Valuing feedback

How often do you ask your clients if they are happy with not only their hair, but the level of service they receive in your salon? I would imagine that the majority, if asked face-to-face about their salon experience will gush with praise when talking about their cut and/or colour as they have a relationship with the stylist that has been built over a period of time. An 'any less than perfect' salon visit may be attributed to the individual 'having a bad day' and no feedback - constructive or otherwise - is given. And whilst the sentiment of the client may be good, salons cannot afford for team members to have a bad day as just one client may not be quite so forgiving.

Asking clients to complete an anonymous survey, however, often leads to some surprises if the individual truly believe it is autonomous and will not be attributed back to them. Giving people the opportunity to share their views is generally a good idea but you have to accept that if you ask, some individuals will use the opportunity to have a moan - whether their complaint is valid or not; and the skill is in deciphering where there is real room for improvement and which are the elements that you just can't change.

Asking for feedback makes a client feel valued, and sharing results and the actions you are taking to improve, if required, demonstrates you care enough to listen.

Jayne x