Hi Vania - has this one been submitted? May I close this to do out? Thanks

Elizabeth no because I was waiting for their complaint about a text blast to blow over first. I was about to send it out today but I noticed that there is an error in the texts received portion. They have auto texts and they are going out. Is this another one that was maybe ruined by the issues we were having the last two weeks?

Vania  I don't believe this should have triggered anything because I never did a secret shop on them before? Why don't I submit a new lead using the high level # and one of the identity's I created just to be sure? 

Elizabeth thanks so much! I would super appreciate it you could. So this can be very accurate. The dr. always picks up on small details and inconsistencies lol He's very smart. 

Vania  Perfect! Submitting today

Hi Vania ,
I just got off the phone with Hawaii Aesthetics but before I type up and submit the report I wanted to ask your opinion.... The salesperson that answered the phone was very new so she was unable to answer any questions she took my # to call me back when someone else was there with her to assist. Should I wait till I get the call back to truly have a secret shop done and just add the bit about the new salesperson in the email as well? Or just submit it as is from this call today? Thanks!

Elizabeth have you gotten a call back yet?

Vania  thoughts?

Sydney  Yes, I did have 1 missed call from them (no voicemail)

Sydney Vania  Please let me know if you would like me to return their call. They only called me back one time?

Elizabeth  please return the call, but just be sure to note they only called once. 

Hi Sydney and Vania here is the secret shop report and email draft. Please let me know if there is anything else you need from me. Thanks!

EMAIL DRAFT:
Hi Team,

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

We inputted a lead & called the front desk inquiring about CoolSculpting. 

Here is the call recording https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE4af59abff0797467a8e324cd939306f5  

I submitted a lead and did not receive any phone calls from you and only one text. 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 as well as automatic texts. 

The salesperson that answered our recorded call was friendly and shared personal experience which was great! However, she stated she couldn’t answer some of the questions because she was not certified in Coolsculpting. She was unable to explain what happened to the fat cells once frozen.

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 

Hawaii Aesthetics SECRET SHOPPER Report - 2.pdf 107 KB • Download