Hi Jessica - here is the secret shop report and email draft. 

EMAIL DRAFT:
Hi Team,

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

We input a lead, commenced text engagement & called the front desk inquiring about CoolSculpting. 

Here is the recorded call: https://drive.google.com/file/d/1IqkXy7HBNpfeIaYKD_oPw9ZV1iuhx4AA/view?usp=share_link 

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

The salesperson who initially answered the call put the caller on hold and transferred the call to a treatment consultant. It is vital that anyone who answers the phone in your office knows all about the treatments you offer. If they have to rely on a third party (such as in this situation), it requires them to put the caller on hold, which is not only not an ideal experience but will definitely cause the caller to look elsewhere for the service.

The treatment consultant was friendly, professional, and knowledgeable. However, we recommend that when quoting the cost of the treatment, you quote the lowest priced applicator and then mention that an accurate price will be given when they come in to be assessed during their complimentary consultation.

If you have any questions or wish to discuss please let us know. 

You may also schedule a call here: http://calendly.com/Vania-medstar/front-desk

Jessica  can you send this to John Keramis please and thanks?

Jessica  was this one sent? Can I close it out? Ty