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How many of you religiously hand out evaluation cards? I had a customer fill out an evaluation card and on the comments section she thought the it should be stamp, so it got me thinking. Of the operators that do that how many of you self stamp them? I hand them out to every customer but don’t stamp them. It’s not the cost of stamping them it’s the fact that it’s a waste if they don’t send it in. I know if the really like the job the will stamp it. That’s not what I am after. I want everyone to send in an evaluation card, so I know the true feelings and where I can become a better operator. Maybe a stamp meter? so then you only pay for what gets used. What are your thoughts?
for 2-2 months I handed them out to every one, told them if they would like to fill it out before I leave then I will batch them. if they would rather send it in directly I then put a stamp on them. by batch them I mean the 5 dollar cram as many as you can in the envelope the post office does type. still havent sent them in yet guess I had better start handing them out hope that helps
We stamp them and give them to every customer. 35% of them get sent back to us – which is pretty good – I think.
The use only stamp you are talking about has a monthyly fee associated with it. I think you have to hit a pretty good volume of cards in the mail to make it pay off.
Matt:
I have given stamped evaluation cards out on every job. I ask the customers to please take the time to send these in as the president of our company likes to know first hand how his franchises are doing.
Eventually I recieve these cards back and use the information to “tweek” whatever needs to be “tweeked”. If there is a problem it can be handled swiftly and I continue on. (Note: Each customer is asked before leaving if there are any concerns or issues that need addressing, and are they totally satisfied with the service.) If there is praise it humbles me and I continue on.
It is simular to we as franchise owners filling out that franchise 50 survey every year. It is one of several tools that can be used to gauge how a company or in our personal case our franchise is proceding.
There are those folks who will say words to another person and not to your face. This evaluation card presents an opportunity for these folks to vent or praise as they see fit.
I’m not exactly sure who all reads these cards back at corp headquarters. My guess is a few. There are occasions when Linda will call or email me to let me know of referral information written on a card when they had received it. I’ll get the card later when a HB shippment comes in.
The cards are a resource/tool that can be used for your benefit. I’ve kept all of the ones I have recieved over these past 5 plus years. I have them in a large “picture” type album. A while back the owner of a pretty fancy hotel in my area asked me who I was and what was I all about. I said nothing and handed her the albums containing over 1000 cards. Those cards spoke volumes. She didn’t read them all of course but got the jist of it pretty soon. It’s an very nice account and she’s a very nice lady.
check out http://www.hoteldonaldson.com.I wish you all well…
I always stamp. I figure they just spent a good amount of money with me, I feel a little cheezy about not stamping it. Make it as little effort as possible if you want them to use it.
Don’s comments are spot-on. I see all his cards . . . always exceptional!
Remember, they can fill out the evaluation cards online too, so don’t forget to mention that if you hand deliver your evaluation cards at the end of the job (it also says that on the bottom of the card).
I always tell them it would be quick and easy to “do it” online, and save half a dollar. Or at least it will be soon enough…
Thanks for all the replies. I got another shipment in today and there they were a small hand full of them. I looked at all of them and some lady said the only thing that she had negative is that she thought that should be stamped. That’s one in each shipment for the past two shipments. I tell people that you can do it online but don’t get a whole lot that do that. I think I will stamp everyone from now on. That way they will feel a little more obligated to send it in.
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