Hi Vania  &  Ivonne , 
Here is the report and draft of the email. 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, commenced with text engagement & called the front desk inquiring about CoolSculpting. 

Here is the call recording:https://watch.screencastify.com/v/S0bhNWymjlmJh9F3nB2H  

The salesperson that answered our call was friendly and knowledgeable. Great job! 

However, we did not receive any phone calls from you. 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 process for you to be contacting leads 3 times within the first week to maximize your ability to convert leads into consults.

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk 

You followed up with a text message after the scheduled appointment was “missed”. Great job! We also recommend contacting a lead by phone to attempt to re-book these leads since they are an ideal category to retarget.