3 minute read
Why Some Groomers Never Use Client Questionnaires
In our grooming business management book, From Problems to Profits: The Madson Management System we shared field-proven client relations forms. In fact, we still sell digital versions of them you can load in your computer word processing program and print them as is for use in your business, or edit them to your liking. These are part of the Grooming Business in a Box® system.
One client relations form draws the most diverse reactions from grooming business owners. There are no complaints about the form itself. The reactions surround the intent of the form. What form is it? The Client Service Questionnaire.
We had this form on our counter every day. We welcomed their use year round. It was in our interest to listen to comments on our services. In fact, some of the services we provided were original ideas derived from our clients using a questionnaire.
Here is an example that shows how clients can suggest viable ideas for business owners.
Our version of the Client Questionnaire asked about services we are not offering but they would like. Remember this was back in the Eighties. We received comments suggesting they wished we offered a place where we could watch their pets for an hour or two, or a few hours, not overnight. What do we call that today? Pet daycare. Back in the Eighties customers were hinting about a service not common at the time to the public. That's a perfect example of the purpose of a client service questionnaire.
So what about the other end of responses, the adverse reactions of groomers to use client service questionnaires. Actually there were plenty, in fact, more than half of groomers said they have no inter-
With so many against using client questionnaires our interest was piqued and a survey created. Here are the results.
About one-third of grooming businesses stated they are using questionnaires. The surprise is the 62% that never use questionnaires. Clearly these people have some reasons. The majority of them mentioned (41%) they have a con-
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What best describes your business use of client service questionnaires.
1.Used year round in our business. 22%
2.Used occasionally in our business. 9%
3.Used rarely in our business. 7%
4.Never use them. 62%
If you answered “#4, Never use them,” please select an explanation below, and you may add custom comments too. More than one answer OK.
3. We prefer not to ask service inquiries of our clientele. 21%
4. Asking questions invites too many unrelated responses. 23%
5. Chronic complainers take advantage of questionnaires. 41%
6. Some people take advantage of our inquiries. 29%
7. Other, you may write in comments. 19%
cern about “complainers.” Social media sources do occasionally share stories of customers they feel complain looking for discounts or even free grooms. These are not common but they exist.
Perhaps this is why 29% answering why they never use questionnaires said they were concerned about those customers looking to take “advantage” of the business.
Obviously we have a unique topic about a small fraction of problematic customers. I would go so far to say that the number of customers is a tiny fraction of the overall clientele. Have I personally ever experienced a customer bent on complaining about anything or everything in order to get a free groom or significant discount? Actually yes, and I know other groomers who have too. But the difference here is we don’t let one or a few customers to stop us from the benefits provided by questionnaires. Customers that clearly make chronic attempts to complain for complimentary grooms may have to be refused services. ◄
