Thank you. Began 5/22

Hi Ivonne - here is the secret shop report for Spa West.

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 Emsculpt Neo.  

Here is the recorded call: 

https://drive.google.com/file/d/1kD-9VNXjw8DxLFW8oI5EgrMhZQA8qF55/view?usp=sharing  

 

We received 3 texts from you and a welcome email after we input the lead but unfortunately we did not receive any phone calls. Contacting a lead with 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. 

 

The salesperson that answered our call was friendly but lacked knowledge about Emsculpt Neo. We really recommend that you listen to this call and make the necessary adjustments to ensure an exciting and informative customer service experience via the phone. It is vital that anyone that answers the phone in your office knows all about the treatments you offer. Not answering the lead's questions will cause the lead to look elsewhere for the service. 

We highly 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 as well as properly answer any questions a lead has.

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