Hi Vania Ivonne , 
Here is the secret shop report and email draft for Key Laser Institute. Please let me know if you need anything more from me. Thanks!

EMAIL DRAFT: 
Hi Team,

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

We inputted a lead, commenced with text engagement and called the front desk inquiring about CoolSculpting. 

Here is the call recording https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE19b28ffdf89c9eeb7befb07582396c00 

We 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. When we responded to your text there was no reply. Text engagement is a great way to build a connection with a potential client. 

The salesperson that answered our recorded call was friendly, she told us she was new to the company and would do her best at answering our questions . She was unable to clearly explain the treatment process. She did quote the lowest price point but did not mention any promotions or financing. 

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 - Key Laser.pdf 109 KB • Download