SAMPLE FORM:
CUSTOMER FEEDBACK FORM
Dear Valued Customer: Thank you for choosing XXX SALON. It is our great pleasure to provide you the best quality of service at all times. Your assistance in completing this form is greatly appreciated. Your honest feedback will help us to serve you better and enable us to work on improving our service standards. Thank you. Name ___________________________________________ Address _____________________________________________ Email ____________________________________________ Phone _______________________________________________
Excellent
Good
Fair
Poor
1. How would you rate the salon for its overall professionalism, level of service and attention to customer needs? 2. How would you rate your stylist (or other) for their level of professionalism and ability? 3. How would you rate the level of attention to detail and timeliness? 4. How would you rate your interest in recommending us to others? 5. How would you rate your interest in returning for services? 6. Please, feel free to include any additional comments for our improvement.
Questions to ask: a. Who are my clients? Stylists should learn who their customers are. Certain people will want to return, while others will choose to move on. Stylists should try not to take this personally. It may have nothing to do with the stylist and everything to do with other things going on in client’s life. b. What do they want/need? Stylist should determine what their customers want versus what they need; they’re not always the same thing, as noted earlier in this course. Sometimes people need to use a better product but they don’t have the money for it, or they simply choose not to take a stylist’s advice. Again, stylists shouldn’t take this personally. Stylists should give professional advice and tips, but remember they can’t force people to want things even if it would benefit them. c. Why do they want this? Sometimes people want something for any number of reasons. They’ve been told it would look good on them. They’ve seen it in a magazine, or on a celebrity. They’ve seen it on television. People are highly influenced by media, and this impacts the products they want to purchase. Stylists should talk to them. Listen. Hear them out. Maybe what they want is perfectly reasonable. Stylists should take the time to get to know these clients; the more they do, the better able to the stylist is to advise them. d. What is my role? A stylist’s role is to provide top-level professional services. Stylists are salon professionals, not a friend and not a therapist or counselor. It’s absolutely vital that stylists stick to the parameters of their professional role.
e. What other services do clients use? One of the ways stylists can advise customers is by learning about the other services they use. It’s perfectly natural and appropriate to ask if they’re using other services at the salon. This may assist stylists in advising them on the kinds of products that may benefit them. f. What is a client’s economic status? This may, or may not be something stylists can determine. Sometimes a person will say that they have limited funds, while others let it be known that they’re able to purchase whatever they please. Either way, stylists should not pressure customers into anything. Stylists should let clients know what they think and what is available to them. But the client needs to make the choice. g. What do clients expect from me? Professionalism, professionalism, professionalism. This can’t be stated enough times. When a stylist looks and acts like a professional, customers will appreciate it. They expect stylists to know their ‘stuff’; in other words, to be knowledgeable about the latest styles, products, and whether they are appropriate for an individual. They expect stylists to act personable, polite, respectful, and appropriate in all interactions . h. What makes clients want to come back? Clients will return if they get the best service possible. In today’s market, the consumer wants it all – great service and great prices. They want to know someone cares about their needs and will attend to them. They want to be treated nicely and with some respect for the fact they’re putting out their hard-earned money. It’s not possible to please everyone, but it’s important to try.
EliteLearning.com/Cosmetology
Book Code: CIL0725
Page 20
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