Management Practices

10 Technologies: Online Client Surveys

Rosanne Ullman | July 26, 2011 | 9:39 AM

For more than 10 years, Khiem Hoang, business manager of Umbrella Salon in San Jose, California, had issued written surveys to gather client feedback. “But it seemed challenging to get people to fill them out.”

10 Technologies: Online Client Surveys

So this year, Hoang took the survey online with some amazing results, then shared the concept with fellow salon owners at the Owners’ Exchange at Oribe Backstage. Working from a hotel survey he’d completed as a guest, Hoang leveraged his e-mail newsletter service Constant Contact to create a quick, easy survey that gave the salon information about clients’ experiences on three key areas: with the front desk, their service provider and their overall impression on the job the salon was doing. “It was a user-friendly interface that they could complete on their computer or using a smartphone or iPad in five minutes or less. Each question was based on a ‘rate your experience’ type of survey.  We limited the number of required questions and I limited the rating scale from 1-3,” he says.

Although the comments section was optional, the information derived from it was valuable, says Hoang. “We posted all comments—both positive and negative—for service providers.”

To get client cooperation, Hoang sent out 2,500 invitations to take the survey, reinforcing that client opinion makes a difference to the salon. Clients were given 14 days to take the survey, and were offered an incentive—a 10 percent savings on product purchases at the completion of the survey. About 10 percent of sampling came back (a really strong number).

Hoang discovered about 80 percent of clients who competed the survey made a comment, and the majority of those were positive. But other comments are shaping the way the salon does business. “For example, one client wrote about his allergies and his concern about clean air in the salon. As a result we’ve installed a new ventilation system.”

More from Management Practices

Management Practices
Management Practices

Dos and Don’ts When Communicating with Upset Guests

July 31, 2018

They say the key to every great relationship is communication – and handling a guest complaint is no different. It’s not ideal to have to communicate with an upset guest, yet we’ve all been there and it’s likely we’ll be there again someday. Here are the dos and don’ts to keep in mind to help you successfully communicate with upset guests.

Management Practices @vanessapalstylist cutting a precision bob hairstyle. 
Management Practices

SALON TODAY RECOMMENDS: Strategies for In-Salon Education & Minimizing Stylist Turnover

Lauren Salapatek | May 4, 2018

What kind of continuing education do you have at your salon? Are you inspiring your employees to reach their full potential? This month Aveda Means Business covers topics from in-salon education to minimizing stylist turnover. Learn some ways on how to attract stylists who are passionate about the business and who will fit in with your salon’s culture.

Management Practices Sponsored by L'Oréal Professionnel

OWNER TO OWNER: The David Rios Salons’ Secrets to Providing 5-Star European Service for the Country’s Most Demanding Clients

May 2, 2018

Many of the country’s most brilliant, talented and powerful people live and work in the Georgetown neighborhood of Washington, D.C. They’re politicians, diplomats, attorneys. Also professors and students at the nation’s top universities. So, if you’re servicing these people in your salon, you had better be at the very top of your game.

Load More