Brittany  I can do 2 at a time? Using my 8x8 number and my own personal cell.. then we can delete and do the next two? Does that work

Elizabeth  yes, thank you! 

Brittany Ivonne - I'll begin with these 2, please verify the info is not in the database so I can input. Thx :)

Rose Gambucci (209) 560-8802
https://www.skinneymedspa.com/coolsculpting-miami/

Jamie Jones 570 730 1982 
https://www.skinneymedspa.com/coolsculpting-houston/

thanks Elizabeth !

Brittany  I've cc'd you in my email to Isaac so you can be in the lookout when he confirms and you can let Elizabeth know it's safe to start the shops. 

Elizabeth Isaac says that these two names and numbers are good to go

Rose Gambucci (209) 560-8802
https://www.skinneymedspa.com/coolsculpting-miami/

Jamie Jones 570 730 1982
https://www.skinneymedspa.com/coolsculpting-houston/

Elizabeth for Skinney, would you be able to try to set up a virtual consultation via text at all of their locations? 

Ivonne  - yes, am I then going to miss the virtual consultation or do you want me to follow through and shop that as well?

Elizabeth  it would be great if you can show up on camera with them and record it. Let me know if you need help on this. Thank u!

Ivonne  sounds good :) 

Ivonne Brittany  
Here is the secret shop report/email draft for Miami. 

EMAIL DRAFT:
Hi Team,

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

We input a lead, commenced with text engagement, called the front desk, and attended a Virtual Consultation inquiring about CoolSculpting. 

Here is the recorded call: 

https://watch.screencastify.com/v/W1GSiSNMVZQilscRyEB4 

Here is the Virtual Consultation:

https://watch.screencastify.com/v/JN3WgdMgj9u113eG9liD 

You contacted us 3x by phone, 3x by text and sent an email after we input a lead. Excellent work! 

The salesperson that answered our call was friendly and knowledgeable but there could have been a little more excitement built around the spa, staff and treatment. It is also recommended to introduce yourself at the beginning of the call. This all helps to establish a sense that the spa is a warm and welcoming place and that the procedure will be a positive experience.

During our Virtual Consultation Dasha was informative, professional and friendly. She led the conversation and provided detailed information about the treatment. This is great! 

 

If you have any questions please let us know. Or if you would like to schedule a front desk training you can do so here: http://calendly.com/Vania-medstar/front-desk

Ivonne Brittany  - I have Houston done as well, I just want to confirm if you can check on Skinney's end how many times you see that they called me? I only show one time- and I want to be 100% before submitting. Leads name was Jamie Jones #5707301982. Thanks

Ivonne  just tagging you again- to follow up on this so I can complete/submit report

Ivonne Brittany - Here is Houston's shop

EMAIL DRAFT:
Hi Team,

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

We input a lead, commenced with text engagement, called the front desk, and attended a Virtual Consultation inquiring about CoolSculpting. 

Here is the recorded call: 

https://drive.google.com/file/d/1UuS9fPRQSp31To_t9-yn8zYpUIEu1P94/view?usp=share_link 

Here is the Virtual Consultation:

https://watch.screencastify.com/v/jbkl6iXRwQmRnjOEu4eY 

You contacted us 2x by phone, 3x by text and sent an email after we input a lead. We would love to help set up a plan for you to be contacting leads 3x in the first week with a direct phone call. 

The salesperson that answered our call was friendly and knowledgeable but there could have been more excitement built around the spa, staff and treatment. It is also essential to establish rapport by introducing yourself by name and asking for the lead’s name and contact information at the beginning of the conversation. As well as mentioning any special pricing and financing available.

Our Virtual Consultation was a great experience. Christi was so personable it gave us the instant feeling of security during our meeting. However, she was based out of New York and this consultation was scheduled via the Houston scheduling block. 

Christi went into great detail about the treatment, what the procedure would be like during and after and shared personal experience. The consultation answered all of the leads questions and truly had her ready to schedule the treatment. Fantastic work!

 

If you have any questions please let us know. Or if you would like to schedule a front desk training you can do so here: http://calendly.com/Vania-medstar/front-desk

Skinney medspa- Houston.pdf 110 KB • Download

Brittany Ivonne   can you please confirm these two leads have been deleted so I can begin the next two? I'll be using the same phone numbers but different names- is this ok? Thank you

Elizabeth leads have been deleted. I've sent these. Thanks! 

Ivonne Brittany - I began the next two (NYC Flatiron 19th and 5th Ave & NYC W 57th St) on 3/13/23.  

Hi Ivonne Brittany  
Please see the email draft / secret shop report for NYC Flatiron 19th and 5th Ave

EMAIL DRAFT:
Hi Team,

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

We input a lead, commenced with text engagement, called the front desk, and scheduled a Virtual Consultation inquiring about Botox. 

Here is the recorded call: 

https://drive.google.com/file/d/1lUgR6L0g9Tm4TVYCFW0k2jpwQ6G7VVwd/view?usp=sharing 

You contacted us 3x by phone, 3x by text, sent a welcoming email, and replied to our texts. This all follows our follow-up protocol. Great job!

The salesperson that answered our call was friendly and knowledgeable but there could have been more excitement built around the spa, staff, and treatment. It is also essential to mention any special pricing and financing available. This creates a sense of urgency by mentioning a current sale

Unfortunately, we did not have our virtual zoom consultation, which was scheduled for 3/22/23 at 11 am. There was no communication from you until we texted you at 11:15 am when we were then informed that there was a mix-up with our appointment. When we asked to reschedule we were offered to discuss over the phone or via facetime. 

   

It is critical that when scheduling any consultation you keep the scheduled appointment time. Not showing up or having to reschedule the appointment will cause the lead to go somewhere else. 

If you have any questions please let us know. Or if you would like to schedule a front desk training you can do so here: http://calendly.com/Vania-medstar/front-desk

SECRET SHOPPER Report - Skinney NYC Flatiron 19th and 5th Ave.pdf 102 KB • Download

Hi Brittany Ivonne - here is the secret shop report and email draft on NYC Saks 49 and 5th. Please let me know if you need anything else from me on this one. Thank you!

EMAIL DRAFT:
Hi Team,

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

We input a lead, commenced with text engagement, called the front desk, and attended a Virtual Consultation inquiring about Emscupt Neo. 

Here is the recorded call: 

https://drive.google.com/file/d/16EAsigyNcZd_6FyOT3PZtEGpDatRUzkI/view?usp=share_link 

Here is the Virtual Consultation:

https://watch.screencastify.com/v/JrC09sK2kv4qPkKxNlaF 

You contacted us 3x by phone, 3x by text, and you sent a welcoming email after we input the lead. You also replied to all of our questions via text engagement. This all follows our follow-up protocol. Great job! 

The salesperson that answered our call was friendly, knowledgeable, and professional. She built a connection with the caller by sharing her personal experience and discussing financing options. However, we do recommend introducing yourself by name and asking for the lead’s name and contact information at the beginning of the conversation. This also helps to build a rapport with the lead.

Our Virtual Consultation was with Mary, she was knowledgeable and answered all of our questions about Emsculpt Neo. However, there could have been a little more excitement built around the treatment, spa, and staff. 

 

If you have any questions please let us know. Or if you would like to schedule a front desk training you can do so here: http://calendly.com/Vania-medstar/front-desk

Ivonne  Can we schedule a meeting to go over the secret shop process for after Elizabeth is done so I can help with these more?

Brittany  this one for Skinney is a mess, I wouldn't worry about it. But for all others,  please add this to our "go over with Ivonne" list. Thank u so much for asking!

Hi Ivonne Brittany - here is the final secret shop report for NYC W 57th St. 

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

 

We input a lead & called the front desk inquiring about Hydrafacial.

  

Here is the recorded call: 

https://drive.google.com/file/d/1DeSF6hXoj3mg2DbA76SYTPZhMvCp08kK/view?usp=share_link 

 

We received 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 patient. The email and text automation both need work as we did not receive a welcoming email from you or any text messages. We are having our Head of Development look into this. 

 

We would love to help set up a plan for you to be contacting leads 3x in the first week with a direct phone call. 

 

The salesperson that answered our call was friendly, knowledgeable, and professional. She built excitement around the treatment and shared personal experiences. This is great! However, she did not request the caller's contact information or introduce herself which we recommend doing at the beginning of the call. 

 

We highly recommend that you schedule a Front Desk Training. Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

SECRET SHOPPER Report - Skinney NYC W 57th St.pdf 115 KB • Download

Hi Elizabeth can you please adjust the PDF attachments so that we delete any mention of scheduling a call with Vania and can you please redrop them?

Also, please write the client name as: SKINNEY Medspa + Wellness

Can you also adjust the summary of all of the pdfs to go from the below to the one in red. (unique case, this is not how we typically word them). We want to just provide facts. Please provide me with edit access to all. 

We received 3 phone calls, 3 texts and a welcome email from you. This is excellent! 

The salesperson that answered our call was friendly, knowledgeable and professional. However there could have been more excitement built around the spa, treatment, and staff as well as introducing herself in the beginning of the call. 

Our Virtual Consultant was great! 

We received 3 phone calls, 3 texts and a welcome email from you. This is excellent! 

The salesperson that answered our the call was friendly, knowledgeable and professional. However there could have been more excitement built around the spa, treatment, and staff, as well as introducing herself at the beginning of the call. 

The Virtual Consultant was great! 

Thank you for working on this! I don't see any mention of the issues we had with Salesforce? What I asked via email to be included? For which location was this at?

Ivonne Brittany   - here are the updates requested with the new PDFs dropped as well.

---

Here is MIAMI:

EMAIL DRAFT:
Hi Team,

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

We input a lead, commenced with text engagement, called the front desk, and attended a Virtual Consultation inquiring about CoolSculpting. 

Here is the recorded call: 

https://watch.screencastify.com/v/W1GSiSNMVZQilscRyEB4 

Here is the Virtual Consultation:

https://watch.screencastify.com/v/JN3WgdMgj9u113eG9liD 

You contacted us 3x by phone, 3x by text, and sent an email after we input a lead. 

The salesperson that answered our call was friendly and knowledgeable but there could have been a little more excitement built around the spa, staff, and treatment. It is also recommended to introduce yourself at the beginning of the call. This all helps to establish a sense that the spa is a warm and welcoming place and that the procedure will be a positive experience.

During our Virtual Consultation, Dasha was informative, professional, and friendly. She led the conversation and provided detailed information about the treatment. 

 

If you have any questions please let us know.

SKINNEY Medspa + Wellness.pdf 110 KB • Download

---

Here is HOUSTON

EMAIL DRAFT:
Hi Team,

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

We input a lead, commenced with text engagement, called the front desk, and attended a Virtual Consultation inquiring about CoolSculpting. 

Here is the recorded call: 

https://drive.google.com/file/d/1UuS9fPRQSp31To_t9-yn8zYpUIEu1P94/view?usp=share_link 

Here is the Virtual Consultation:

https://watch.screencastify.com/v/jbkl6iXRwQmRnjOEu4eY 

You contacted us 2x by phone, 3x by text, and sent an email after we input a lead. We would love to help set up a plan for you to be contacting leads 3x in the first week with a direct phone call. 

The salesperson that answered our call was friendly and knowledgeable but there could have been more excitement built around the spa, staff, and treatment. It is also essential to establish rapport by introducing yourself by name and asking for the lead’s name and contact information at the beginning of the conversation. As well as mentioning any special pricing and financing available.

Our Virtual Consultation was a great experience. Christi was so personable it gave us an instant feeling of security during our meeting. However, she was based out of New York and this consultation was scheduled via the Houston scheduling block. 

Christi went into great detail about the treatment, and what the procedure would be like during and after and shared personal experience. The consultation answered all of the lead's questions and truly had her ready to schedule the treatment. 

 

If you have any questions please let us know.

SKINNEY Medspa + Wellness (1).pdf 114 KB • Download

---

Here is NYC Flatiron 19th and 5th Ave

EMAIL DRAFT:
Hi Team,

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

We input a lead, commenced with text engagement, called the front desk, and scheduled a Virtual Consultation inquiring about Botox. 

Here is the recorded call: 

https://drive.google.com/file/d/1lUgR6L0g9Tm4TVYCFW0k2jpwQ6G7VVwd/view?usp=sharing 

You contacted us 3x by phone, 3x by text, sent a welcoming email, and replied to our texts. This all follows our follow-up protocol. 

The salesperson that answered our call was friendly and knowledgeable but there could have been more excitement built around the spa, staff, and treatment. It is also essential to mention any special pricing and financing available. This creates a sense of urgency by mentioning a current sale

Unfortunately, we did not have our virtual zoom consultation, which was scheduled for 3/22/23 at 11 am. There was no communication from you until we texted you at 11:15 am when we were then informed that there was a mix-up with our appointment. When we asked to reschedule we were offered to discuss over the phone or via facetime. 

   

It is critical that when scheduling any consultation you keep the scheduled appointment time. Not showing up or having to reschedule the appointment will cause the lead to go somewhere else. 

If you have any questions please let us know.

SKINNEY Medspa + Wellness (2).pdf 106 KB • Download

---

Here is NYC Saks 49th and 5th:

EMAIL DRAFT:
Hi Team,

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

We input a lead, commenced with text engagement, called the front desk, and attended a Virtual Consultation inquiring about Emscupt Neo. 

Here is the recorded call: 

https://drive.google.com/file/d/16EAsigyNcZd_6FyOT3PZtEGpDatRUzkI/view?usp=share_link 

Here is the Virtual Consultation:

https://watch.screencastify.com/v/JrC09sK2kv4qPkKxNlaF 

You contacted us 3x by phone, 3x by text, and you sent a welcoming email after we input the lead. You also replied to all of our questions via text engagement. This all follows our follow-up protocol. 

The salesperson that answered our call was friendly, knowledgeable, and professional. She built a connection with the caller by sharing her personal experience and discussing financing options. However, we do recommend introducing yourself by name and asking for the lead’s name and contact information at the beginning of the conversation. This also helps to build a rapport with the lead.

Our Virtual Consultation was with Mary, she was knowledgeable and answered all of our questions about Emsculpt Neo. However, there could have been a little more excitement built around the treatment, spa, and staff. 

 

If you have any questions please let us know.

SKINNEY Medspa + Wellness (3).pdf 114 KB • Download

---

Here is NYC W 57th St: 

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

 

We input a lead & called the front desk inquiring about Hydrafacial.

  

Here is the recorded call: 

https://drive.google.com/file/d/1DeSF6hXoj3mg2DbA76SYTPZhMvCp08kK/view?usp=share_link 

 

We received 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 patient. The email and text automation both need work as we did not receive a welcoming email from you or any text messages. We are having our Head of Development look into this. 

 

We would love to help set up a plan for you to be contacting leads 3x in the first week with a direct phone call. 

 

The salesperson that answered our call was friendly, knowledgeable, and professional. She built excitement around the treatment and shared personal experiences. However, she did not request the caller's contact information or introduce herself which we recommend doing at the beginning of the call. 

 

If you have any questions please let us know.

SKINNEY Medspa + Wellness (4).pdf 114 KB • Download

Elizabeth I don't see SKINNEY capitalized in these. I'm confused because I don't see the edits in the practice name. I wanted to change them all to SKINNEY Medspa + Wellness. I was going to make the edits myself, but I was not given editor access. Can you please review what I asked above. Thanks!  

Hi Ivonne  all changes have been made. Sorry about the practice name. I also made sure you have editor access. (but I believe everything is corrected) Thank you

Hi Elizabeth  thank you for all of your help on this big secret shop! This has been sent to the client. Just a note for future shops, please don't forget to include important details like the "We're looking into this. Isaac is on top of it." Or any other time when we ask you to include things in the report. Excellent job on all of the calls and zooms! 

Ivonne here is the secret shop report that was redone on NYC Flatiron 19th and 5th Ave.

SKINNEY Medspa + Wellness (5).pdf 101 KB • Download

Ivonne The redo on NYC W 57th St will be completed today and I'll have that report over to you by lunch. 

Ivonne - here is the redo of the NYC W 57th St shop. We are completed now.

SKINNEY Medspa + Wellness (7).pdf 93 KB • Download

Hi Ivonne  just making sure you saw this last report - thanks

Elizabeth  great thank you!!