also put in lead and ignore it Amy  

Website - https://skinsuiterx.com/coolsculpting/
Confirm - https://skinsuiterx.com/c/coolsculpting/
Date: 5/4/21
Time: 3:01 PM (EST)
Name - Georgia Gray
Email - georgiag8585@yahoo.com
Phone - 347-978-9529
Message - I would like to get freeze some fat on my stomach. I was curious about the procedure and the cost. Thank you

whitney.zelig@gmail.com Hector  Can you please verify that the lead was received? So far I have received two text messages from them and I will keep you posted. I will call them as well and report back. 

Good morning Amy
Here's your lead verified. 

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Date: 5/18/21
Time: 1:49 PM (EST)
Secret Shopper Name: Didn't ask
Name of employee: Sophia, front desk
Phone Number Called: 909-902-1988
Phone Number Used: 860-670-5468

Questions to ask:
How much does it cost? She said that it all depends on the number of treatments. She says they will not know until they know how many treatments I will need. She offers the free consultation to me. She explains that they have two options: Kybella and CoolSculpting.

Does it hurt? She says that it doesn't hurt, and that it just feels like there is ice on the area for 35 minutes. She says you will feel sensitive, and a little bit of swelling will happen. She offers the free consultation again and says they will show me the machine and explain the process. She asks if I want to schedule the free consultation today. I said I would be back in the area tomorrow and give her a call.

Note if they mention any sales. She didn't mention any sales

whitney.zelig@gmail.com Should I write a report for them?
As for the lead I entered on their form, they sent the immediate text and also another text was sent from Libby 2 minutes later. They didn't e-mail me until 9 days after I entered the lead. They also never called me.

yes Amy  please write report 

follow up Amy  

Hector Vania Here is the report for this secret shop

Skin Suite RX - Secret Shopper Leads & Calls Report

On May 4, 2021, at 3:01 PM (EST), a Secret Shopper lead test was performed on Skin Suite RX. This included filling out a lead form on the website and calling the spa directly. This was done in order to test the response of the spa to leads coming in through the form and to test the overall handling of callers.

The lead sheet was filled out at using the Coolsculpting link. This is the confirmation link.

The following information was entered into the lead form:

 

Skin Suite RX did not respond to the lead via a phone call at all. Contacting a potential lead via a direct phone call is by far the best way to ensure that the lead is converted into a potential client. The conversion rates on those contacted via a phone versus those who are not are almost 4 to 1. In addition, it shows the potential lead that you value them enough as a customer to call them directly. Top-rated facilities generally reach out to a lead within minutes or an hour after obtaining their contact information, and they make at least two additional follow-up phone calls.

The team at Skin Suite RX responded to the lead by sending a text message almost immediately. This is very beneficial, as a welcoming text message lets a potential client know that their request has been received. An additional text message was sent from Libby 2 minutes after the lead was entered.  Text messages help to create a personal comradery between the spa and the potential client. However, after these initial text messages, there were no follow-up text messages sent in the following days. We recommend sending a text message the next day, and the day after that if you still have not heard from the potential client.

The staff at Skin Suite RX did not send out an e-mail to the potential client until 9 days after the lead was entered. We recommend sending out a welcoming e-mail within 24 hours, as well as a personal e-mail. Statistics show that sending out welcoming or confirmation emails, as well as follow-up e-mails, provides greater ROI results when it comes to leads. E-mails also aid in initiating and building a line of communication between the lead and the client.

The only contact to the lead was done through the initial text messages that were sent at 3:02 PM (EST) and 3:04 PM (EST) on May 4, 2021.

After this, the second phase of the Secret Shopper test went into effect where a phone call was placed to Skin Suite RX using the following phone number - 860-670-5468. 

Total number of calls: 1

Date: May 18, 2021

Time: 1:49 PM (EST)

Call 1:

The phone rang and it was answered by Sophia whom I informed that I was calling about Coolsculpting for my chin. I told her that I was calling spas around the area and that I had a few questions about Coolsculpting. They were as follows: 

1. How much does CoolSculpting cost? – Sophia said that it all depends on the number of treatments. She said that they will not know until they know how many treatments I will need. She offered the free consultation to me. She explained that they have two options: Kybella and CoolSculpting.

2. Does the treatment hurt? – Sophia said that it doesn't hurt, and that it just feels like there is ice on the area for 35 minutes. She said that I will feel sensitive and that a little bit of swelling will occur. She then offered the free consultation again and said they will show me the machine and explain the process more. She asked me if I want to schedule the free consultation for today. I said I would be back in the area tomorrow and give her a call.

Note if they mention any sales: Sophia did not mention any sales.

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Analysis on the website lead & phone call - Skin Suite RX did not have a great response time when it came to reaching out to the potential lead that filled out the form on the website. The only form of contact was the two text messages that were sent the same day that the lead was entered. No follow-up text messages were sent. An e-mail was sent, but not until 9 days after receiving the lead. No phone calls were made at all.

With the phone call made to Skin Suite RX, Sophia sounded friendly and willing to answer any questions about Coolsculpting. It was great that she continued to offer the free consultation to the potential client. However, she did not state the price of any sales or specials going on. Your competitors and top medical spas typically state the lowest price that the procedure starts at, and then they mention their sales. This is very important when it comes to converting the lead into a client, and ensuring that they don’t choose a competitor over your medical spa.

Skin Suite RX - Secret Shopper Leads & Calls Report - 5_4_21.docx 8.59 KB • Download

This brings back memories Amy , well done. 
I see how you took some of the info I sent you from my template and made your own. 
BTW, did you record the phone call?
If you do not know how to do so, I will show you how to do it. 

Thanks Hector ! I wasn't told to record it, so I did not this time. I can record it next time, but I would need you to show me how at some point when you're free!

Good morning Amy . 
One of the reasons I would record the call is because clients tend to not believe the results. The person who answers the phone will swear to them that they did mention promos, that they did everything you said they did not. And because it allows me to go back and listen to their answers again.
In any event, when they instruct you to record the call, I will show you how to do it. 

thx guys i sent to client