Feedback calls after a salon visit: what to ask and how to handle a complaint
Sado AI team · · 4 min read
In short
A feedback call is made a day or two after the service and takes no more than a minute. Three questions are enough: a score from 1 to 5, what they liked or didn’t, and whether to book the same master next time. If the client is unhappy, don’t interrupt, apologise and say a manager will call the same day. Record the answers: low scores become talks with masters, high scores become the next booking. An AI operator can make these calls too.
Why a call and not a text
Few people answer a text survey, and an unhappy client doesn’t answer at all: they just go to another salon. On a call the client says it in their own words: “the colour faded in two days”, “the master was on the phone a lot”. Those sentences are the most useful information a salon gets.
There’s another benefit: a happy client books the next visit right there.
Whom to call and when
- One or two days after the service: by then hair colour, nails or lashes show how they’ve held. The same evening is too early.
- Always call first-time clients, those who saw a new master, and after expensive services.
- Regular clients not every time: for example, once a quarter is enough.
- Daytime or early evening, not late: for example 10:00–20:00.
- Never call again someone who said “don’t call me”.
Three questions are enough
- Score: “You had a manicure with Gulshoda yesterday. How would you rate it from 1 to 5?”
- Reason: “What did you like, and what didn’t you?” Then stay quiet and let the client talk.
- Next step: “Shall I book you with Gulshoda again next time?” A happy client often names a day straight away.
Don’t ask more than three questions. A long survey tires people, and the answers get shorter and shorter.
When the client is unhappy: a sample call
Sado: Assalomu alaykum, this is Malika from Durdona salon. Munisa, you had a manicure with us yesterday. How would you rate it from 1 to 5?
Caller: A three. Within two days the polish came off one nail.
Sado: I’m sorry, that shouldn’t happen. We fix it free within a week. When could you come in?
Caller: Tomorrow evening?
Sado: Yes, you’re booked for tomorrow at six. Our receptionist will also call you today.
Caller: All right, thanks.
Sado: Thank you for telling us. See you tomorrow!
The free fix within a week is the example salon’s rule. The operator states only the rules the salon has set and promises nothing beyond them.
What to do with the answers
| Answer | What happens | Who |
|---|---|---|
| 5 or 4 | Offer the next booking; if they wish, send a link to leave a review on maps | Operator, receptionist |
| 3 | Tell the master what wasn’t liked, review weekly | Receptionist |
| 2 or 1 | Call the same day and agree a fix | Manager |
| “Don’t call” | Remove the number from the list | Automatic in Sado |
Once a week, look at the average score per master. If the same complaint keeps coming up about one master, talk to them in person.
Handing feedback calls to an AI operator
With Sado’s AI outbound calls you upload yesterday’s clients in the Auto-calls section or take them from your CRM, and choose “Survey”. The operator talks with each client in Uzbek or Russian and writes the score and comment into separate fields. Answers download to Excel. Each call’s card with the recording can also go to the salon’s Telegram group, so you see an unhappy client the same day.
You can ask the portal’s assistant, “Yordamchi”, “Who scored below 3 yesterday?”. Other jobs: AI receptionist for beauty salons. Try it live or call 78 778 01 23.
Questions
Should we call every client?
Not necessarily. Call first-time clients, those who saw a new master, and after expensive services. Regulars only now and then.
How much does such a call cost?
Sado charges only for talked minutes: 800 so‘m a minute, no monthly fee. For example, 30 one-minute calls a day: 30 × 800 = 24,000 so‘m.
Can we ask a happy client for a review?
Yes, once and politely. If the client agrees, the receptionist sends a link to your maps listing or Instagram. Don’t promise a gift for a review.