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Thread: Do you really know what your customer is thinking?

  1. #1
    Owner Kim Howells's Avatar
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    Jan 2013
    Location
    Perth, Australia
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    53

    Do you really know what your customer is thinking?

    Imagine you have loyal customers coming in but do you really, I mean really KNOW why they keep coming back?

    Is it because of location, price, customer services, a particular stylist?

    I have done a survey of my own clients and was amazed what drives them into my salons.

    Have you done a survey to all your clients for a one week period. I challenge you to do this.

    Why do I need to do that you ask yourself.

    Imagine just for a minute you have being trying to keep customers coming in and are discounting because they may be complaining of costs in general and this is your way of fixing the problem. You can only market to your customers if you know what they want and then concentrate on using that knowledge to increase your sales.

    What results have you had when you did your surveys?
    Owner of ExpertSalonMarketing.com

  2. #2
    Manager of North American Operations for ESM Kevin Perry's Avatar
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    Nov 2012
    Location
    Ontario, Canada
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    27
    Getting in tune with your customers should always be a priority. Now, not all customers are willing to spend their time doing surveys, so why not offer them a 10% discount on their next visit as a thank you for taking the time to fill in the survey.

    If their treatment allows it (ie. Pedicure, etc.) why not have them fill in the survey while they are being treated.

    Take care,

    Kevin
    Manager of North American Operations for Expert Salon Marketing
    Contact us for a FREE assessment of your website and/or Facebook page

  3. #3
    Western Australia Sales Rep Natalie Screaigh's Avatar
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    Mar 2013
    Location
    Perth, WA
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    8
    I think that is such a good idea, but it also shows the business cares about making the customers happy too.

  4. #4
    Manager of North American Operations for ESM Kevin Perry's Avatar
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    Nov 2012
    Location
    Ontario, Canada
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    27
    If you're company is going to be known for something, it should be known for customer service. In an industry with a lot of parity in services offered, customer service is always a great way to stand out from the crowd.

    Kevin
    Manager of North American Operations for Expert Salon Marketing
    Contact us for a FREE assessment of your website and/or Facebook page

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