How CLIENT feedback contributes to YOUR business success!

As service providers, we have all received a dreaded email or call addressing a client grievance.

I used to take client grievances so personally.  I found myself defending my product or talent, or service, not realizing that by doing so, I was dismissing this vital information as an opportunity to learn and grow.

Not many people have the courage to speak up if they are not satisfied. So for the few that do, there may be others "feeling" or "experiencing" the same. I now applaud anyone willing to share their personal experience with our company because I now have the power to address an issue, I may not have originally known was present, or occuring.

I own an entertainment company. The following example is a recent client exchange regarding her grievance. At this particular event, my client was receiving face painting services.
Our client, Kate has given me permission to share her feedback in an effort to both help me address a concern, and share that concern with my staff and audience. Thank you Kate!

"Hello-

My 5 year old daughter was turned into a beautiful cat yesterday! But the amount of makeup used on her eyelids, eyelashes and around her eyes was extraordinary and we are having trouble getting the makeup off. As you must work with this very young audience frequently, you must know and usually account for the fact that it is difficult to wash their face, let alone their eyes, let alone with soap. We had 40 minutes of screaming last night to get to the point of looking like a Halloween dark ghost with a black tint to her eye socket. How to I easily remove the remaining makeup without jeopardizing my child's eyes?

I know there were lots of kids to get through in a fast manner, and I was impressed with how fast ____ and her partner worked, but I would certainly recommend your artists stay away from directly on/around the eyes with the littlest set of kids. 

Thanks

Kate"

My response:

"Hello Kate,

I am so sorry that you had a negative experience yesterday.

It's never our intention to make wash off time as difficult an experience as you had.

Please accept my sincere apology.

Was it ____ or ____? I can speak with the artist directly.

Soap is really essential in removal. Water alone will not take the make up off. The make up is actually made by a cosmetic company and is much like the make up we would use only with higher pigment.

Make up remover wipes work great too.

Again, I will address the artist and also send out a newsletter post to all artists to address this issue.

We really value your feedback! It helps us improve our service. 

Thank you for taking the time to email me and explain your grievance.

Sincerely,

Lisa"

Kate's Response:

"Hi Lisa,

You handle feedback beautifully. ____ was our artist, and I must say she did a beautiful job. One thing of interest to artists may be that kids are sometimes younger than they appear-- my 5 year old probably looked 7 to her, so maybe she thought the heavy eyelid makeup was ok. I still think it's a lot to ask any small kid to have to have lots of soap right on their eyes.

Anyway- I very much appreciate the way you've handled this, along with the information that I need to use soap for sure. Thank so much and good luck with continued great art!"

In summary

Kate's feedback allowed me to look at each client reveiveing face painting services a little more carefully. Small children (6 and under) do not need alot of eye makeup I agree, there for it is an important subject to address with my Talented Artists. Providing a specialized skill is wonderful, but we can improve our service by becoming much more aware, At future events we will consider the age of the child and act by asking the parent the age for clarification. In addition, we will have cards designed to provide additional information about make-up removal.

Client or customer feedback helps you in the following ways by providing:

• Information
• An opportunity to preserve a client relationship
• An opportunity to address personnel, or a situation and make appropriate changes

All of which improve your business, or service.

Best of luck!

Lisa Yu

Client feeback brought to you by Paint Savvy.

North Carolinas Entertainment Specialists.

To contact a Representative of Paint Savvy for any reason, please call or email today!

919-408-7771

paint@paintsavvy.com