We have a hair salon and customers sometimes provide positive and negative feedback via a survey. Some of these are anonymous and we are unsure who it is and some are not.

At the moment we have been simply printing off the negative feedback and giving it to the person without entering into any discussion (they often want to justify why the customer was unhappy) so we simply pass it onto them saying we thought you would like to know. With positive feedback will pass on direct feedback, post on the salon page and also on the team facebook page.

When an unhappy guest provides negative feedback and we are not sure who it was specifically what should/can we do (I always contact the guest to ask for their details and try and resolve their issues).

williamelledgepe's picture
Training Badge

There's a cast for that.

I would probably add a filter between the customer feedback and the employee (there are some very snarky people in the world and that doesn't do any good for anyone).  A filter layer lets you look for trends where you can identify feedback that will help - and do it in a way that doesn't lead to an employee trying to justify the review.

I'm also a little curious if your current "feedback system" is really falling into the MT definition of feedback.  Obviously you won't ask your customers to use the MT model, but you should be following the model with your employees.  I think you could take the notes from customers and convert it to feedback by saying, "When you smile, you get high ratings.  Keep it up."  Or "When you make personalized recommendations for product, the customers purchase more.  Well done."  Or "When you don't talk to your customers, they feel like you are hurried and trying to get them out the door.  Can you ask them more questions about what they like to do?"

Are the staff at your salon employees or are they independant contractors renting a space?  On some level this may make a difference - not sure where or how. I could imagine that if you have independant contractors that you may want to develop a more automated system.  

Even in that situation, though, you still own the brand and have a responsibility for having employees who exhibit the behaviors you are looking for to improve your business.  

Unrelated to feedback, you might use a dashboard with green up arrows and red down arrows for trending positive and negative comments - or arrows based on comparison to a daily mean perhaps.  Something else worth tracking is percentage of people who leave a review.  That represents a higher likelihood someone will make a referral to their friends (assuming the review is positive).  A higher percentage of reviews for one of your employees represents an employee who is increasing your future business through word of mouth marketing.  

schroederc's picture
Licensee Badge

Hi, there was a cast where Mark highlighted that you can give feedback based on a someone else observations or information. The question is: do you as the manager believe it is correct. If so, then you can deliver it as if you would have participated in the event. 

But how much can you trust the customer feedback? Especially if you have very grumpy customers. 

I would separate the feedback from customers with the feedback you as the manager give to the team. Both positive and negative. It is critical that it is clear which behaviour has triggered the feedback from the customer. Then you can ask for change or repetition of the behavior. 

Reacting on customer feedback is of course necessary from a sales perspective.

From my perspective it would be more important to observe the team directly and get hands on feedback from the customer. This you then translate into YOUR feedback towards the team member.

Good luck!

Scgoldie's picture
Licensee Badge

I think this is not feedback but is in fact results.  Customer satisfaction results to be precise.  Present them as such.  Or choose to ignore it.  For example, I never pass on Yelp or Tripadvisor Feedback for any of my restaurants.