How can we know how we are doing as a business if nobody tells us? You will hear every negative comment a client or employee has to offer, but probably only one out of every fifty positive comments! Because we are human, it is the negative comments that sit in our hearts and cause us to worry and fuss. There is a way to head off a lot of the negativity that floats around out there and infects your business? It is FEEDBACK! And not just client feedback, but employee feedback as well!
When we are giving GREAT customer service, our employees are our number one customer!
They also need to experience and understand the customer experience in the salon. To find out about that experience from their point of view you need to ask.
When was the last time you handed out a Feedback Form to either your clients or your staff? Is negativity creeping up on you? If it is, it is time to get out the forms and find out what is going on in your business.
Put together a feedback form for your employees. Some of the questions you might ask them are:
- how do you rate as an employer?
- what do they love best about their position?
- what do they like least?
- what can you do as an owner to improve on your delivery of service?
- where do you see yourself in the next twelve months?
The questions can be as simple or as complex as you want, depending on the type of feedback and information you want to collect. After all, if you are collecting the information on what you can do to change, grow and develop, you must be prepared to make the changes!
If you are doing an employee feedback form, make sure that it is anonymous.
Let’s face it – none of us are perfect, but how do we bring about change if we aren’t sure of where to change? Get it from the horse’s mouth!
Client Feedback Forms are different from Client Survey Forms. A survey form establishes who your client is; their age, gender, socio-economic status, demographics, buying patterns, etc. A feedback form tells you how you are doing as a business. This form will include information such as:
- how accessible was the parking?
- how were you greeted?
- how were you checked out?
- how was everything in between?
Again, this form can be as in-depth or as simple as you want, depending on the level of information you are looking for and the changes you are willing to make.
Use “Consultation Cards” to head off negative results from your clients.
Turn your “First Time Client Card” into a consultation card to be used at the beginning AND at the end of the service. The information you gather should include:
- lifestyle of client
- length of time available to spend on hair daily
- styling competence
- service expectations
- types of product used
The stylist then uses the consultation card to go over the expectations of the client for the service they have booked. At the end of the service, the stylist uses the card to affirm they have achieved the results that the client has asked for.
A salon business offered a refund on services if the client was not completely satisfied with the results. After doing all the right things; consultation card, follow up affirmation at end of service, a client called the owner and said she wasn’t happy and wanted her money back.
The owner had seen the beautiful results on the client and how happy she had been on completion of the service and realized that the client wanted to take advantage of the refund offer by complaining. The owner said she would be happy to refund the money, but could the client please come into the salon and explain precisely where and what the errors were so that the stylist and the business could grow from their mistakes. Needless to say, the client didn’t return for her money because the salon had given her everything she had asked for!
Feedback is the one of the most important forms of communication you will need from your staff and your clients. Start collecting information and find out how well you are operating your business.