3 Questions You Should Be Asking Your Clients

“Customer service has expanded beyond just providing products and services in a friendly, efficient manner,” notes David Wagner, owner of award-winning Juut Salons in Minnesota and California. Here, David shares ideas on how to better understand the wants and needs of your clients by asking them 3 simple questions. Using the feedback you collect, you can make adjustments in your daily business practice that will increase your client loyalty and revenue.

After a client has received a service, you can provide anonymous feedback cards at checkout, ask them to complete and drop in a receptacle in the waiting area as they are leaving the salon. It’s important to capture this information as soon as possible after the service, while the experience is fresh on their minds. Below are the 3 questions that will provide you with a huge wealth of information on how your business is perceived by clients.

1. What did you like most?
The replies will identify what you and your staff are doing right to make clients happy and loyal to your salon. The overwhelming answer at Juut is: the staff.

2. What did you like least?
These replies will help you understand areas where you can make improvements in the salon. The most common answer at Juut: waiting. Whether clients dislike waiting for their services to begin, or waiting for special retail opportunities without standing in line or for inventory to arrive, you can use social media, your website or email updates to share information on how you can save them time.

3. What would you like done differently next time?
You can get suggestions and tips from clients on ways to improve your business from these replies. In our salons, the answers vary from better music, less time on hold, to boxed lunches to go. Clients’ expectations change with each visit, but what they like most continues to be our staff. You may consider ways to cut down on phone call hold times such as staffing an extra receptionist during peak hours. Change music format periodicall,y and ask clients what type of music they prefer. Partner with nearby restaurants for discounts or special menu offerings for your client during peak mealtime hours.

It’s important to share inspirations with your clients. If your team participants in any local or national events be sure to share those experiences with clients and make them feel a part of your salon style and culture. This can increase client awareness that you are working to give them the level of educated, contemporary service they want and expect.

David encourages everyone to live the philosophy that you can change the world…for one person, each day, by being a Daymaker one day at a time. By seeking feedback from clients using the 3 simple questions above, you can find ways to better serve the needs and wants of your clients.