Hi Vania , here is Sugar & Hive's secret shop. They didn't do so well.... Let me know if theres anything more I can do. 

EMAIL DRAFT:
Hi Team,

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

We inputted a lead, initiated text engagement and called the front desk inquiring about Emsculpt Neo. 

Here is the call recording https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/REf120e981612b62b5018d3659410e7c7d 

We submitted a lead and only received two text messages 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 to maximize your ability to convert leads into consults. Also there was no response when we replied to your texts. Text engagement is a great way to build a connection with a lead and assist in converting them to a potential client.

The salesperson that answered our recorded call was friendly but not knowledgeable. She did not build excitement around the spa or the treatment, request our contact information or answer pricing questions in a recommended way. 

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 

SECRET SHOPPER Report - Sugar & Hive.pdf 108 KB • Download