Hi Ivonne , I inputted this lead tonight. 

Hi whitney.zelig@gmail.com Ivonne , 

Here is the Secret Shop Report, 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 and called the front desk inquiring about Emsculpt. 

Here is the call recording:https://watch.screencastify.com/v/QhSgJcGtnILYAADxGjX2 

We only received 1 phone call from you and no text messages. 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. If leads are not called or communicated via text potential patients will look into another spa. 

We would love to set up automatic texts for you to maximize your ability to convert leads into consults. 

When we initiated our recorded call the salesperson that answered was great!

There was no follow up after the scheduled consultation was “missed”. It is vital to follow up with missed appointments since these are the people closest to becoming patients.

We recommend that you schedule a Front Desk Training. 

Schedule a time here:

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

wait- automatic texts SHOULD be set up Vania  can you look into this? 

whitney.zelig@gmail.com  most likely they are not. He started with us before we set them up for everyone (or I should say strongly encouraged). Let me look into it though. If he doesn't have them first we have to train his team really quickly on how they work and using the opportunities tab to manage them.

whitney.zelig@gmail.com  so he doesnt....want to ask him if he wants these set up and his team trained when you said the shop over to him?

the first auto text? it should be set up, no ? Vania  

whitney.zelig@gmail.com  sorry for the delay on this response. The 27th was the day I was sickest with covid and I'm catching up. Yes, the first auto text is set up and thats all.

Vania and whitney.zelig@gmail.com  just checking up on these, should we reach out to client and ask?

we need to redo it because medstar has an auto text that goes out, as long as they aren't being entered twice in the system ( email phone or name) 

Elizabeth  let's redo this secret shop. 

Ivonne  - I input the lead today. Thanks

whitney.zelig@gmail.com Ivonne ,
Here is the secret shop report and email draft on Laser Doc. Please let me know if you need anymore more from me. 

EMAIL DRAFT:
Hi Team,

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

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

Here is the recorded call: 

https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE24c0ff442b86e60ef4c13b3c3737dfde 

I submitted a lead and only received 1 phone call 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 set up a plan for you to be contacting leads 3x in the first week. 

The salesperson who answered our call was friendly and knowledgeable, however she did not answer pricing in a recommended way and she could have built a little more excitement around the spa and the treatment. 

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 - Laser Doc MD 2.pdf 107 KB • Download

sent to client thx Elizabeth  

whitney.zelig@gmail.com  Thanks! I'll close this to do out

Hi Elizabeth I'm going over this secret shop, and this needed to have in the email, the fact that they stopped answering to the lead's questions. 

Please see my revised one below:

Also, is this the last one we've done for Laser Doc? Have you kept up with updating the sheet so we can check when we've done secret shops for clients? thank you!

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

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

Here is the recorded call: 

https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/RE24c0ff442b86e60ef4c13b3c3737dfde 

I submitted a lead and only received 1 phone call 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 did receive three text messages. However, when we replied to your texts to ask questions about the procedure, the text message interaction stopped. Answering text messages is vital to securing qualified leads. Qualified leads are potential patients that take the time to ask questions. They show a great deal of interest and urgency. By not receiving answers, the lead is encouraged to look elsewhere for the service.

The salesperson who answered our call was friendly and knowledgeable, however she did not answer pricing in a recommended way and she could have built a little more excitement around the spa and the treatment. 

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 

Hi Ivonne  - yes I see this definitely should have included something regarding that. This shop was done back in February- before you had designed the template. I will ensure all future shops always include this when necessary. Thanks :) 

Elizabeth  awesome thanks!