Feedback from clients, how do you get it ?

[Nailsinlondon1]

How many of us would love good honest feedback from clients???
You know the kind where a client can comment on the highs and lows of their visit, giving us a real chance to improve or even add on a service that we haven't even thought off???? Or for the space renters who do not take their own appointments and the main Salon reception does this, how do we know that correct information about us and our service is passed on to the clients....
How do we get this,without a client feeling pushed for a positive answer because they love us as as a person and wouldn't want to upset us......
Well a simple way for me was, the Client guest book or Comment book.........
How many of you use a guestbook or Comment book?????

I introduced one to my little station over a year ago and I must say it has made some interesting reading and has given me a real insight to how clients perceive my service and the standard of it.....and how they perceive the place where I rent my space in as a whole...
The clients add their comments and do not leave a name, just the date and their comment.....

You know the only real area of improvement I found right at the beginning of starting this, was actually on the telephone booking front.. They could tell if one of our receptionists had an off day, or the "oh for goods sake make up your mind what do you want attitude".....I showed the Salon owner the comment book and she did take it very serious as it highlighted the attitude towards clients as a whole.....

How do you get good honest feedback without the clients feeling the heat is on ????

 

[Nafia]

a suggestion box

 

[Moanie]

How many of us would love good honest feedback from clients???
You know the kind where a client can comment on the highs and lows of their visit, giving us a real chance to improve or even add on a service that we haven't even thought off???? Or for the space renters who do not take their own appointments and the main Salon reception does this, how do we know that correct information about us and our service is passed on to the clients....
How do we get this,without a client feeling pushed for a positive answer because they love us as as a person and wouldn't want to upset us......
Well a simple way for me was, the Client guest book or Comment book.........
How many of you use a guestbook or Comment book?????

I introduced one to my little station over a year ago and I must say it has made some interesting reading and has given me a real insight to how clients perceive my service and the standard of it.....and how they perceive the place where I rent my space in as a whole...
The clients add their comments and do not leave a name, just the date and their comment.....

You know the only real area of improvement I found right at the beginning of starting this, was actually on the telephone booking front.. They could tell if one of our receptionists had an off day, or the "oh for goods sake make up your mind what do you want attitude".....I showed the Salon owner the comment book and she did take it very serious as it highlighted the attitude towards clients as a whole.....

How do you get good honest feedback without the clients feeling the heat is on ????

This is a great idea, but what about mobile techs? I will have a good long think about this one & see what i can come up with. Better still have any of you mobile techs got anything on this line that you would be willing to share with the rest of us mobies?

 

[naturalnails]

I was just thinking about something along similar lines, the other day. I would like to get feedback from the clients who dont come back to find out why. If I am doing something wrong then I would like to know. I think I will send a survey to some of the non returners and ask if they would complete it for me.

What do you think?

 

[Urban Geek]

I always ask the client to let me know if there is anything that they think they would prefer done differently, that I am open to constructive criticism and I value their opinions. However, most I think would be too polite, too embarrassed or too interested in not offending me to tell me where they think I could improve.

As Fiona says, the few one-offs that I have had really concern me. Fair enough if they just wanted a set for a special occassion but it worries me that perhaps they weren't happy with my work/services. As for the reception/booking services, you have to put your faith on whoever is taking the bookings. I usually call new clients in advance of their appointment (hopefully the receptionist has taken their number ) and confirm what they want done and whether or not they've come from a NSS salon.

Great idea about the book Ruth - I think I'll start one right away - cheers!:hug: :hug:

 

[fiona wallace]

Every couple of years I do a complete client survey - over a period of 3 weeks we give each of our clients a questionnaire to complete, along with a stamped addressed envelope, we also send these questionnaires to our irregular or non-returning clients, the feedback we get is invaluable both in terms of training needs, staff motivation (from the many uplifting comments), new ideas and inspiration.

If anyone would like a copy of our questionnaire don't hesitate to pm me, I would be delighted to help.

 

[MINKUS]

When i first started, for any clients that didnt return i sent out a 'feedback questionaire' with a stamped address envelope and a 'voucher' for a discount off their next treatment.

I left it With the option for them to put their name to it or return it anonymously.

I must admit i havent continued to do this, now most of my ladies re book and have stayed with me...the odd one will tell me at the time of booking its a one off and that's fair enough.

Think i may start it up again!

amb xxx

 

[pinkshell_nails]

This is a great idea, but what about mobile techs? I will have a good long think about this one & see what i can come up with. Better still have any of you mobile techs got anything on this line that you would be willing to share with the rest of us mobies?

It might be a long shot, but why not come up with a pre-paid envelope type thing, with a second class envelope made out to yourself, with a pre-printed form inside asking various questions regarding your service, etc etc Then the client could post it to you at their convenience, they dont have to add their names, just the dat of their appt and it doesnt cost them anything. ? Just a thought!

 

[pinkshell_nails]

OOPs, looks like minkus beat me to it!!

 

[Rose143]

I'm Mobile and have been thinking of doing the same as Ruth, the comment or suggestion book. I wanted to start it last year and keep putting it off. I suppose this thread was just the thing to urge me to get it today.

I always say to my clients, if you're not happy I don't leave and I'm normally quite good at telling if they're not happy. For example, I had a lady on friday who said she wanted to try a different colour nail varnish, I had one in mind and she went for two others. I said to her, "if you want me to change them at anytime tell me as I won't leave until you are happy, you are the one that has to look at these for two weeks, not me". Yes I changed her polish 3 times but at least she was over the moon in the end.

I suppose I get it out of them and then thank them for their honest opinion as I can only improve. They appreciate my attitude towards my job!

I'm buying that comment book today ... Thanks Ruth!! :wink2:

xxxxx

 

[cheltchick]

am about to relocate my salon to merge with a hairdressers and was going to have to contact all of my clients anyway so to put a questionnaire in is a great idea!! thanks Chick x