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Trilogy Medical Center -

www.trilogymedicalcenter.com - We are only doing SEO and ADs. No website work, but Chris will work with designer.
Chris Zelig, MedstarIsaac Klausnser, MedstarHector Mota, Operations Manager at MedstarJonnamae Jumawan, MedstarShane Quast, MedstarCharmae Arcayan, MedstarVania J, MedstarKamie Allen, Content ManagerAlyssa Workman, Medstar
From the list: Front Desk Support

✔ secret shop

Amy V. added this on
Completed by Hector M.
Assigned to
Amy Van Deusen Amy V.

Comments & Events

Amy Van Deusen Amy Van Deusen
Hey whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com Hector Mota, Operations Manager at Medstar Hector Here's the secret shop report for this client

Trilogy Medical Spa - Secret Shopper Leads Test Report

Overall Analysis: Adjustments are needed

 
Date of test – 4/15/21
Lead entered: 12:17 PM (EST)
 
Spa Response Time:
Phone call: Yes, 6 days later - 4/21/21 at 4:33 PM (EST)
 
Voicemail: Yes, 6 days later - 4/21/21 at 4:33 PM (EST)
 
Text Message: Yes, the same day - 4/15/21 at 12:17 PM (EST)
 
E-mail: Yes, two e-mails were sent on the same day - 4/15/21 at  12:17 PM (EST) and 4/15/21 at 12:58 PM (EST)
 
Problems with form/button: None.
 
Follow-up Phone call: None.
 
Follow-up E-mail: None.
 
Follow-up Text Message: Yes, two follow-up text messages sent at 12:17 PM (EST) on 4/15/21 & 1:52 PM (EST) on 4/15/21. Another follow-up text was sent at 1:08 PM (EST) on 4/19/21.
 
Areas that need improvement: One phone call made 6 days after receiving the lead. No follow-up phone calls. No follow-up emails.
 
Insight Summary – The staff at Trilogy Medical Center responded to the lead by sending an automated e-mail immediately after receiving the lead. One more e-mail was sent the same day as well. Three  text messages were sent the same day. One follow-up text was sent four days after receiving the lead. One phone call was made, but not until 7 days after receiving the lead from the potential client. One voicemail was left. No follow-up phone calls were made. This requires adjustments.

Details about lead:
 
Trilogy Medical Spa - Secret Shopper Leads Test – CoolSculpting
Date: 4/15/21
Time: 12:17 PM (EST)
 
Name - Louisa Hermes
Phone - 347-978-9529
 
Recommendations for the staff at Trilogy Medical Spa:

  • The staff at Trilogy Medical Spa sent a welcoming text message almost immediately, which is very beneficial because it lets the client know that their request has been received.  It also helps create an additional channel of communication between the spa and a potential client. Two additional text messages were sent the same day. One follow-up text message was sent four days after the lead was entered. We recommend sending a follow-up text the day after the lead is received, as well as the following day if you still have not heard back from the potential client.


  • The team at Trilogy Medical Spa sent out one welcoming e-mail immediately to the lead on the same day. An additional e-mail was sent within an hour of receiving the lead. No follow-up e-mails were sent. We recommend sending an e-mail to the potential client the following day, as well as the following day if you have still not heard back from the client. Statistics show that sending welcoming and follow-up e-mails provide 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.
 
  • One phone call was made. However, it was not made until 6 days after receiving the lead. Additionally, no follow-up phone calls were made. We highly recommend that leads should be contacted by a direct phone call within 24 hours of receiving the lead and contacted again by phone on the following day. Then, we recommend repeating this process a week later if there’s no response from the lead. 
Notified 2 people
Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
Nice work Amy Van Deusen Amy  
Thank you. I will look it over and send it to the client. 
We have never sent them a SShop report I believe. 
Notified 2 people
whitney.zelig@gmail.com, Medstar whitney.zelig@gmail.com
I already sent it to client Hector Mota, Operations Manager at Medstar Hector  
Notified 2 people
Hector Mota, Operations Manager at Medstar Hector Mota, Operations Manager
you're on a rampage this week. 
Thank you then. 
Please CC me next time so I can keep records. 
Notified 2 people
Hector Mota, Operations Manager at Medstar
Hector Mota completed this to-do.