Re: You Been Secret Shopped!
I can help you come up with a solution. It will be my personal New Years
resolution Lol
Let’s talk soon. Enjoy your holiday!
On Fri, Dec 20, 2019 at 5:48 PM Cori Goldfarb <cori@truthandbeautyspa.com>
wrote:
> Hi Whitney,
>
> Thank you for this information! Looks like we have a lot of work to do in
> the new year. I will look at our schedule and let you know what works for
> us for training. As far as texting clients, we have not come up with a
> solution as to how to text with them.
>
> Best,
>
> Cori
>
> On Dec 20, 2019, at 11:07 AM, Medstar Media <support@medstarmedia.com>
> wrote:
>
>
>
> Hello Team,
> Our marketing group secret shopped your staff at Truth + Beauty using your
> website's online form.
> Below are the results of how your staff performed as well as some
> suggestions and adjustments we recommend you make. The Secret shop report
> has also been attached to this email in a Word document for your review and
> convenience.
>
> *Truth & Beauty Spa - Secret Shopper Leads & Calls Report*
>
> *Secret Shopper Leads Test Report Summary*
>
> *Spa Response time: Phone call: *Yes, 13 minutes later.
>
> *Spa Response time: Text Message: No Text Messages placed to the lead.*
>
> *Spa Response time: Voicemail: No Voicemail left even though a call was
> placed to lead.*
>
> *Spa Response time: Email: - *Yes, email sent to the lead 3 minutes
> later.
>
> *Problems with form/button:* NONE
>
> *Follow up Phone call: *No.
>
> *Follow up Phone Email: *No
>
> *Follow up Phone Text: None!*
>
> *Staff’s Handling of Calls from Potential Leads Directly: *Very good with
> some adjustments suggested.
>
> *Summary:* Overall very good response time. However, no text messages or
> voicemail left to lead. In addition, no follow up phone calls, text or
> emails.
>
> Details about lead:
>
> *Truth & Beauty Spa Secret Shopper Leads Test - EMSCULPT *
> Website - https://www.truthandbeautyspa.com/emsculpt-long-island/
> Confirm - https://www.truthandbeautyspa.com/c/emsculpt/
> Date: 11/04/19
> Time: 11:35 AM
>
> Name - Maria Barrett
> Email - babyxiog25@gmail.com
> Phone # - (201) 677-5371
> Message - My Husband and I are both interested in getting help with
> burning fat and building muscle. Thanks
>
> *Areas that require attention and can be improved by the staff at Truth +
> Beauty Spa :*
>
> · A welcoming or acknowledgment text message should be sent out
> to the potential lead. This works in several ways, not just letting the
> lead know that their request has been received. It also helps create a
> personal line of communication between the Spa and the potential client.
>
> · The agent who placed the call to the lead should have left a
> detailed voicemail to the lead letting them know what the call was about.
> Especially if agent can leave a voicemail mentioning or offering free
> consultations, promotions and discounts.
>
> · While an automatic email was sent to the lead within a few
> minutes of filling out the form online, there was never a follow up email
> sent to the lead.
>
> · No follow up text messages, emails or phone calls were ever
> sent to the potential lead again. We highly recommend that leads should be
> followed up on with a phone call and text message the next day or the
> following day. Then, an email, phone call and text again a few days or a
> week later.
> -----------------------------------------------------
> If you have any questions or concerns, please let us know.
> Thank you and happy holidays!
>
> <Truth & Beauty Spa - Secret Shopper Leads & Calls Report.docx>
>
> --
*Whitney Zelig*
*Medstar Media*
*12 E. 22nd St. #PHF*
*NY, NY 10010*
*(702)305-0344*
resolution Lol
Let’s talk soon. Enjoy your holiday!
On Fri, Dec 20, 2019 at 5:48 PM Cori Goldfarb <cori@truthandbeautyspa.com>
wrote:
> Hi Whitney,
>
> Thank you for this information! Looks like we have a lot of work to do in
> the new year. I will look at our schedule and let you know what works for
> us for training. As far as texting clients, we have not come up with a
> solution as to how to text with them.
>
> Best,
>
> Cori
>
> On Dec 20, 2019, at 11:07 AM, Medstar Media <support@medstarmedia.com>
> wrote:
>
>
>
> Hello Team,
> Our marketing group secret shopped your staff at Truth + Beauty using your
> website's online form.
> Below are the results of how your staff performed as well as some
> suggestions and adjustments we recommend you make. The Secret shop report
> has also been attached to this email in a Word document for your review and
> convenience.
>
> *Truth & Beauty Spa - Secret Shopper Leads & Calls Report*
>
> *Secret Shopper Leads Test Report Summary*
>
> *Spa Response time: Phone call: *Yes, 13 minutes later.
>
> *Spa Response time: Text Message: No Text Messages placed to the lead.*
>
> *Spa Response time: Voicemail: No Voicemail left even though a call was
> placed to lead.*
>
> *Spa Response time: Email: - *Yes, email sent to the lead 3 minutes
> later.
>
> *Problems with form/button:* NONE
>
> *Follow up Phone call: *No.
>
> *Follow up Phone Email: *No
>
> *Follow up Phone Text: None!*
>
> *Staff’s Handling of Calls from Potential Leads Directly: *Very good with
> some adjustments suggested.
>
> *Summary:* Overall very good response time. However, no text messages or
> voicemail left to lead. In addition, no follow up phone calls, text or
> emails.
>
> Details about lead:
>
> *Truth & Beauty Spa Secret Shopper Leads Test - EMSCULPT *
> Website - https://www.truthandbeautyspa.com/emsculpt-long-island/
> Confirm - https://www.truthandbeautyspa.com/c/emsculpt/
> Date: 11/04/19
> Time: 11:35 AM
>
> Name - Maria Barrett
> Email - babyxiog25@gmail.com
> Phone # - (201) 677-5371
> Message - My Husband and I are both interested in getting help with
> burning fat and building muscle. Thanks
>
> *Areas that require attention and can be improved by the staff at Truth +
> Beauty Spa :*
>
> · A welcoming or acknowledgment text message should be sent out
> to the potential lead. This works in several ways, not just letting the
> lead know that their request has been received. It also helps create a
> personal line of communication between the Spa and the potential client.
>
> · The agent who placed the call to the lead should have left a
> detailed voicemail to the lead letting them know what the call was about.
> Especially if agent can leave a voicemail mentioning or offering free
> consultations, promotions and discounts.
>
> · While an automatic email was sent to the lead within a few
> minutes of filling out the form online, there was never a follow up email
> sent to the lead.
>
> · No follow up text messages, emails or phone calls were ever
> sent to the potential lead again. We highly recommend that leads should be
> followed up on with a phone call and text message the next day or the
> following day. Then, an email, phone call and text again a few days or a
> week later.
> -----------------------------------------------------
> If you have any questions or concerns, please let us know.
> Thank you and happy holidays!
>
> <Truth & Beauty Spa - Secret Shopper Leads & Calls Report.docx>
>
> --
*Whitney Zelig*
*Medstar Media*
*12 E. 22nd St. #PHF*
*NY, NY 10010*
*(702)305-0344*