Beginning today

Ivonne Brittany just an update I called today to do their recorded call and got a voicemail. This is the number I called (973) 358-0850 

Elizabeth  thanks! Please jot down in the report and try again tomorrow (twice tomorrow). Thanks! 

Hi Brittany Ivonne --- today I got through to these guys and I'm not to comfortable with submitting the call. She was asking me what number I called, how I got the number and I'm not sure if she figured out who I was.... I got the number I called from the website (pic below)

Screenshot 2023-03-30 at 7.44.43 PM.png 1.07 MB • Download

But she said that the number I called wasn't the office number and gave me this number 973-333-2977 instead. Would you like to hear the call and decide if it's okay to use/submit or should I just redo the call with the number she gave me? 

Brittany   Can u hear the call? If u call the number thats on the site, where does it take u? 

Brittany https://drive.google.com/file/d/1DwFThvUhNB_aMcwos-DtzqEwPTO9wdUP/view?usp=share_link 

Ivonne Brittany  
Please note: When I input the lead I got text messages from two different numbers. One of them which was the above number that I called.

Elizabeth Thank you. I just called the number you used from the site and talked to Leena. That is her cell phone number. She got an office line. Please redo the secret shop using this number: 973-333-2977

Brittany  will do - first thing tomorrow morning. Thank u

Brittany Ivonne  

EMAIL DRAFT:
Hi Team,

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

We input a lead, commenced with text engagement & placed a recorded call to the front desk to inquire about CoolSculpting. 

We received 3 calls, 3 texts, and a welcome email from you. You also answered our questions via text engagement. This all follows our recommended follow-up protocol. Great job!

However, the recorded call could use some work. The salesperson who answered the call had basic knowledge about the treatment however she lacked a friendly and engaging tone. It is vital that anyone that answers the phone in your office leads the discussion with a personable approach to the treatment. This helps to establish a sense that the spa is a warm and welcoming place and that the treatment will be a positive experience.

 

We highly recommend that you schedule a Front Desk Training. 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 - Eternal Medspa.pdf 113 KB • Download

Brittany Ivonne - just making sure this was sent to the client, may I close out the task? TY

Elizabeth just so that you are able to gauge these calls. This was a terrible one! From the very beginning the salesperson did not even explain or get you excited about the possibility of less fat. 

When the issue is the personality/lack of excitement of the salespeople, for the recommended action we should have this (not schedule a front desk training):

Improve customer service during potential lead phone calls. It’s crucial to create excitement around the services and build personal connections with potential clients. The front desk staff should use a friendly and welcoming tone to greet potential clients and highlight the unique features and benefits of the service the caller is inquiring about. Using descriptive language to create excitement and help callers visualize the experience will increase their interest and enthusiasm.



The front desk training should be reserved when the issue on the recorded call is answering pricing questions or promotions. Or when the issue is that there were only 1 phone call or 1 text message or there was no text message interaction. 

This is how I adjusted the email draft:

We performed a secret shop. Please see the attached report.

We input a lead, commenced text engagement & placed a recorded call to the front desk inquiring about CoolSculpting. 

We received 3 calls, 3 texts, and a welcome email from you. You also answered our questions via text engagement. This all follows our recommended follow-up protocol. Great job!

However, the recorded call could use some work. We really recommend that you listen to this call and make the necessary adjustments to ensure an exciting and informative customer service experience via the phone. The salesperson who answered the call had basic knowledge about the treatment; but lacked a friendly and engaging tone. We recommend that anyone who answers the phone leads the call with a personable approach to the treatment. This helps establish a sense that the spa is warm and welcoming and that the treatment will be a positive experience.

Please let me know if you have any questions. 

Hi Ivonne - thanks! I made a copy of this to save to the secret shop templates/files for future reference.

https://docs.google.com/document/d/1K-Y5_1wcjv36ZzAL_B0iuaDOze4UOARTNKkW_0GdxFo/edit?usp=sharing