherapy. Like, "oh and I saw that you also have Ultherapy can you just give me some quick info about that too?"

The client is trying to get each of these employees on a secret shop recorded call. 

-Mindy: Monday is the best day to get Mindy on a call. Service to ask about-CoolSculpting/Ultherapy

-Ashley: Best day to get Ashley on the phone is Tuesday 10am-4pm (their time). CoolSculpting/Ultherapy 

-Andrea: Best day to get Andrea on the phone is Wednesday, 11:30am-6pm (their time), CoolSculpting/Ultherapy 

Sorry Vania ! I should’ve let you know that I already forwarded your email to Elizabeth and we talked about it. Anyway, we’re taking care of it!

Elizabeth  how are we doing with this one?

Sydney  I have to redo the calls, I did 2/3 of them but neglected to ask about Ultherapy at the end. I should have it re-done this week. Please note: I was never able to get Andrea on the phone, maybe this time around I will? 

Hi Sydney Vania ,
Here is the secret shop recorded call report and email draft. This one is specifically on Ashley. I've been having trouble getting the other two on the phone but will continue to try daily. Thanks!

EMAIL DRAFT:
Hi Team,

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

We called the front desk and spoke to Ashley inquiring about CoolSculpting.

Here is the call recording: https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE7710abea7de47ccdbbece1227117358c 

Ashley was friendly and knowledgeable. She built excitement around the treatment by mentioning what she sees and hears other clients saying. Great job! However, Ashley did not ask for our contact information or inform us about promotions or financing.  

When I briefly asked Ashley about Ultherapy she wasn’t able to provide me with much information other than it is a skin tightening treatment. 

We recommend that you schedule a Front Desk Training so we can review strategic ways to convert leads into clients. This will help the overall customer acquisition of your business!

Schedule a time here:

http://calendly.com/Vania-medstar/front-desk 

Docere SECRET SHOPPER Recorded Call Report-Ashley.pdf 87.1 KB • Download

Thanks! I'll wait to send them all together. 

Hi Vania ,
Here is another one of Docker's secret shop recorded calls. This one is on Andrea. I'm hoping I can get Mindy on the phone next. Let me know if you need anything more from me.

EMAIL DRAFT:

Hi Team,

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

We called the front desk and spoke to Andrea inquiring about CoolSculpting.

Here is the call recording: https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/REc6712cba2956f97cebeae015d9dab8fd 

Andrea was friendly and knowledgeable. She answered pricing questions in a recommended way. This is great! However when she mentioned that there were promotions going on she did not specify what they were or ask for our contact information.

When I briefly asked Andrea about Ultherapy she was able to give me a brief overview of what the treatment was and offered to send me more information. 

We recommend that you schedule a Front Desk Training so we can review strategic ways to convert leads into clients. This will help the overall customer acquisition of your business!

Schedule a time here:

http://calendly.com/Vania-medstar/front-desk 

Elizabeth  just Mindy if you can. Please and thanks so much!

Hi Vania , here is the report on Mindy. Unfortunately I really didn't get to talk to her because as soon as I asked about Coolsculpting she transferred me over to Kim a Coolsculpting tech...
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 called the front desk inquiring about CoolSculpting. 

Here is the call recording: https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE5a72ce7092df02f8963dab7ce13175f6  

Mindy was the salesperson that answered our call, she was friendly but immediately transferred our call over to the technician when we inquired about Coolsculpting.  

Kim the technician was great!

We recommend that you schedule a Front Desk Training so we can review strategic ways for the frontdesk staff to answer leads questions. This will help the overall customer acquisition of your business!

Schedule a time here:

http://calendly.com/Vania-medstar/front-desk 

Docere SECRET SHOPPER Recorded Call Report-Mindy.pdf 86.1 KB • Download

Thats ok! We really really did try out best here. I will put together and send to client in the morning. 

Vania  should I close this out?

oh yes, sorry! But I'm still missing the form for Andrea. Can you drop it here?

Sorry! Vania here is the secret shop on Andrea. Let me know if you need anything else from me.

EMAIL DRAFT:
Hi Team,

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

We called the front desk and spoke to Andrea inquiring about CoolSculpting.

Here is the call recording: https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/REc6712cba2956f97cebeae015d9dab8fd 

Andrea was friendly and knowledgeable. She answered pricing questions in a recommended way. This is great! However when she mentioned that there were promotions going on she did not specify what they were or ask for our contact information.

When I briefly asked Andrea about Ultherapy she was able to give me a brief overview of what the treatment was and offered to send me more information. 

We recommend that you schedule a Front Desk Training so we can review strategic ways to convert leads into clients. This will help the overall customer acquisition of your business!

Schedule a time here:

http://calendly.com/Vania-medstar/front-desk

Docere SECRET SHOPPER Recorded Call Report-Andrea.pdf 86.7 KB • Download