Customer feedback is an important part of your business, and most salons have processes in place to glean information about the quality of their products and services. However, this feedback can sometimes be incomplete or confusing, which makes it difficult to implement changes to make your business better.
To deal with such problems, Lisa Gundry, Ph.D., professor of management and director of the Center for Creativity & Innovation at DePaul University, suggests examining your business from the customer’s perspective. Start from when the customer enters the salon and look at their browsing/ordering process—basically, all the steps customers go through prior to the purchase and use of your products or services. Shifting the point of view allows you to see your business from a completely different angle—which will help you see what works well and what does not. From there, you can fix problems as needed.
Source:
BusinessWeek: View Your Business From Your Customers' Perspective
Related Content:
