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Cashing In on Client Feedback

by Megan Dorcey on Tuesday, July 6, 2010

One key to building your business is taking the good with the bad and knowing how it can help your business. One way to get honest responses is by taking your clients’ feedback (even those pesky negative comments) and making it work for you through comment cards.

Comment cards may seem like an old-school feedback method, but they are still very effective. Some clients may feel uneasy about filling out the cards in the salon, thinking their opinions may not be confidential. A good way to promote honest feedback is by offering a comment card already stamped and addressed and letting the client fill it out at home, where she can be totally comfortable.

Encourage ;people to write reviews.

Many salons rely on this form of communication to better their practices. The most current trend in customer satisfaction has been the online review. Many websites offer reviews on anything from restaurants, to groomers, to salons. Our sister site, NaturallyCurly.com, is the first and only site that focuses only on the needs of curly clients and their honest opinions of their stylists. The site’s salon/stylist finder helps clients find the right stylist and offers the most honest opinions you can find, from real people.

Teddy Romero, an educator at Avenue Five Institute in Austin, says that he reads reviews out loud so that the students can all hear what the public thinks. This is a great way to keep yourself motivated, knowing that each person who sits in your chair will be reviewing you somewhere. Word of mouth is something that stylists will always heavily rely on.

NaturallyCurly.com also helps curl experts promote their services by offering advertising next to the reviews section. This shows potential clients that you are proud of your reviews and truly care about curly clients (to learn more email Megan Dorcey). Any way you look at it, knowing how your client perceives you is going to pay off big time, either through comment cards or online reviews.

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Top Tips for Businesses
Top Tips for Businesses

Business Building Techniques

Begin having frequent staff meetings and collaborate on business building techniques used by others that you work with. Every salon has success right inside. Get the top booker to explain how they do it. Pair the weakest with the strongest and let them work next to each other. They can learn from what they hear and see. Do the same with retail sales. Share the ways that the top stay on top.

With cross marketing other services, know who the salon leaders are and copy them. Your staff becomes a resource to each other and by sharing dialouge that works, we all win.

Geno Stampora, Stampora Consulting Inc.

Top Tips for Businesses