Recent Reviews:
October 16, 2018
T.B.
October 9, 2018
Natasha Broydell
All the information that can be pulled from it. I also like how customers can express how happy they are or how disappointed they are while not having to deal with the confrontation. I also like how it lets District Managers know about how well some stylist are doing and where some need to improve because of what customers have to say.
October 9, 2018
J.C.
Timely, customer feedback. Many customers provide no response other than the score, some comments are of little value, but there are many important learnings provided through this unique lens. Also, it is an effective way to forward and recognize strong customer service work by our team members.
Very good.
September 28, 2018
P.H.
September 27, 2018
T.E.
September 19, 2018
Mary Blalock
September 14, 2018
L.D.
September 12, 2018
V.E.
September 6, 2018
Amy Huveldt
September 6, 2018
Camille Brannon
When we get positive comments, I often share those with our staff. Positive feedback is motivating and inspires them to continue the good work.
When we get a comment that is less than positive, we find out the details of that client’s experience and, if the issue may be corrected by a change in process, we change it. We follow up with the client who is often surprised that we not only read their comment but that we acted on it. They will generally give us another try and the fact that you cared, addressed a potential issue and communicated often wins them over as a new client for life ...turning lemons into lemonade!
September 4, 2018
A.R.
September 4, 2018
A.S.
August 28, 2018
K.N.
I like the overall idea of Listen 360 and the follow-up solution it provides.
However, the $ value doesn't make any sense (the Business retained, Business at Risk and Royalties at Risk). To add meaning to the $ values at any given point in time, the admin at the Corporate level, with appropriate approval from the leadership, should be able to delete some of the detractors and their respective $ amount. Something like a periodical clean up.This will encourage the Franchisees to understand the numbers and stay on top of their game.