How to Handle Negative Review

As a salon owner, receiving a negative review can be disheartening. However, it’s important to remember that negative reviews are an opportunity to learn and improve your business. Here are some tips on how to handle a negative review as a salon owner.

Respond Quickly:

When you receive a negative review, it’s important to respond as quickly as possible. This shows the reviewer and other potential clients that you take their feedback seriously and are committed to resolving the issue.

Apologize:

Start your response with an apology for the client’s negative experience. Let them know that you’re sorry they didn’t have a positive experience in your salon and that you’re committed to making it right.

Address the Issue:

Be specific in addressing the client’s concerns. If they had an issue with a particular service or staff member, acknowledge the issue and let them know what steps you’re taking to address it. This can include offering a refund or discount on their next visit.

Keep it Professional:

It’s important to remain professional in your response, even if the reviewer was not. Avoid getting defensive or engaging in an argument. Remember, your response is public and can be seen by other potential clients.

Follow Up:

After you’ve responded to the negative review, follow up with the client privately. This can be through a direct message or email. Let them know that you’re taking their feedback seriously and that you’re committed to resolving the issue. This can go a long way in building trust with the client and turning a negative experience into a positive one.

Learn from the Experience:

Use the negative review as an opportunity to learn and improve your business. Take the feedback into consideration and see if there are any changes you can make to prevent similar issues from happening in the future.

Not a Real Review?

If the review was from a non existing client, or was left from a spam account, professionally note that your business did not provide any services for this individual and you have no record of them coming into your business.

Receiving a negative review can be tough, but it’s important to handle it professionally and learn from the experience. By responding quickly, apologizing, addressing the issue, keeping it professional, following up, and learning from the experience, you can turn a negative review into a positive one and improve your business in the long run