Can a simple haircut follow-up survey teach us something about customer feedback? Absolutely.

In this episode of So You Want My Feedback, we step outside the hospitality industry to review the follow-up email and survey from a regional hair salon. While the business isn’t a hotel or restaurant, the customer experience principles are exactly the same.

Jeff and Rich walk through the entire feedback journey—from the email invitation to the private survey and review request—and discuss what works, what could be improved, and why even well-designed feedback programs often miss opportunities because of small details.

Among the topics we discuss:

* The difference between public reviews and private feedback

* Why wording matters in survey invitations

* How businesses unintentionally reduce survey participation

* The importance of signing follow-up emails and making them feel personal * Missed opportunities to promote mobile apps

* A clean, responsive survey interface that gets many things right

* Why the feedback loop often receives less attention than other parts of the customer experience

Whether you work in hospitality, retail, personal services, healthcare, or any customer-facing business, this episode offers practical ideas you can apply to your own feedback process.

If you enjoy these real-world critiques, be sure to subscribe for more episodes of Feedback Matters and So You Want My Feedback, where we review actual customer surveys and feedback requests to help businesses create better customer experiences.