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Secret Shopper - phasing out of this project, task out in own client folder

Isaac Klausnser, MedstarHector Mota, Operations Manager at MedstarVania J, MedstarAlyssa Workman, MedstarIvonne Ackerman, MedstarElizabeth RuffaBrittany Redding, Digital Marketing Manager at MedstarJudi Vallano, MedstarIvy Santiago, Creative Project Manager at Medstar
From the list: Secret Shops

✔ Numa Spa

Elizabeth R. added this on
Completed by Sydney M.
Assigned to
Sydney Metz, Client Success Manager Sydney M.
Notes
Hi
Here is the secret shop report and email draft on Numa Spa. Please let me know if you need anything else 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.

We submitted a lead and did not receive any phone calls from you. Contacting a lead by a direct phone call is 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. 

The salesperson that answered our call was very professional but did not feel comfortable answering any of our questions. She said that speaking with the techs would be more beneficial to us and suggested that we schedule a 30 min consultation to get our questions answered. She did build excitement around the staff and the spa and quoted us the lowest price per treatment. 

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 

Comments & Events

Vania J, Medstar Vania J
Sydney Metz, Client Success Manager Sydney  feel free to give them your booking link if they want to follow up since they're your client. Thanks!
Notified 2 people
Elizabeth Ruffa Elizabeth Ruffa
Sydney Metz, Client Success Manager Sydney  was this already submitted to the client? I entered the wrong phone number which is why we did not receive any text messages. I'm hoping it's not too late and I can re-do this secret shop?
Notified 2 people
Sydney Metz, Client Success Manager Sydney Metz, Client Success Manager
Elizabeth Ruffa Elizabeth  I have not done it yet! I will hold off if you want to redo it!
Elizabeth Ruffa Yes please
Notified 2 people
Elizabeth Ruffa Elizabeth Ruffa
Hi Sydney Metz, Client Success Manager Sydney  
Here is the "re-done" secret shopper report and email draft. 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, & called the front desk inquiring about Coolsculpting…

We did not receive a welcome email from you, and only received 2 phone calls. We highly recommend contacting the lead by phone 3x in the first week. We would love to set up a plan for you to  be contacting  leads 3x in the first week  for you to maximize your ability to convert leads into consults.

The salesperson that answered our call was friendly and knowledgeable. She stated she was unsure if there were any promotions  going on right now but did quote the lowest price point. There could have  been a little more excitement built around the treatment, staff, and spa as well as requesting our contact information in the beginning  of the call. 

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 
Notified 2 people
Sydney Metz, Client Success Manager
Sydney Metz completed this to-do.