Hi Jessica - here is the secret shop report and email draft. Please let me know if there is anything more you need from me on this one. Thx

EMAIL DRAFT:
Hi Team,

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

We input a lead, commenced with text engagement & placed a recorded call to the front desk to inquire about Emsculpt Neo. 

We received 3 texts and a welcome email from you. However we did not receive any phone calls from you. 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.

Unfortunately it was a little difficult to reach anyone at the spa. We called and left voicemails on 2/7/23 and 2/9/23 (and never received a returned call). It is vital that you answer all incoming calls from prospective leads. If they have to rely on leaving a voicemail, such as in this situation it will definitely cause the caller to look elsewhere for the service. 

On 2/13/23 the salesperson who answered our call was unable to answer any of the caller's questions. She stated that a body sculpting tech could call us back to answer our questions. It is vital that anyone that answers the phone in your office knows all about the treatments you offer. This is not only not the ideal experience, but will definitely cause the caller to look elsewhere for the service. 

 

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

*Note: A body sculpting tech did place a call to us as the salesperson said.