Here is the secret shop report and email draft. Please let me know if you need anything else from me. 

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 CoolSculpting. 

Here is the call recording https://api.twilio.com/2010-04-01/Accounts/AC085d68ab04bf58756b2be37a6666c8c8/Recordings/REafd8b86006d2bb1ce2ab4cffc86543c2

We submitted a lead and only received one 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 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. There was also a delayed response to our text engagement. Interacting with a lead via text is a great way to build a connection with a lead. 

The salesperson that answered our recorded call was friendly and knowledgeable. She built excitement around the spa, treatment, and the staff. However she did not ask for our contact information. There also could have been a little more said regarding promotions/financing. . 

We 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 - Thinsculpting.pdf 107 KB • Download