www.tmbmedical.com

Thanks Ivonne ! 
I inputted this lead today (5pm EST). 

Hi Ivonne & Vania , 
Here is the secret shop report and email draft on TMB. Please note this client stated that only the nurse could answer questions regarding treatment and would have to call me back on the first call, to which there was no return phone call. I called back a few days later and the medical assistant that answered the phone was able to answer my questions. 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 & placed a recorded call to the front desk inquiring about Emsculpt Neo.. 

Here is the call recording: https://watch.screencastify.com/v/2Ynv141MOA34hoJKAMdH 

We did not receive any phone calls or texts from you. We would love to help set up automatic texts and a process for you to be contacting leads 3 times within the first week to maximize your ability to convert leads into consults. 

A recorded call was placed on 1/21/22, after being put on hold for 5 minutes the salesperson that answered the phone instructed us that the nurse was the only one that could answer any questions regarding the treatment, and that I would be called back when they were done with a client. There was no return phone call made. Another recorded call was placed on 1/25/22, the medical assistant that answered the phone was friendly and knowledgeable, however she did not encourage scheduling a consultation. 

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 - TMB Medical.pdf 106 KB • Download

Vania , we might have to check TMB because we received zero text messages or phone calls. Also, once Elizabeth called, they told her they would have to call back and they didn't.  And they left her on hold for 5 minutes. 

Ivonne  oh boy. This is the one that had so much trouble with the training and I reached out to them already to retrain but they won't reply to me. They haven't been doing any of the processes correctly. They were moving people into DND when they didn't reply even though I and Whitney have both told them not to. I'm going to have to call and get someone on the phone about this. It's getting silly.

Hi Vania , do you have an update on the status of this? Just looking to see if I can close this to do or if there is something more I can do? Thanks

Vania  should I get Chris to give them a call. It sounds bad. 

Ivonne No. I wouldn't. Whitney spoke with them about this last month I think. And in the last two weeks their communication has improved. They aren't getting very many leads though, very few actually. I think I'd wait. 
Also they do have automatic texts set up and they are going out. I think when this shop was done we were having issues with our system setup. Because I don't even see Elizabeth's lead in the system at all. So I think the form fill portion was an error on our part. If anything, I'd repeat the shop in a few weeks-with a new name, email, and phone. 

Vania Ivonne  
I'm going to move forward with redoing this secret shop. Thanks

Elizabeth when this is done, can you re-assign the task to me? 

Sydney  Yes of course. Do they not have a popup or gravity form for a lead to input their phone number on? I filled out the form I found on their website but it did not ask for my phone number which will lead to no calls/no texts? 

Hi Sydney  just checking if you got my above message?

Elizabeth I see a pop-up

image.png 230 KB • Download

Try to open this in an incognito window.

https://tmb.beautysculpt.net/
 

Sydney is this the wrong website?
http://tmbmedical.com/emsculptathens/  

Elizabeth that's their main one, but we made them a micro site

Sydney   May I have the micro site so I can perform the secret shop?

Elizabeth sorry I gave you the wrong website! Here you go: https://tmb.beautysculpt.net/

Ivonne  Thanks!

Ivonne  I keep getting this error message. Even in a private window

Screen Shot 2022-03-31 at 7.53.37 AM.png 169 KB • Download

Hi Elizabeth can you please try again in another browser and /or in incognito mode?

Thank you!

Ivonne I got it now, thanks

Hi whitney.zelig@gmail.com Ivonne Sydney  
Here is the secret shop report and email draft on TMB. Please let me know if you need anything else from me. Thanks!

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/RE89db1113b86c8c8e9d2b5dd479b59fab 

We submitted a lead and did not receive any phone calls 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 as well as automatic texts. 

There were 5 recorded call attempts made before being able to get in touch with someone. (4/12, 4/14, 4/22, 4/28, 4/29) The salesperson that answered our recorded call on 5/2 immediately transferred the call to Raegan. She was friendly and knowledgeable. However she did not answer pricing questions in a recommended way and she could have built a little more excitement around the spa, treatment, and the staff. 

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 - TMB Medical2.pdf 110 KB • Download

oo juicy thank you! will send to client