began 8/8. ty

Jessica Nicol  

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/1WVonLDAcZ5YrM_7RAp0SfBT55wP6vy1l/view?usp=sharing 

You contacted us 1x by phone, 3x by text, and sent a welcoming email after we input the lead. A direct 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 with a direct phone call. 

 

The salesperson that answered our call was friendly, professional and knowledgeable. She answered pricing questions in a recommended way, mentioned the annual membership offer and built excitement around the treatment. This is excellent!  

We recommend that you schedule a Front Desk Training so we can help set up a follow up 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 

Total Body Aesthetics Secret Shop Report.pdf 114 KB • Download

Thank you Elizabeth  sending this evening

Hi Elizabeth I just saw as I was going to delete your call from their app that you started w/ emsculpt neo but then they responded w/ Semaglutide. You didn't mention this is the secret shop report. I have already sent it. 

any ideas on how to address this?

Screen Shot 2023-08-15 at 6.17.31 PM.png 1000 KB • Download

Hi Nicol - To be honest, I didn't even catch that! There initial texts were in regards to Emsculpt Neo (which was what the lead was input for) I'm not sure why then the 5th message they sent was about Semaglutide; which I overlooked and just responded to it in regards to Semaglutide [I should have corrected them here] Also when they left me a voicemail it did mention Emsculpt Neo. I believe this was just a mistake which I could have fixed by clarifying the service I was looking for more information on. I can redo just the text portion of the shop to make sure__if you'd like? And I will be sure this error does not occur on my end in the future. 

Elizabeth no need to re-do this shop.
They have ordered a 2nd shop because they want us to test Neal, the man who had originally answered the call.