After service feedback

[DJWilson]

Im thinking of adding a short simple feedback form for clients to fill in if they wish but was wondering does anyone else have feedback forms and if so do they work for you from a business point of view of improvement?

[Vectis]

Yes and Yes.

Examples on my website; feel free to rip it off if you need a starting point :)

[DJWilson]

Nice one mate, ill have a butchers :) Do you send it with the contract for them to send back after the function or give to them at the end of the evening?

[Vectis]

I send out a batch each month when I do my invoicing - so anything from a few days to 5 weeks after the gig. Always with an SAE and a thank-you letter.

Actually, that reminds me - I've got about 5 or 6 replies in my in-tray waiting for me to scan & upload :D

[DJMaxG]

You can use their comments to publish on your website for the use of new clients who wish to use you, and can see that there are many other satisfied customers; of course it's good from a business point of view :approve:

[Cowlinn]

You can use their comments to publish on your website for the use of new clients who wish to use you, and can see that there are many other satisfied customers; of course it's good from a business point of view :approve:

If only DJWilson had thought of that! :sofa:

[Shaun]

Wonder how long before the word "unsolicited" makes an appearance? :d

(apart from my use of it above, of course)

[rob1963]

Wonder how long before the word "unsolicited" makes an appearance? :d

(apart from my use of it above, of course)

All I will say is that 1 bit of unexpected feedback is worth 10 returned feedback forms, and that's why I will NEVER use feedback forms.

With my levels of customer service, I don't NEED to fish for compliments!

:D :D :D

[Dynamic Entertainment]

I think a truer word has never been spoken when i was told that...

"You know youve done a good job when you dont hear about it"

Think about it and its true, you rarely get more than a "Thank You" at the end of the night if its been good (there is exceptions and cards are nice), but if youve f:Censored: ed it up they you find out fairly sharpish.

PS, heres mine in Word format. feel free to use if you wish...it was only robbed form other forum members here ;) :D

[rob1963]

"You know youve done a good job when you dont hear about it"

Think about it and its true, you rarely get more than a "Thank You" at the end of the night if its been good

Sorry, but in my case that's simply not true.

I always get great comments from clients at the end of the evening when I ask if the disco was okay. However, over 40% of them also go on to send me a card or an email afterwards (and no, I don't ask them to do that when speaking to them at the end of the evening).

[yourdj]

Yep Check these ones out.

I think they definitely help give the client that bit extra when looking at you and other dj's.
I think an active forum or a video of the couple after is the best though?

http://www.yourdj.co.uk/tobytestimonials.html

[DJMaxG]

With my levels of customer service, I don't NEED to fish for compliments

It's a bit like the Christmas Card situation.


Sorry, but in my case that's simply not true

I guess it's down to the audience and DJ.

[Dynamic Entertainment]

Sorry, but in my case that's simply not true.

I always get great comments from clients at the end of the evening when I ask if the disco was okay. However, over 40% of them also go on to send me a card or an email afterwards (and no, I don't ask them to do that when speaking to them at the end of the evening).

I think you've missed the point Rob.

Yes you always get the whole handshake thing and "Thanks youve done a great job", but you rarely get a set of indepth comments. If you do get the same sort of indepth feedback verbally everytime that you would get from a dedicated form then great....but your the only dj ive ever comeacross that does. ;)

[rob1963]

I think you've missed the point Rob.

Yes you always get the whole handshake thing and "Thanks youve done a great job", but you rarely get a set of indepth comments. If you do get the same sort of indepth feedback verbally everytime that you would get from a dedicated form then great....but your the only dj ive ever come across that does. ;)

Just to clarify my situation, I DON'T really get the same indepth verbal feedback at the end of the evening as I would from a dedicated feedback form. As you say, it's usually just something along the lines of "Thanks for a great job"

However, when they follow it up with a card or an email, they DO usually give more information about the specific things they liked or were impressed with, so in my case a feedback form wouldn't really tell me much that they don't already tell me.

:)

[Dynamic Entertainment]

Just to clarify my situation, I DON'T really get the same indepth verbal feedback at the end of the evening as I would from a dedicated feedback form. As you say, it's usually just something along the lines of "Thanks for a great job"

However, when they follow it up with a card or an email, they DO usually give more information about the specific things they liked or were impressed with, so in my case a feedback form wouldn't really tell me much that they don't already tell me.

:)

But do you get cards or emails from every client Rob? For the ones that dont, do you know that their "Thanks" was just "I cant be arsed complaining", maybe if you dont get cards and emails through, then it may be worth sending out feedback forms.

[Solitaire Events Ltd]

I always get great comments from clients at the end of the evening when I ask if the disco was okay.

You don't fish for compliments, but you ask that instead? Is there any difference? Do you really think that people would tell you were crap if you asked them outright? I don't.

[rob1963]

But do you get cards or emails from every client Rob?

No, only from about 43% of them.


For the ones that dont, do you know that their "Thanks" was just "I cant be arsed complaining"

I don't, but in my experience if people aren't happy about something, they'll soon let you know!

It's normally the ones who are satisfied or very satisfied that can't be arsed to let you know.


maybe if you dont get cards and emails through, then it may be worth sending out feedback forms.

I see little point, as I already hear from nearly half of them anyway, and I doubt it would be much more if I DID send out feedback forms.

As I've said before, feedback forms are pretty pointless in my opinion, whereas the unexpected emails & cards are priceless.


I always get great comments from clients at the end of the evening when I ask if the disco was okay.


You don't fish for compliments, but you ask that instead?

Yes, because I think it's the polite thing to do, rather than packing away & leaving without saying a word to the client...which I personally think is very rude.

How many people who provide a service would just leave at the end without saying they'd finished, asking if you were happy or saying goodbye?


Is there any difference?

Yes. I'm not fishing for compliments when I speak to them at the end of the night...merely being polite.

I'd also like to make the point that I never put verbal comments onto my website...only the unexpected emails & cards received after the event.


Do you really think that people would tell you were crap if you asked them outright? I don't.

I don't know, because I've never said to a client "Do you think I was crap?"

[Solitaire Events Ltd]

I don't know, because I've never said to a client "Do you think I was crap?"

There is no difference in sending out a feedback form and going over to the client at the end ans asking if the disco was alright. It's the same thing. I always say goodbye, but don't feel the need to fish for compliments.

I will say again, if you ask someone outright if everything was alright, then they will be forced to say yes even if it wasn't.

[rob1963]

There is no difference in sending out a feedback form and going over to the client at the end and asking if the disco was alright.

We'll agree to disagree then...because in my opinion there IS.

Going up to the client at the end of the evening to ask if the disco was okay for them is just showing good manners & being polite in my opinion.

However, sending out a feedback form is NOT being polite or showing good manners.


I always say goodbye, but don't feel the need to fish for compliments.

I don't feel the need to fish for compliments either, which is why I don't send out feedback forms & why I never put verbal comments from the night on my website.

I just think it's a bit funny to provide a service for someone & then merely say goodbye & leave without asking if they were happy with the service.


I will say again, if you ask someone outright if everything was alright, then they will be forced to say yes even if it wasn't.

While that migh be true a lot of the time, to me it doesn't matter...partly because I think it's polite to ask & partly because depending on their response I often take what they say with a pinch of salt anyway.

Apart from that, you often know they're not just saying they are happy because they feel forced to do so.

Last night's wedding was a good example of that for me. When I said to the bride "I hope that was OK for you" if she'd just said "Yes, it was great. Thanks very much" I might have thought she was just saying that because she felt obliged to. However, she also mentioned the fact that she was impressed by the fact that I played all the songs on her request list AND she told me that she would be recommending me to everyone she knows...so because of the extra things she said, I knew she meant what she was saying rather than just saying "That was great thanks" simply to be polite.

[Solitaire Events Ltd]

It's still fishing, whatever way you look at it.

[BeerFunk]

A similar scenario for me is when I'm in a restaurant, and I'm asked if everything is OK. I have to admit that I have never complained about anything, even though I probably should have on a few occassions. I'd just rather avoid the awkward conversation, and either write it off, or just never go back to that particular restaurant.

[rob1963]

It's still fishing, whatever way you look at it.

One man's fishing is another man's good manners, so like I said we'll have to agree to disagree.


A similar scenario for me is when I'm in a restaurant, and I'm asked if everything is OK. I have to admit that I have never complained about anything, even though I probably should have on a few occassions.

That surprises me, and I don't understand it either...especially these days where more people than ever seem to complain about things they're not happy with.

I can't believe you'd just sit there & eat a meal there was a problem with, then pay the full price & leave without saying a word.

:shrug:

[Corabar Entertainment]

That surprises me, and I don't understand it either...especially these days where more people than ever seem to complain about things they're not happy with.

I can't believe you'd just sit there & eat a meal there was a problem with, then pay the full price & leave without saying a word.

:shrug:You might not do that, but many people do (especially, for example, if you're out with company and their meal is OK and so you don't want to make a fuss)

A customer filling out a feedback form in the cold light of day gives a more balanced and considered view of your services (and is without any alcohol-fuelled emotion). It is not fishing for compliments (if the form is constructed correctly), it can also be a valuable tool for improving your services. (The most satisfied of customers can come up with a suggestion for improvement in a particular area)

Do we still get unsolicited thank you emails and cards, etc? - Yes, we do (we've even had a B&Gs do things like send us a postcard from their honeymoon, and send us copies of their wedding photos!), but we have found the feedback form is a very useful tool.

[Vectis]

You might not do that, but many people do (especially, for example, if you're out with company and their meal is OK and so you don't want to make a fuss)

A customer filling out a feedback form in the cold light of day gives a more balanced and considered view of your services (and is without any alcohol-fuelled emotion). It is not fishing for compliments (if the form is constructed correctly), it can also be a valuable tool for improving your services. (The most satisfied of customers can come up with a suggestion for improvement in a particular area)

Do we still get unsolicited thank you emails and cards, etc? - Yes, we do (we've even had a B&Gs do things like send us a postcard from their honeymoon, and send us copies of their wedding photos!), but we have found the feedback form is a very useful tool.

:agree: 100%

I always make a point of contacting customers who do offer improvement suggestions and thanking them for taking the time to raise the point(s).

[rob1963]

A customer filling out a feedback form in the cold light of day gives a more balanced and considered view of your services

Sorry, but I disagree.

Do you really think a bride will be able to remember enough about her wedding reception after 3 weeks when she returns from her honeymoon to a feedback form from the disco?

Will she REALLY remember the specific details, other than whether she was generally pleased with the disco or not?


It is not fishing for compliments

I disagree.


we have found the feedback form is a very useful tool.

And I've always preferred unsolicited feedback, as people often have to go out of their way more than putting a few ticks on a feedback form, putting it in the pre-paid envelope & dropping it in a post box.

Everyone is different, and if others want to use feedback forms, then good luck to them.

However, I'd rather have clients contact me of their own accord, which is why one unsolicited email or card is worth ten returned feedback forms to me.

[CRAZY K]

I send out a batch each month when I do my invoicing - so anything from a few days to 5 weeks after the gig. Always with an SAE and a thank-you letter.

Actually, that reminds me - I've got about 5 or 6 replies in my in-tray waiting for me to scan & upload :D

Invoice after the gig Martin:eek:

Is that Corporate work?:confused:

CRAZY K

[Corabar Entertainment]

Sorry, but I disagree.

Do you really think a bride will be able to remember enough about her wedding reception after 3 weeks when she returns from her honeymoon to a feedback form from the disco?

Will she REALLY remember the specific details, other than whether she was generally pleased with the disco or not?



I disagree.



And I've always preferred unsolicited feedback, as people often have to go out of their way more than putting a few ticks on a feedback form, putting it in the pre-paid envelope & dropping it in a post box.

Everyone is different, and if others want to use feedback forms, then good luck to them.

However, I'd rather have clients contact me of their own accord, which is why one unsolicited email or card is worth ten returned feedback forms to me.

Did you really need to reply again just stating exactly the same this as you've said over and over and over again? :confused: :confused: :confused:

I know you disagree, and didn't expect you to change your mind because of what I posted. You are entitled to your opinion & I was just posting my opinion on the subject. Not sure I understand why you feel the need to reply to every person who doesn't share your opinion stating your opinion (which is unchanged) again.

:shrug: :shrug: :shrug: :shrug:

[Vectis]

Invoice after the gig Martin:eek:

Is that Corporate work?:confused:

CRAZY K

I do issue a quite invoices on a monthly basis - not all for disco work - but this is when I also send out a bunch of questionnaires. Not usually to the same recipients, mind :p

[CRAZY K]

Wonder how long before the word "unsolicited" makes an appearance? :d

(apart from my use of it above, of course)

Exactly!!!!!!!!!!!!!!

Tend to be more much more meaningful because--

1. They have had to make the effort without prompting

2. Always very positive---good from a publicity point of view --unless it was a disaster of course:eek:

I just get stuff from time to time unsolicited which is nice--coincidentally got one this week where I thought they had confused me with someone else as it was booked by the brides mum and there was no mention of the date on the thank you card--turns out it was from September.

I always remember the gig --booked as a Barn Dance with Disco--played two disco tunes the first dance and the leaving dance which got reversed on the day--the rest was by popular demand Barn Dance/Ceilidh and the inevitable Scottish set requested by the very friendly assorted kilts who turned up from Scotland;) and impressed me with diy dances to my music during the breaks:D

CRAZY K

[Shaun]

Exactly!!!!!!!!!!!!!!



My post was more so aimed at the over-use of the term "unsolicited" whenever topics of 'client feedback' arise, than the virtue of unsolicited feedback itself. ;)

[Dynamic Entertainment]

Sorry, but I disagree.

Do you really think a bride will be able to remember enough about her wedding reception after 3 weeks when she returns from her honeymoon to a feedback form from the disco?

Will she REALLY remember the specific details, other than whether she was generally pleased with the disco or not?.......



Possibly not, but her guests may well, and it gives them chance to speak. Do you think she would have got to speak to all her guests and talked about the disco on the night ;) :)

[Solitaire Events Ltd]

Possibly not, but her guests may well, and it gives them chance to speak. Do you think she would have got to speak to all her guests and talked about the disco on the night ;) :)

And you really think that a bride with a feedback form will ring all her friends and ask then what they thought, before returning it?

Please.....

Whenever I have returned a feedback form it contains my thoughts. No-one elses. Mine.

[CRAZY K]

My post was more so aimed at the over-use of the term "unsolicited" whenever topics of 'client feedback' arise, than the virtue of unsolicited feedback itself. ;)

Oh I see, as I dont seek feedback its all I get to mention.

I have now included a feedback page on my site purely so I can refer in quotations to feedback using a link to the the site rather than having to put all the information in the quote.

CRAZY K

[rob1963]

Did you really need to reply again just stating exactly the same this as you've said over and over and over again? :confused: :confused: :confused:

Yes, because it's something I feel strongly about.

It's just like one person who has posted loads of times that everything matters, another posted loads of times that he builds his own speakers, another has posted loads of times that the windows operating system is crap, another has posted loads of times about money etc etc.

When you've done as many posts as me, you'll probably have repeated yourself quite a bit too!


Not sure I understand why you feel the need to reply to every person who doesn't share your opinion stating your opinion (which is unchanged) again.

I don't, or my post count would be 50,000 rather than 20,000.

Having said that, if NOBODY posted when someone didn't share their opinion, this forum would be a very boring place!


And you really think that a bride with a feedback form will ring all her friends and ask then what they thought, before returning it?

Please.....

Whenever I have returned a feedback form it contains my thoughts. No-one elses. Mine.

Exactly!

:thumbsup:

[rob1963]

My post was more so aimed at the over-use of the term "unsolicited" whenever topics of 'client feedback' arise, than the virtue of unsolicited feedback itself. ;)

In other words, Crazy, he was taking the opportunity to have a dig at me.

I hardly think the term unsolicited is over used.

After all, I wouldn't say customer feedback is discussed that much, and can think of plenty of other phrases which are far more over-used.

:shrug:

[Corabar Entertainment]

As you well know Rob: I wasn't talking about mentioning the same thing as and when the subject may come up in different threads: I am speaking about you repeating yourself over and over and over again in the same thread.

Stop trying to be so bloody clever and deliberately 'mis-interpreting'/twisting what I am saying.... I really haven't got the time or patience to be bothered with it.

You fully understand my point, I'm certain.

[Dynamic Entertainment]

And you really think that a bride with a feedback form will ring all her friends and ask then what they thought, before returning it?

Please.....

Whenever I have returned a feedback form it contains my thoughts. No-one elses. Mine.

Sorry darren but IMO your just being pedantic. Surely youve been to functions and fellow guests have commented amongst each hother that the band/dj/entertainment was good/bad/indifferent.

You seriously dont think that that your client gets his/her mates saying how good/crap the entertainment was. The amount of feedback (both un and solicited) that mentiones along the lines of "All our friends and family said it was great" tells me that they do get to find out other guests opinions.

[rob1963]

I am speaking about you repeating yourself over and over and over again in the same thread.

I'm not sure why you're singling ME out as someone who repeats themselves more than once in the same thread, as it's something loads of other people do as well.

:shrug:


Stop trying to be so bloody clever and deliberately 'mis-interpreting'/twisting what I am saying.... I really haven't got the time or patience to be bothered with it.


I'm not trying to be clever or to mis-interpret/twist what you are saying, and I apologise for not being intelligent enough to always understand exactly what you mean in every post.

[Corabar Entertainment]

I suggest you just leave it there Rob.

:mad:

[rob1963]

Will do, Angela.

:)

[Solitaire Events Ltd]

Sorry darren but IMO your just being pedantic. Surely youve been to functions and fellow guests have commented amongst each hother that the band/dj/entertainment was good/bad/indifferent.



Er, yes. What has that got to do with feedback forms though?

[DazzyD]

You might not do that, but many people do (especially, for example, if you're out with company and their meal is OK and so you don't want to make a fuss)

A customer filling out a feedback form in the cold light of day gives a more balanced and considered view of your services (and is without any alcohol-fuelled emotion). It is not fishing for compliments (if the form is constructed correctly), it can also be a valuable tool for improving your services. (The most satisfied of customers can come up with a suggestion for improvement in a particular area)

Do we still get unsolicited thank you emails and cards, etc? - Yes, we do (we've even had a B&Gs do things like send us a postcard from their honeymoon, and send us copies of their wedding photos!), but we have found the feedback form is a very useful tool.

I see feedback (or, in my description, Event Review Questionnaire!) as a way of improving the service that I offer. I rarely use the comments provided for publicity but I do find that less positive comments (yet, even I get some of those!) are taken as a starting point for improvement to my shows.

I don't send questionnaires to every client, my booking system selects a proportion of clients at random to send forms to. Overall, the responses are positive but, from a business point of view, I'm really trying to get the more negative responses from clients. If all the replys are "Wow!", "Great!", "Fantastic!" etc., then I've either reached my peak and can't get any better or I'm asking the wrong people the wrong questions!

And, just to point out, I've had clients not return the questionnaires but no-ones ever complained about receiving a form. I think this is because my covering letter makes it clear that their replies are important to the improvement of the service I offer and, therefore, people feel that their input is going to be valued and not just lip-service.

[Dynamic Entertainment]

Er, yes. What has that got to do with feedback forms though?

Plenty. If you had a crap dj/band at your function, and your guests told you as much, and then got a feedback form...would you give them a glowing report, or tell the truth?

[Corabar Entertainment]

Even without any comments at all, I find feedback forms useful. I ask clients to 'rate' each aspect of the service from start to finish. So if, for example, they give a top rating throughout signifying 'Excellent' but in one category they only give a 'Very Good' rating, then you know that they thought that aspect wasn't up to the same standard. Still highly rated, but.....

If there are any trends throughout a number of forms, (ie the same category being rated slightly lower than the others in several forms) then I know I need to put some work in on that area.

A client thinking you were brilliant, does not mean the same thing as thinking you were perfect in every area!

[DJWilson]

Even without any comments at all, I find feedback forms useful. I ask clients to 'rate' each aspect of the service from start to finish. So if, for example, they give a top rating throughout signifying 'Excellent' but in one category they only give a 'Very Good' rating, then you know that they thought that aspect wasn't up to the same standard. Still highly rated, but.....

If there are any trends throughout a number of forms, (ie the same category being rated slightly lower than the others in several forms) then I know I need to put some work in on that area.

A client thinking you were brilliant, does not mean the same thing as thinking you were perfect in every area!


Nice one, great! thanks :)