How to Approach Online Customer Reviews

The words “online reviews” can be daunting, especially for those salon owners who aren’t very tech savvy so we have compiled a little guide on how to approach online customer reviews.

Whilst an online review is no different to feedback over the telephone, an email or a client standing at your reception desk, how you handle online reviews sometimes need more consideration. In most cases, being able to deal with customer feedback face-to-face is just as important, however when it comes to an online review, words written about your business can be viewed by a vast amount of people.

In the millennial world, the internet is the go-to place for people to find the best places to eat, shop, sleep and to feel good. So in a time where there are accessible platforms for people to interact and respond with businesses, how can you best approach online customer reviews as a salon owner?

Reviews aren’t just for the hair and beauty sector, they can be anything from restaurants and bars, to hotels and day-out experiences. But when you work in the hair and beauty industry, your clients have a very personal experience with you which can encourage people to write their thoughts about your business online — good or bad.

So how can you encourage your clients to post positive reviews about your business? One of the easiest ways is to constantly keep your clients updated with what is going on, from before and after photos to ensuring all business information on your website is accurate. Also speak to your clients after they’ve been in for their treatment to ask how they found their experience, and whether they would mind writing a testimonial for you. Facebook is a great platform for asking your clients to speak up on as it also includes a ‘star’ rating.

It is best practice to respond to all reviews, whether negative or positive as you want to show your clients and prospects that you are a business that cares. Thank people for the great reviews and apologise to those who have had a bad experience. Once you’ve shown that you are sorry for a client having a bad experience with you, ask if they could send you a private message with further details of their issue or complaint. This shows that you are willing to take this type of feedback on board and want to do something to fix it, but also that you appreciate confidentiality.

Remember that good customer service doesn’t end when a client leaves your salon, so if you pride yourself on offering a great experience for your clients, make sure that this is translated and reflected online.

Do you have any top tips as a salon owner on how to approach online customer reviews? Leave us a comment below on how you deal with your clients, whether the feedback is good or bad.