Client feedback

Scope

Definition

Client feedback is how we ask every client how their visit was, and how we find out what to fix when a client is not fully happy.

Applicable to
  • Relationship Manager, Floor Manager and Center Manager
  • Every checkout, and any moment a client is unhappy

Why it matters

Sk why
  • Fix it before the client leaves. A problem found at the desk can still be solved today.
  • Learn what to improve. Every score below 5 tells us one thing to do better.
  • Grow by word of mouth. Clients who give a 5 help new clients find Leor through their reviews.

Never

Sk rule
  • Talk about a complaint at the desk. Move the client to a quiet room first.

How it works

Sk steps
Ask the score

One short question at checkout, for every client.

Score 5: thank and ask for a review

The client is fully happy.

Score 1 to 4: inspector mode

The client is not fully happy. Find out why, calmly and with real interest.

An unhappy client, at checkout or at any moment of the visit:

Sk situations
  • The client is upset or complains Move the client to a quiet room. Listen fully, don't argue or explain yet. Say sorry: "I'm sorry this happened. Let me sort it out for you."
  • It is about the skin or the treatment Call the Doctor right away, and the Center Manager.
  • It is about anything else Call the Center Manager right away.
  • It cannot be fixed today Agree a next step before the client leaves, and tell them when we will call. The Center Manager calls the client within 24 hours.
  • After the visit Log the complaint in Zenoti the same day.

Good practice

Sk tips
  • Ask every client. Not only the clients who look happy.
  • A 4 is not a pass. Treat every score below 5 as something to learn from.
  • Their words, not yours. Note what the client said, not your summary of it.
  • Use the numbers. Look at the scores and reasons in the weekly meeting and agree one improvement.

Training

Sk train
  • By: VERIFY: who trains (Center Manager or a senior Relationship Manager), at real checkouts
  • How: Read this note. Then watch a colleague at checkout, and ask the score with a colleague next to you.
  • Time: VERIFY: time to Independent
  • Sign-off: A manager checks your notes on scores below 5
  • Material: Coming soon
Sk levels
  • Observe You watch a colleague ask for feedback and handle a score below 5. A colleague shows you
  • Assist You ask for the score at checkout. A colleague is with you
  • Supervised You handle scores below 5 alone. A manager checks your notes
  • Independent You handle every score and every unhappy client calmly, and coach others. No check needed