Jessica  -  I began a shop today, I didn't see any option to pick a location so I'm assuming I'll just call the specific location when it's time for the call. Do you want me to run both shops at the same time? TY

Elizabeth Fill out the form here: https://go.skintightmedicalspa.com/coolsculpting-acton-ma

Elizabeth fill out this form too. Use different names and phone numbers. We want to try to get different people on the phone

https://go.skintightmedicalspa.com/morpheus8-acton-ma

Here are the different numbers:

436 Great Road, Acton, MA 01720

617.206.2080

Try to get different people on the phone

Hi Jessica Chris - here are one of the completed shops. This one was done at the Newton location and I spoke to a woman named Kaitlyn. 

EMAIL DRAFT:
Hi Team,

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

We input a lead, commenced with text engagement & called the front desk inquiring about CoolSculpting. 

Here is the recorded call: 

https://drive.google.com/file/d/1zF0ebEt0moousTFAwGzXEo5eOvMEx5sT/view?usp=sharing 

You contacted us 2x by phone, 3x by text, and sent a welcome email after we input the lead. This is good however we recommend contacting leads 3x in the first week with a direct phone call. 

Kaitlyn answered our recorded call and was friendly, professional, and knowledgeable. However, she did not answer pricing questions in a recommended way. When being asked about pricing we recommend quoting the cost of the lowest-priced applicator and then mentioning that an accurate price can be given when they are assessed during their complimentary consultation.

We recommend that you schedule a Front Desk Training so we can review strategic ways to answer leads questions about pricing. It will help the overall customer acquisition of your business! 

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

Skin Tight Medical Spa Secret Shop Report .pdf 115 KB • Download

Hi Jessica Chris - here is another completed shop. This one was for the Acton location, I spoke to a woman named Nicole. TY

EMAIL DRAFT:
Hi Team, 

You’ve been secret-shopped. Attached is the full report.

We input a lead, commenced with text engagement & called the front desk inquiring about CoolSculpting. 

Here is the recorded call: https://drive.google.com/file/d/1ANGut8kbRQPSG5q1u8eSB6YNjdg_e_kb/view?usp=sharing 

You contacted us 3x by text, 3x by phone, and sent a welcome email after we input the lead. You also answered all of our questions via text. This is great!

In regards to the phone call, it could use some work. Nicole answered our recorded call, she was professional and friendly but was unable to answer some of our questions. She also did not answer pricing questions in a recommended way or build excitement around the treatment, spa, or staff. 

It is vital that anyone that answers the phone in your office knows all about the treatments you offer. As well as building a rapport with the lead. This helps establish a sense that the spa is a warm and welcoming place and that the procedure will be a positive experience.

We highly recommend that you schedule a Front Desk Training so we can review strategic ways to answer pricing questions. It will help the overall customer acquisition of your business! 

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk

Skin Tight Medical Spa Secret Shop Report - Acton.pdf 116 KB • Download

Elizabeth thank you for all your hard work! Please keep open for the moment.

Chris I can send if requested, Vania let me know you are the only one to communicate with this client atm. For now, I've just uploaded it into the Docs and Files. Thanks!

Jessica - I still have 2 more shops to finish with them just so you know. (aiming to get diff people on the phone each time)

Hi Jessica Chris  
Here is another completed shop, this one was done on Morpheus8 at the Acton location. I spoke to a woman named Arianna. TY

EMAIL DRAFT:
Hi Team,

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

 

We input a lead, commenced with text engagement & called the front desk inquiring about Morpheus8.  

Here is the recorded call: 

https://drive.google.com/file/d/1bOPAyzBGIte1T64KyKLqdd8YuMV4lZbf/view?usp=sharing 

We received 2 texts and a welcome email from you after we input the lead, however, we only received 1 call from you. A direct phone call is the best way to ensure that the lead is converted into a potential patient. We would love to help set up a plan for you to be contacting leads 3x in the first week by direct phone calls. 

 

The salesperson that answered our call, Arianna, was friendly, professional, and knowledgeable. We do suggest that you request the caller’s contact information at the beginning of the call after introducing yourself for follow-up purposes. 

We recommend that you schedule a Front Desk Training so we can help set up a plan for you to be contacting leads 3x in the first week with a direct call. It will help the overall customer acquisition of your business! 

Please schedule a call here: http://calendly.com/Vania-medstar/front-desk 

Skin Tight Medical Spa.pdf 117 KB • Download

Elizabeth  thank you! I've added it to the Docs and Files. I will send upon Chris's request. Appreciate all your hard work!

Jessica  can this task be closed out? (I saw they are not a client anymore)