When it comes to improving your business, nothing is more important than getting the insight directly from your clients. This is the reason why the review system on Facebook, Yelp, or any other website is important. Bad reviews mean bad business, and that is going to help your sales. It is especially true for salons or any business which focuses on wellness and beauty. People are very particular about skin and hair treatments, and ultimately. the services that they get for them. If your business does not provide good treatments and good service, you might have to close down.
Having hundreds of salon marketing strategies really will not matter if you cannot satisfy customers. So to make sure that you are providing them the best service that you can, you can conduct a survey on them. Surveys are good quantitative and qualitative tools to get objective answers, You can use the information you got from it to improve how you do your business.
Here are some of the survey questions you can use when you conduct your own store study.
How long did you wait for a staff to acknowledge your arrival?
It is important that once the bell door rings, a staff member is ready to take care of a client. It starts by asking what kind of service they want and promptly looking for a specialist to do the service. Do not make them wait too long, it is both embarrassing and annoying. You do not want to make your clients feel unwanted.
Did the specialist understand your needs?
You need to talk to the client first, understand where they are coming from. Why do they want a Keratin blowout? Why are they asking for this hair treatment, why not that one? Ask them what they think needs to be fixed and make educated suggestions.
Do you feel you received a thorough consultation prior to services rendered?
Did a specialist offer a consultation before proceeding with the service?
This is not just to offer a new promo or a new service, consultations should show your expertise. Sometimes clients are asking for one thing but might need another service, so offer a thorough consultation of their hair or skin. Then ask them if they want to change their service or if they would like to continue with what they have requested.
Did the specialist recommend products?
Servicing clients does not stop at giving them the treatment, you will also have to give them advice on what products they should use and how to use them. Maybe you have products in store that can help improve the treatment you have given them. Teach them how to use it, a bit like insider tips from experts like you. Believe me, they will appreciate this.
What treatments did you avail of?
It is important to know what they ended up getting done so that you would know which treatments are popular, and it can guide your perspective through the next set of questions.
If you bought our products, how did you find their effectivity?
Recommending your products is useless if they are not effective. Make sure that the customers are getting what they paid for by asking them if it works. Knowing that they are effective before selling should go without saying, but hairs are different, you need to know if you have to create a product for people with a specific hair need.
Were you offered promotions by staff?
Maybe you have a discount promo on-going or a sale on your products. Make sure your staff gets to pitch this to the client because they may want to avail of it.
Was the front desk personnel prompt and helpful?
Your front desk is the first line of defense, make sure that the people handling yours are friendly and approachable. A lot of the times, trouble ensues because of a raised eyebrow or dull front desk personnel.
Did the front desk personnel or the specialist offer to schedule your next appointment?
Hair treatments are always on-going, that is just the truth of it. If you start getting one, it has to be maintained. So make sure your staff has offered to schedule appointments. Even if clients say no, the offer should be laid out on the table.
Would you visit the salon again?
If all goes well, they would hopefully say yes. If they say no, then you have a problem. Make sure to follow up their No answer with what they felt was problematic.
Would you recommend our salon to friends or family?
Just like the previous question, the goal is for them to say yes. If they say no, provide a space where they can explain why not.
Were the services provided for you worth the expenditure?
If they say no to this, it means they are not satisfied with the service. You may have the most friendly staff, but if the treatments themselves are problematic, that is going to be a major issue.
Who provided your service?
Ask them who performed the treatments for them. This is to make sure you can reward those who did a great job.
What did you like most about your experience?
This is a qualitative question, so provide a space where they comment about what they like about your services. Additionally, ask them about what they did not like about the experience.
On a scale of 1 to 5, how was your overall experience?
A quantitative answer that will allow you to see who satisfied they are. If they said no for most of the questions on this survey, this scale is going to give it a number you can average with other surveys.
Surveys are important tools to gain insight from your customers. Make sure that you use it responsibly and apply the necessary changes when it is needed. Inform customers that you are doing everything you can to provide quality service so that they will answer the survey as honestly and as detailed as they can.