Do you use customer feedback forms in your salon or spa, to track your clients’ satisfaction with your services? Even if you’re already regularly using forms, here’s a quick way to get a different kind of feedback from your clients. It’s much more intuitive and “creative” than normal ways of looking at feedback data!
Write a questionnaire that asks two simple questions (with plenty of space for the answers) -
- “What are the 5 things you most love about our salon?”
- “What are the 5 things you would most like to change about our salon?”
Give these questionnaires to, say, 10 of your best clients. (And reward them for their views) So, you’ll get 10 answers from each client (5 things they love, 5 things they would change). You’ve now got 10 X 10 = 100 answers. Type each answer into a word processor as a paragraph (save the document, so that you can compare, when you run the same process next time). Print them out and cut them into strips. One answer per strip.
Clear a big space on a table, or the floor, and lay out all the strips of paper randomly. As you look at them all, notice any common answers or themes, and start to group them. Shuffle them round and start to spot the connections and patterns. Walk round the table and look at them from different angles. You’ll be amazed at what you find out!
And now… give us some feedback! Leave a comment below to tell us what you think of this tip, or what other salon marketing or management topics you’d like us to cover.
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[...] to make sure we’re not missing the kind of mistakes the spa owner in the story was making? Customer feedback forms and surveys are great, but usually only applied to existing customers - people who already like our business, [...]