Actively seeking feedback

[womble]

How do you do it?

Do you send out paper forms post-event? Ask for feedback via email?

What kind of things do you ask for? Do you have an actual form or do you send a message asking for any comments?

This is something I'm going to start doing but don't really know the best way to go about it.

Thanks,
Chris.

[Charlie Brown]

I don't bother.

If people want to congratulate you - they will.

The rest lacks ecological validity and is artifical - meaning nothing.

[Jonathan Ford]

I don't bother.

If people want to congratulate you - they will.

The rest lacks ecological validity and is artifical - meaning nothing.

Ecological validity????

In fairness, I've been thinking about starting a similar thread for the last couple of weeks. I'm about to get a website, and have no testimonials to put on it, and very rarely have contact with clients after the event.

[Solitaire Events Ltd]

Charlie, you're not in an exam now....:sj:

[Charlie Brown]

Ecological validity????

In fairness, I've been thinking about starting a similar thread for the last couple of weeks. I'm about to get a website, and have no testimonials to put on it, and very rarely have contact with clients after the event.

Yeah - And experimental validity.

The client will most likely show demand charteristics & write something artifical.


Charlie, you're not in an exam now....:sj:

:lol:

It's all good practise. :D

[Jonathan Ford]

Yeah - And experimental validity.

The client will most likely show demand charteristics & write something artifical.


I suspect you may be over thinking this. There is absolutely no benefit to the client to write something that is untrue. I would've thought that faced with an email asking for feedback the client would either give honest feedback, or ignore it. Either way, I'm not convinced that a lack of ecological validity is demonstrated.

[RabbittsKaraoke]

Ahhhhh....I remember the days back at 6th form when we learned new, complicated, sounding words, and tried desperately to fit them into everyday conversation to make us sound intellectual and bright....

...for example...the disintermediation of the channel of distribution within the tourism industry.

Meaning high street travel agents closing down because of online agents :D :D

Anyhow, back OT, I think you'd only ever get the odd one or two honest feedbacks. If i'm asked to do feedback forms for any sort of product I either ignore it or ruch through it....meaning i'm not really honest

[Vectis]

It's all good practise. :D

:bang: Didn't you say it was English today? :eek: :)

[Vectis]

Here's what my customers receive a few weeks after the event. I fill out the top (grey) bit.

About 8 in 10 come back and they're great to have in a folder for wowing future prospects (assuming you do pre-booking meetings as I do).

It's a simple form but it's served me well for a few years.

[Solitaire Events Ltd]

Here's what my customers receive a few weeks after the event. I fill out the top (grey) bit.

About 8 in 10 come back and they're great to have in a folder for wowing future prospects (assuming you do pre-booking meetings as I do).

It's a simple form but it's served me well for a few years.

What has always worried me about these forms is that people put complete nonsense on them.

How would you feel for example Martin, if you took your most expensive audio set up, which you know if fantastic and the client said it was sub standard? Or if they asked for a chatty DJ and then said you'd talked too much?

Doesn't this make the whole exercise pointless? :confused:

[Corabar Entertainment]

What has always worried me about these forms is that people put complete nonsense on them.

How would you feel for example Martin, if you took your most expensive audio set up, which you know if fantastic and the client said it was sub standard? Or if they asked for a chatty DJ and then said you'd talked too much?

Doesn't this make the whole exercise pointless? :confused:I can't say that I've ever had anyone send one back with anything other than their true opinion, and I've never had a 'nonsense' one at all.

As has been said already, they either fill it out properly, or they ignore it altogether. However, I am seriously considering going back to paper forms. I thought more people would bother completing if it was a quick online click survey, but the opposite is true.... far fewer are completing since I went over to online forms

[djdave01]

i use an online feedback form. If ive got an email address for a client, i send them a link to the form and ask them to complete it.

The majority of people fill it in and i use some of the comments on my website. It works fine

I dont tend to bother sending out postal feedback forms. I tried that before but i didnt always get them back.

People are lazy, online is easy to do, if they have to post something back they wont bother.

[Vectis]

What has always worried me about these forms is that people put complete nonsense on them.

How would you feel for example Martin, if you took your most expensive audio set up, which you know if fantastic and the client said it was sub standard? Or if they asked for a chatty DJ and then said you'd talked too much?

Doesn't this make the whole exercise pointless? :confused:

I'd feel that they were taking the :Censored: and bin it, because I know I'm better than that.

It's never happened yet. The lowest score I've ever had was a "Good" on lighting - because I was set up in a big west-facing bay window with no curtains or shades in the last week of June :p

I originally trialled it to see what would happen, got great comments from folks at pre-sales meetings so decided to keep it up. Some cynics might say they are easily forged, or you can just bin the bad ones and publish the good ones. Very true. But there are lots more who trust their authenticity.

People are far more likely to disbelieve online comments unless they are brokered via a trusted third party site ;)

[Solitaire Events Ltd]

I'd feel that they were taking the :Censored: and bin it, because I know I'm better than that.



Indeed, but then to me that makes the whole thing pointless.

I am not sure that people remember things like "Did the DJ chat enough or too much" or "Was the sound system good enough"

I wouldn't have thought they'd remember individual things like that, but rather the night as a whole?

[RabbittsKaraoke]

I can't say that I've ever had anyone send one back with anything other than their true opinion, and I've never had a 'nonsense' one at all.


But how to you know it's their true opinion?? How do you know they've not sat down and ticked random boxes and/or written down "absolutely fantastic" just to keep you happy and to avoid you ringing them and having an enquiry.

Please don't think I'm quesitoning your practises Angela as you have far more experience in the field than I, nor do I doubt that you are getting honest appraisals, but when I used to "do" feedback forms (in another industry admittedly) I always had a niggling doubt that none of them were absolutely honest.

The best feedback you can get in any industry is a repeat booking.

[womble]

What has always worried me about these forms is that people put complete nonsense on them.

How would you feel for example Martin, if you took your most expensive audio set up, which you know if fantastic and the client said it was sub standard? Or if they asked for a chatty DJ and then said you'd talked too much?

Doesn't this make the whole exercise pointless? :confused:

I like the idea of getting some feedback. It would reassure me that I'm doing the right thing. If I sent out forms and was told the same thing, such as "you talked too much", a number of times then I'd know that I had something that needed addressing.

If you get a one-off form where the client said something like the examples you posted, where they are complaining about something that clearly wasn't the case, or that they actually asked for, then I think that could safely be ignored.

I also like the "where did you hear about us" from at the bottom of the form to help with marketing focus, although I tend to ask this whenever I receive a phone call.

What I was thinking of doing was simply sending a letter/email to the client following the event thanking them for their business and stating that we hoped everything was to their liking on the night. That way a polite thing to do would be to send a response saying that it was a good/bad/indifferent night. If the client decides to reply then, depending on what they say, that reply could either be used for improvement or as a testimonial on the website.

I'm leaning towards emails as I think there's more chance of getting a response then via mail.

[Corabar Entertainment]

But how to you know it's their true opinion?? How do you know they've not sat down and ticked random boxes and/or written down "absolutely fantastic" just to keep you happy and to avoid you ringing them and having an enquiry.Because my customers know that I don't pester them :lol:

OK - no, I don't know how much thought they've put in to it (and TBH, I wouldn't expect someone to treat it like an exam), but you can draw conclusions over time with a lot of feedback: you can see trends, so you know it rings true (eg You might notice that one question is consistently answered one notch down that the others - ie one client will say excellent for the majority, but V. Good for one category, the next will give V.Good for the majority, but Good for the same category, etc then you know that one area needs to be 'pulled up' so to speak)

[rob1963]

In my opinion, if people don't receive feedback without having to actively seek it, they're clearly doing something wrong.

[Corabar Entertainment]

Yes, we know you think that Rob, but that isn't what the OP was asking.

[Jonathan Ford]

In my opinion, if people don't receive feedback without having to actively seek it, they're clearly doing something wrong.

I'd have to challenge you on that, Rob. I've only had feedback, in terms of emails, letters etc., on a handful of occasions in over 15 years, but have had plenty of repeat bookings, plenty of applause at the end of the night, and plenty of recommendations.

[RabbittsKaraoke]

In my opinion, if people don't receive feedback without having to actively seek it, they're clearly doing something wrong.

LOL Rob, you must enjoy it :zip:

[Solitaire Events Ltd]

If you get a one-off form where the client said something like the examples you posted, where they are complaining about something that clearly wasn't the case, or that they actually asked for, then I think that could safely be ignored.



So if you knew that wasn't the case, then what is the point in asking for feedback when you knew the sound system was good and you played the right music? :confused:

[rob1963]

In my opinion, if people don't receive feedback without having to actively seek it, they're clearly doing something wrong.


I'd have to challenge you on that, Rob. I've only had feedback, in terms of emails, letters etc., on a handful of occasions in over 15 years, but have had plenty of repeat bookings, plenty of applause at the end of the night, and plenty of recommendations.

If you're getting plenty of repeat bookings, applause & recommendations you're clearly doing a really good job, but in 15 years only a handful of clients have felt the need to send you en email, card or letter?

How bizarre!

:confused:

[Mark Wild]

How do you do it?

Do you send out paper forms post-event? Ask for feedback via email?

What kind of things do you ask for? Do you have an actual form or do you send a message asking for any comments?

This is something I'm going to start doing but don't really know the best way to go about it.

Thanks,
Chris.

I don't ask for it directly (I used to) but now I try a more subtle approach in email form, hoping the reply will contain some positive comments about the service I provided, if not no biggy. :D Here's my last attempt (sent Monday morning from Sundays wedding TBH, received reply this morning) -


Hi Bride,

Just a quick email to wish you and Gary all the best for the future, you looked absolutely stunning last night. I hope the service I provided was to your satisfaction and everyone had a good time.

Kind Regards

Mark Wild

Reply was.....

Hi Mark,

Thank you very much for your e-mail and for the DJ'ing - was fantastic and everyone was commenting on it!

I have attached a photo which I think captured your set-up pretty well - feel free to use it!

Thanks again
Bride

I never asked or hinted to receive a picture, but I've put it on the front page of one of my sites, sent her the link and will leave it there for a few weeks to maybe flatter the bride? www.weddingdjedinburgh.co.uk

[Solitaire Events Ltd]

Hi Bride,


Is that the way you always address your clients? :D

[Jonathan Ford]

If you're getting plenty of repeat bookings, applause & recommendations you're clearly doing a really good job, but in 15 years only a handful of clients have felt the need to send you en email, card or letter?

How bizarre!

:confused:

It doesn't strike me as bizarre, but then again I've only got my own experience to compare it to. If everyone else is getting tons of fan mail, then perhaps I am doing something wrong! However, I speak to every client at the end of the night, and their feedback face to face is always good.

Having given it further thought, considering services I might use, I can't remember the last time I gave unsolicited feedback. I didn't feel the need, for arguments sake, to write to my dentist to thank him for his work. Nor did I write to the guys who fitted my windows to thank them. I spend a few hundred a month with East Midlands Trains, but have never written to them either. I did, however, fill in one of their feedback forms handed to me when I renewed my season ticket...

[Mark Wild]

Is that the way you always address your clients? :D

Well I was trying to keep names incognito (as if you didn't know) but then realised I blurted out the grooms name anyway lol

[rob1963]

It doesn't strike me as bizarre, but then again I've only got my own experience to compare it to. If everyone else is getting tons of fan mail, then perhaps I am doing something wrong!

I don't get tons of fan mail, but I DO get feedback from quite a few clients which runs well into double figures each year.


Having given it further thought, considering services I might use, I can't remember the last time I gave unsolicited feedback. I didn't feel the need, for arguments sake, to write to my dentist to thank him for his work. Nor did I write to the guys who fitted my windows to thank them. I spend a few hundred a month with East Midlands Trains, but have never written to them either. I did, however, fill in one of their feedback forms handed to me when I renewed my season ticket...

I've sent letters to or emailed a number of different businesses over the years to thank them when they provided service levels far higher than my expectations.

Unlike you, this DOES include the company that fitted my windows!

I probably wouldn't write to my dentist, though, and there are some occupations where you just give a tip, so I think it does depend on the type of business to a certain extent.

[Javlingames]

What about the saying 'no news is good news'?

[womble]

So if you knew that wasn't the case, then what is the point in asking for feedback when you knew the sound system was good and you played the right music? :confused:

Personally, I wouldn't ask for feedback on the sound system specifically as I wouldn't expect the punter to know the difference between mine and yours, although they are worlds apart in a DJ's eyes.

In fact, as I said in my post, I'm thinking of keeping the feedback request very generic and optional by asking the general question "Was everything in the evening to your liking?"

I do ask if everything is going ok/went ok on the night but after the event the client has more time to reflect and, once written down, can be quoted as a testimonial.

[womble]

[QUOTE=Bellshill;447004]I don't ask for it directly (I used to) but now I try a more subtle approach in email form, hoping the reply will contain some positive comments about the service I provided, if not no biggy. :D Here's my last attempt (sent Monday morning from Sundays wedding TBH, received reply this morning) -


Hi Bride,

Just a quick email to wish you and Gary all the best for the future, you looked absolutely stunning last night. I hope the service I provided was to your satisfaction and everyone had a good time.

Kind Regards

Mark Wild

[QUOTE]

That's exactly the approach I'm thinking of, rather than ratings and tick-boxes.

[rob1963]

What about the saying 'no news is good news'?

It doesn't apply in this case.

[rob1963]

Hi Bride,

Just a quick email to wish you and Gary all the best for the future, you looked absolutely stunning last night. I hope the service I provided was to your satisfaction and everyone had a good time.

Kind Regards

Mark Wild



To me thats another way of saying "I'm writing to pay you a massive compliment...in the hope that you will pay me a massive compliment in return"

[Mark Wild]

To me thats another way of saying "I'm writing to pay you a massive compliment...in the hope that you will pay me a massive compliment in return"

And if they do return a compliment then surely it's deserved? Compliments on the night are all well and good but they don't prove to prospective clients people have been happy with your services. Personally I don't see any harm in asking for feedback, to me it's better than sitting back and waiting for it. ;)

[Spirits High]

I use the ones from DJEP and email a link the following day. I've tweeked them slightly to remove Americanisms.

I don't get everyone one returned but enough to update the testimonials on the website and have something on paper to show prospective clients at meetings.

[Big Mix Mobile Disco]

How do you do it?

Do you send out paper forms post-event? Ask for feedback via email?

What kind of things do you ask for? Do you have an actual form or do you send a message asking for any comments?

This is something I'm going to start doing but don't really know the best way to go about it.

Thanks,
Chris.

Hi,

All my clients have access to a client area login where they can make song requests, fill in planning forms, send referrals etc. One of the features is a customer satisfaction survey which gets sent out to them after the event.

They don't have to fill it in, but most people do.

[Shaun]

A typical post-event email I'd send...


Hello ________

Just a quick email to thank you for using 'Elite DJ', I had a great time being involved in your Special Occasion.

As I am constantly striving to improve the quality of my service, any comments good or bad regarding the service provided would be greatly appreciated. Should you have a spare minute this can be done via the link below.

www.elitedj.co.uk/clientfeedback.html

Thank you in advance for your time.


Additionally, any photos taken at your event can now be viewed and downloaded in the image gallery within your 'Client Area'. Enjoy!
https://www.elitedj.co.uk/clients/client_login.html

Kind regards

[Jonathan Ford]

It doesn't apply in this case.

So, by that logic, every event for which you don't receive written feedback must have been a failure?

[Marc J]

A typical post-event email I'd send...

Shaun, just a suggestion but you should use https://www.elitedj.co.uk/clientfeedback.html (https://www.elitedj.co.uk/clientfeedback.html) as the address to use for your feedback form.

Since you're asking for name / address / phone number etc., and these days no-one likes filling in even this information online if it's not SSL protected. Since you have an SSL Certificate you're as well using it.

You'd also have to quickly edit the code on the page to change the form post URL from: -


<form METHOD="POST" ACTION="http://www.elitedj.co.uk/cgi-bin/bnbform.cgi">

to: -


<form METHOD="POST" ACTION="https://www.elitedj.co.uk/cgi-bin/bnbform.cgi">

And also the 2 hidden form fields (thanks and oops pages) further down the code to use https as well.

Or just let me know and I'll change it, as it's probably something I should have done ages ago :eek:

[rob1963]

To me thats another way of saying "I'm writing to pay you a massive compliment...in the hope that you will pay me a massive compliment in return"


And if they do return a compliment then surely it's deserved?

Yes, just less deserved than one which wasn't "encouraged".


What about the saying 'no news is good news'?


It doesn't apply in this case.


So, by that logic, every event for which you don't receive written feedback must have been a failure?

I'm not saying that at all, and you're taking it to the other extreme.

I'm just saying that I disagree that "no news is good news". In other words, when you don't hear from the customer, that doesn't necessarily mean they think you did a really good job.

[Shaun]

Shaun, just a suggestion but you should use https://www.elitedj.co.uk/clientfeedback.html (https://www.elitedj.co.uk/clientfeedback.html) as the address to use for your feedback form.

Since you're asking for name / address / phone number etc., and these days no-one likes filling in even this information online if it's not SSL protected. Since you have an SSL Certificate you're as well using it.

You'd also have to quickly edit the code on the page to change the form post URL from: -



to: -



And also the 2 hidden form fields (thanks and oops pages) further down the code to use https as well.

Or just let me know and I'll change it, as it's probably something I should have done ages ago :eek:

PM Sent :)

[Mark Wild]

And if they do return a compliment then surely it's deserved?


Yes, just less deserved than one which wasn't "encouraged".

What a load of kak, I sometimes think you go against the grain for attention purposes with some of the comments you make. You're gauging how "deserved" good feedback is now and that's just ridiculous.

[Marc J]

PM Sent :)

Job Done :D

[Shaun]

Nice one, Marc. Much appreciated. :)

[soundtracker]

What a load of kak, I sometimes think you go against the grain for attention purposes with some of the comments you make.

The lights are coming on all over the world!

[rob1963]

What a load of kak

No, it's my honest opinion...whether you like it or not.


I sometimes think you go against the grain for attention purposes with some of the comments you make.

I'm not going against the grain, and I'm not after attention, Mark.

It does make me laugh that I'm more honest & open than many on here, but people have a go at me for it!

Are you suggesting I start lying about my views or not posting just because I think some people won't agree with me?


You're gauging how "deserved" good feedback is now and that's just ridiculous.

Yes I am, and no it's not ridiculous at all.

To me, good feedback received in response to me sending the client an email saying "I loved working for you, and you looked absolutely stunning. What did you think of the disco?" is less meaningful than a card, letter or email received out of the blue.

[Shaun]

Just a reminder, the OP is asking advice from those that actively seek feedback, the clue is in the thread title! If you don't actively seek it then why reply in this thread?




Actively seeking feedback

How do you do it?

Do you send out paper forms post-event? Ask for feedback via email?

What kind of things do you ask for? Do you have an actual form or do you send a message asking for any comments?

This is something I'm going to start doing but don't really know the best way to go about it.

Thanks,
Chris.

[rob1963]

Apologies Chris & Shaun.

[ppentertainments]

Back to the OP.

Consider ALL feedback you actually receive at present.

It is quite rare for me to recieve a letter or email giving feedback. However, I get thanked at the end of the night and phone calls to thank me afterwards.

This could be because I confer mainly by telephone and face to face with the client :confused:, also could be a regional preference (letters / emails I do get are generally from brides who live outside the area but choose to hold their wedding here).

Anyway, I asked a similar question a while back and I was advised (think it was Vectis ??) that I should maybe ask the client on the phone if it would be possible to use their verbal feedback for use on my website etc. TBH I have not done this yet but I think it is a good idea.

[rob1963]

maybe ask the client on the phone if it would be possible to use their verbal feedback for use on my website etc.

The trouble with that is you've got no way of proving it's genuine, whereas the originals of letters, cards & emails can be shown to prospective clients.

[Jonathan Ford]

Sorry to remain off topic....but stop the world!

Having stated that I hardly ever receive written feedback, I've just opened my emails and found the first "thank you" email I've had in a good three or four years! Today of all days!

[rob1963]

Having stated that I hardly ever receive written feedback, I've just opened my emails and found the first "thank you" email I've had in a good three or four years! Today of all days!

Nice one!

Get it on your website!

:thumbsup:

[ppentertainments]

The trouble with that is you've got no way of proving it's genuine, whereas the originals of letters, cards & emails can be shown to prospective clients.

And they aren't easy to forge :confused:

[rob1963]

And they aren't easy to forge :confused:

Not as easy as writing anything you like on a bit of paper & saying "This is what a client said to me"

After all, an email or letter will have the address it came from at the top, and in my experience they often say they will be happy to act as a referee if required.

[Corabar Entertainment]

...and in my experience they often say they will be happy to act as a referee if required.as do our clients via the feedback forms

Anyway.... can we PLEASE get this back on topic and kill the debate on whether or not they are a good idea.... this is NOT the subject of this thread.

Thanks!

[DeckstarDeluxe]

Just reading the latest Pro Mobile Mag that's come today and there is an article about this.

Ive not done it before because I don't want to be "bugging" them but I'm going to trial it and see what happens.

[yourdj]

I have not done any for ages.

I sent 20 emails for addresses yesterday and all got back to me with some really nice comments. I send them a form like this:

http://www.yourdj.co.uk/IMAGES/test1.jpg

looks good with the signature and some brief comments on :)

I always include an SAE & personal note and in future will do them in bulk at the end of the month.

[Mark Wild]

I had a card through the letter box while I was on holiday, I won't scan it and show you all though, oh go on then I will :o :o :p

[simonp]

I had a card through the letter box while I was on holiday, I won't scan it and show you all though, oh go on then I will :o :o :p

You could have at least tried to disguise your own handwriting Marky :lol:

[Mark Wild]

You could have at least tried to disguise your own handwriting Marky :lol:

:Censored: :lol: