Getting Gold: User feedback best practices

The purpose of this content is to help you with the task of connecting with our merchant customers to understand and communicate to product the concerns, desires, frustrations of Salon/Spa operators with the goal of improving our product.

Pre requisites:

1. Understanding of the industry
2. Understanding of industry and individual salon challenges
3. In depth Reach product knowledge
4. Understanding of the Reach Product  Feedback form uses and process for  product enhancement
5. Understanding of the challenges Reach solves for merchants
6. Inquisitive mindset

Background

1. Merchants want to help us help them
2. Reach does a great job, but  can ALWAYS get better
3. Reach will never be 100% complete
4. Merchant feedback is GOLD
   1. I love Reach  because _____
   2. I wish Reach could do _______
   3. I don’t like Reach because ____
   4. If  they leave off the “because”, that is your  chance to probe

Steps

1. Build  rapport
2. Empathize
3. Establish credibility
4. Communicate the process
   1. All feedback is important  to us
   2. All feedback is communicate to our  product  team
   3.  “Production issues” take the highest priority, we will drop  everything to  solve these
   4. Product suggestions: every suggestion gets submitted to the Product team
      1. Studied  and prioritized
      2. Nothing is unimportant, dig  deeper..
5. Ask relevant questions
6. Do not commit to timelines unless one is provided to you
7. Most important: ask questions about the problem, do not try to solution.

Good probing questions

• Tell me, in as much detail as you can, what the problem is?
• How does this issue affect your  business operations?
  • Do you/employees  loose productivity?
  • Does it create a bad client experience?
  • Do you lose clients?
• How many employees or clients  does the affect?
• How  much time do you spend on this daily/weekly?
• How often does this problem happen?
• If  you  had this feature, how  much time/money would it save you daily/weekly?
• How do you solve this issue now?  Who does it? 
• If you could  wave a magic wand, how would  Reach solve the problem?