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The Magic Cafe Forum Index » » Tricky business » » Customer Feedback Method (0 Likes) Printer Friendly Version

MichaelDouglas
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Special user
Portland, Oregon
766 Posts

Profile of MichaelDouglas
I send a Feedback Form to customers a day or two after sending a thank you card. I include a self-addressed and stamped return envelope. I get about 65% of them back. At times I have to send a reminder email to them about it. I'm wondering if it would be better to switch to using an online feedback survey.

As far as I can see the benefit of a paper response includes their signature. These pages can be included in a mailing to sales packet to s potential client, or faxed, or scanned, etc. The down side is the time and cost of printing, mailing, and waiting for the responses.

The benefit of an online version is that I can email the link to the survey very fast and when they respond, I get it immediately. However, I've no signature.

With my hardcopy version, I do include a line that says when I recieve the form back that I'll send them a surprise thank you gift.

I'd appreciate any of your thoughts on this?
dearwiseone
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Inner circle
Portland, OR
1143 Posts

Profile of dearwiseone
I would offer both versions. Cost shouldn't be an issue for you, $.44 isn't much, and it can't cost you more than $.50 to print the thing. Less than $1 to get great feedback is well worth it! Also, waiting for responses isn't a big deal either. Why would need responses urgently? Unless you're performing across the world, waiting 2-4 days to get a response back is fine.

I think by offering both, you get the best of both worlds. You'll get physical testimonials that you can scan and display/reprint, you'll also get the people who prefer to complete the survey online.

As you deal with clients, you'll get a feel if they're into technology. Those who prefer communication by email/texting, etc. you can send the link to via email, those who prefer phone, snail mail, etc., you can send the hard copy to.

Surveymonkey is a popular site for online surveys. I know there are others as well.

Good luck!
Mindpro
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Eternal Order
10195 Posts

Profile of Mindpro
You can also combine the two methods offering an email with an attachment or download that allows them to respond online, via e-mail or to simply print out and send the page to you via mail.

I like the mailing or printed page idea as I often get a response on their letterhead and envelope with I can duplicate for my promotional materials, web site, etc. Even with the printed page the last question I ask them to provide a quick paragraph or two on their letterhead for our collection to summarize their thoughts and experiences.

Although I don't do it anymore, I even had a voicemail box setup with a special number (I got it as an add-on for free) where they could phone in their responses to the followup survey. Many people do this, and actually prefer it as it is quick, painless and to me is much more personal as they tend to say much more (with emotion) as it's easier to offer the spoken word than the written word. I also use these as audio testimonials (typed out with the audio behind them on our web sites) and would get great responses and mentions from these. I did include a disclaimer in the intro announcement of the phone call voice message greeting that we are interested in their feedback and would like to use your comments in our promotional efforts and materials to be helpful to future customers. If you prefer to keep your information private, simply state that in your message and we will of course be happy to respect your wishes. This offers and covers you on so many possibilities.

Testimonials are a strong resource in selling and these are excellent ways to generate them. By the way, 65% return rate is pretty decent.
MichaelDouglas
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Special user
Portland, Oregon
766 Posts

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Thanks for the info. I'm in the process of adding an online means of responding to the survey. I may change my paper version to just a post card that I insert into my "Thank You" card that I send after each gig.
David Thiel
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Inner circle
Western Canada...where all that oil is
3920 Posts

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I always CALL the client after a show to talk with them. That allows me to build even stronger bridges. During the conversation (if they aren't calling me names and threatening to come by my house with a baseball bat and seven burly friends) I ask them if they will be open to sending me a reference. If the show went really well I'll ask them if they know anyone else who can use my kind of show...and when they are planning the next event I might be a part of.

I've gotten repeat bookings this way...and some new leads that led to shows as well.

THEN, about three days after the phone conversation, I send them an email follow-up. If they've given me the reference and referral information I requested, it's a thank you email. Otherwise it's a very gentle reminder. If, after that, they don't respond, I let it alone.

The key, though, is that by then I've had two positive post-show interactions with each client. Who do you think they are going to call or refer a friend to when the subject of a magician comes up?

David
Whatever doesn't kill you makes you stronger. Except bears. Bears will kill you.


www.MindGemsBrainTrust.com
www.magicpendulums.com
www.MidnightMagicAndMentalism.com
Decomposed
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Eternal Order
High Desert
12035 Posts

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Funny thing about client feedbacks. I email after the show for mine. Sometimes I need to send a followup. Beware of corporate clients however. I just did one of my best shows ever. I emailed twice and the host said she needed to check with CEO first. Doubtful at best now. I think it has nothing to do with the show but the company hiring an entertainer. Perhaps its all about budget and money. No biggie, there should be more opportunities this year.

Decomp
David Thiel
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Inner circle
Western Canada...where all that oil is
3920 Posts

Profile of David Thiel
No. It's probably about her being uncomfortable having the COMPANY appear to endorse you. I had the same thing happen with a certain soft drink company client (who wants to teach the world to sing...) who loved the show but took forever getting me reference material. We had a good relationship, so I asked her straight out...and she told me that ALL references for everything had to be put through someone higher up on the food chain.

The show seriously rocked...so I have good reason to think she was telling me the truth. There was no one throwing stuff at me anyway. Well...not BIG stuff.

David
Whatever doesn't kill you makes you stronger. Except bears. Bears will kill you.


www.MindGemsBrainTrust.com
www.magicpendulums.com
www.MidnightMagicAndMentalism.com
SteveB
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Regular user
St Louis, MO
117 Posts

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I use an email that has a link to a .PHP form on my website. The first page has about 5 questions with boxes. The second page has a text box for a testimonial. I put instructions at the top of the page that tells them the kind of stuff to include, like comments they heard from guests.
I get back 95% of these forms.
At christmas I did a private party in a exclusive part of town. Everything went well and the client thanked me and told me how much they liked my performance but I never got the form back. I just got it yesterday with an email to say how sorry he was. It included a great testimonial. So I got 100% back from December gigs.
For me the key is not to ask for a testimonial. I use a phrase that says something like..."I am always trying to improve and I would like some feedback from you" I think people recoil from a request for a testimonial, because they think you want them to make stuff up.
Regards,
Steve

www.stevebarcellona.com
MichaelDouglas
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Special user
Portland, Oregon
766 Posts

Profile of MichaelDouglas
Good stuff guys. Thanks.
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