Re: You Been Secret Shopped!
Hi Whitney,
I will take a look at the schedule to make another staff training. Thank you so much!
Have a happy holiday!
Best,
Cori
> On Dec 20, 2019, at 11:25 AM, Whitney Zelig <whitney@medstarmedia.com> wrote:
>
>
> Cori,
> Let's schedule another staff training. I know following up with a lead is annoying and the staff can be incredibly busy at times, but let's come up with a solution. We want you to kill it this year! Let's hustle, ladies ( and Sandy!)
>
> You can request a time to make an appointment.
> https://calendly.com/whitneymedstar/frontdesk
>
> I would like to talk to your spa privately before I start hosting webinars for multiple spas at once - which will be beneficial to listen to as well, but you guys being our favorite clients, we want to make sure you are taken care of first.
>
> Have an amazing holiday, and let's catch up when you can.
>
>> On Fri, Dec 20, 2019 at 10:07 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!
>>
>
>
> --
> Whitney Zelig
> Medstar Media
> 12 E. 22nd St. #PHF
> NY, NY 10010
> (702)305-0344
I will take a look at the schedule to make another staff training. Thank you so much!
Have a happy holiday!
Best,
Cori
> On Dec 20, 2019, at 11:25 AM, Whitney Zelig <whitney@medstarmedia.com> wrote:
>
>
> Cori,
> Let's schedule another staff training. I know following up with a lead is annoying and the staff can be incredibly busy at times, but let's come up with a solution. We want you to kill it this year! Let's hustle, ladies ( and Sandy!)
>
> You can request a time to make an appointment.
> https://calendly.com/whitneymedstar/frontdesk
>
> I would like to talk to your spa privately before I start hosting webinars for multiple spas at once - which will be beneficial to listen to as well, but you guys being our favorite clients, we want to make sure you are taken care of first.
>
> Have an amazing holiday, and let's catch up when you can.
>
>> On Fri, Dec 20, 2019 at 10:07 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!
>>
>
>
> --
> Whitney Zelig
> Medstar Media
> 12 E. 22nd St. #PHF
> NY, NY 10010
> (702)305-0344