Learning what your clients and customers really think about you can be both a fearsome and instructive thing. Doesn’t it only make sense to locate any problem areas or holes in your customer service you’re not aware of? The best way to obtain this type of info is to just ask them! Using a thoughtful customer survey can be a super tool to help you learn answers to questions you didn’t know you had!
So why ask at all?
The main incentive for a customer survey is to head off problems before they become part of your reputation, and discover tips on how to strengthen your beauty salon service or products. Most of the time, we never learn about a dissatisfied customer: they’ll just look somewhere else. CustomerThink.com has found that more than half of consumers have experienced issues and complaints with the goods and services they’ve purchased. Having a survey helps you find and correct mistakes that can be the difference between hanging onto a customer or not.
What kind of questions work best?
Make sure you have a clear objective to your surveys, and that you pose questions that require more than ticking a box, or assigning a number to your query. Avoid “Yes” or “No” questions. Allow them to expand on their experience and opinions. (This can often be a good way to collect testimonials!)
How exactly should you hold the survey?
There a variety of ways to conduct a survey. However, if possible, the most effective way seems to be via an online survey, thus giving the respondent a good chance to think about and form well thought-out answers, something that may not occur via a phone call or personal contact. Look at offering an incentive for filling out your survey, and try to be timely as to when you send it. If you’re new to this, consider using a company who specializes in this type of data collection, such as SurveyMonkey. However you achieve it, getting a read on how your customers view your business is invaluable data to have.
Charlotte Howard is a Radio Host and Beauty Salon Success Coach. She specializes in beauty salon business start-up and client attraction. Contact her today for all of your burning beauty salon business questions, visit www.CharlotteHowardInfo.com
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