Chris
Good morning.
I created that report on Sight of Beauty for you back on the 14th. (see it on this task) =
See how long it takes client to respond and how they follow up - Sight Of Beauty
However, Lisa listened to their calls the past day, so I am not sure if she has a report on what she heard in those calls or not. Lisa do you have a report for Chris on this?
I have the first part of my report ready. If Lisa has something to share, I can edit my report to include that as well. 
Here it is. 

Will send to you via email once Lisa responds or if you let me know to send it to you this way.
Thanks. 

Chris & whitney.zelig@gmail.com
Here is my combined report for this client.
Lisa  take a look. 
I am also sending it to you both via email so that you can send to client.
Please let me know if there is anything else.
Thanks.

Sight of Beauty - CallRail Audit & Secret Shopper Results – Jan 2nd to Jan 28th.docx 9.74 MB • Download

Sight of Beauty - CallRail Audit & Secret Shopper Results –  Jan 2nd to Jan 28th 

CallRail Audit Date range covering 26 calls from January 2nd to January 28th, 2020

Secret Shopper Leads Test Results: Needs Improvement & Adjustments.

Observations & Assessments on Calls:

·         Phone was answered promptly; only a few missed calls.

·         Business and staff name given out by agents during each call.

·         Agents at Sight of Beauty were able to set up about 9 appointments from potential leads calling. That amounts to 34% which is very good. The consultations set were for different services.

·         Sight of Beauty agents need to work on mentioning promotions a bit more to callers. In most of the calls, promotions on treatments were not mentioned until callers themselves inquired about it. 

·         An area which needs to be addressed is the way callers are placed on hold and for how long. One caller was placed on hold by an agent instantly without first writing any of their contact info or reason why they were calling. Worse yet, the caller was kept on hold for more than 12 minutes; after which he hung up. (See details of call below)

 

To listen, first login here: https://app.callrail.com/

User: - susan@anthonydefranco.com

Pass: email sent to user to create password

 

Calls for Review:

Call 1) - Listen to Call Here

Notes on call – The caller was placed on hold by responding agent right away. However, the agent never got back to him and kept him on hold for more than 13 minutes.

Extra analysis on call – Several mistakes were made during this call. For one, the agent placed the potential lead on hold right away without taking down his or her info. Second, the caller was placed on hold for almost 13 minutes. Perhaps the agent forgot about him. Either way, it likely resulted in a lost client. Hold time & agent adjust. 

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Sight of Beauty - Secret Shopper Leads & Calls Report

Date of test – 01/07/20 

Secret Shopper Leads Test Report Summary

Spa Response time: Phone call: Yes, 3 hours and 14 minutes later.

Spa Response time: Text Message:  No Text Messages sent to the lead.

Spa Response time: Voicemail:  Yes, voicemail left 3 hours, 15 minutes later by Brianna.

Spa Response time: Email:  - No emails sent to the lead.

Problems with form/button: None.

Follow up Phone call: None.

Follow up Phone Email: None.

Follow up Phone Text: None.

Summary: Requires Attention (Needs Improvement). Although the Sight of Beauty staff contacted the potential client within three hours of receiving the lead, there were no other attempts made after that. In addition, there were no text messages sent, no emails, no follow up phone calls or any other kind of follow up done with the lead.

 

Following this, the second phase of the Secret Shopper leads test went into effect where a direct phone call was placed to Sight of Beauty staff using the following tracking number - 516-563-5038. 

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Details about lead:

Sight of Beauty Secret Shopper Leads Test - Coolsculpting
Website - https://sightofbeauty.com/coolsculpting/
Confirm - https://sightofbeauty.com/c/coolsculpting/
Date: 1/07/20
Time: 10:28 AM

Name – Angel Portas
Email - Mrp.990123@gmail.com
Phone # -  516-362-1917
Message -  seemed to have gained some fat on my stomach after the holidays. Can this help me get rid of some? thanks.

Total number of calls: 1

Date: January 14th, 2020

Time: 2:19 PM AST

Call 1 -   

The phone rang and an agent by the name of Susan answered. I informed her that I had filled out a form on the Sight of Beauty website regarding Coolsculpting. Agent Susan then responded “Great, are there any questions I can answer for you?” I then went on to ask her the following questions:

1. How safe is the Coolsculpting Procedure? – Agent Susan said it was very safe and also mentioned that it was the only FDA approved procedure for fat reduction. She also went on to say it all depends on the person and explained other things. She then asked me if there was a date and time to schedule a consultation.

2. How many sessions will I need? – She said everyone is different. Some see results in one visit while others need more than one.

3. How long before I see any results? – Agent Susan results vary. But usually you see results within 4 weeks. She also went to explain how long it takes and about the applicators. 

4. Does insurance cover any part of it? – The agent responded by saying that she was not sure about my individual insurance. But that they did offer care credit and could help me set it up.

5. Is Coolsculpting free or do I have to pay for it? – She said all of their consultations were complimentary.

6. Are there any promotions going on right now? – She said that for new clients there are packages for Coolsculpting. There is also a 25% off the package price. 

Following these questions, I went ahead and told her that I would check with my girlfriend so we could set up an appointment together. Agent Susan said she was more than happy to have answered my questions and said she would give a call within a few days to follow up and answer any additional questions I may have.

Staff’s Handling of Calls from Potential Leads directly: Very good, but could use improvements. No call backs, text or no emails sent to the lead again after his call back.

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Areas that require attention and can be improved by the staff at Sight of Beauty Spa:

·         A welcoming or acknowledgment text message should be sent out to the potential lead as soon as possible. This works in several ways, not just letting the lead know that their request has been received. It also helps create a personal comradery between the Spa and the potential client.

·         Sight of Beauty staff never sent out a welcoming email to the lead; or any other type of email for that matter. Statistics show that sending out welcoming or confirmation emails provides greater ROI results when it comes to leads. This aids in initiating and building a line of communication between the lead and the client.

·         Overall, Agent Susan was very courteous, enthusiastic and knowledgeable about Coolsculpting and the process. She was able to answer the lead’s questions and provided a lot of other information on the procedure. The only adjustment would be the lack of mentioning of promotions and discounts by Susan. It wasn’t until the lead asked about promos that she mentioned them. Still, she was very polite and eager to help the potential lead while providing the right answers.

·         No follow up text messages, emails or phone calls were ever sent to the potential lead again. We highly recommend that leads should be followed up on with a phone call and text message the next day or the following day. Then, an email, phone call and text again a few days after that. Then, repeat this process a week or so later again if there’s no response from the lead. 

whitney.zelig@gmail.com  - did we send them this. We have a meeting on Wednesday with them

No i haven't seen this Chris  

Hector can you send it through support.

I won't do another training for them, so you can chris or lisa

also they know your voice Hector  LOL

wait this is an old report Hector  ? pretty sure I talked to them about this already 

whitney.zelig@gmail.com and Chris  
I mentioned above that I am also sending it to you both via email so that you can send to client.
Whitney, this is not an old report since Lisa just listened to their calls last week. Well it was completed by me on 2/04/20 then sent to you both in an email. 
Please let me know if want me to send it to them myself.
Thanks.

U can send this one to us first we have meeting with them on wed. 
Thx guys 

Whitney, I actually sent this to you and Chris 6 days ago.
Please check your email -

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Thx Hector