How to Handle Negative Client Reviews
As a beauty professional, your clients’ online feedback is critical in how others perceive your business. Of course, we all want to make our clients happy, but the truth is that you’ll probably encounter a negative review at some point in your career.
Since most clients will Google your business before booking an appointment, reputation management is a tool you should have in your toolbox. When you’re ready to make the most of your investment in your beauty studio, be sure not to let a negative review rattle you. Need tips for navigating this situation? Here are our recommendations for handling it like a pro:
Monitor and Respond to All Reviews
When you’re busy running your beauty business, it might seem unnecessary to read and respond to every review that comes in. However, engaging with your reviewers and letting them know that all feedback, whether positive or negative, is seen and worth a reply shows your dedication to client relationships.
Whenever you’re notified that a new review is in, we recommend pausing and scheduling time to write a response. Your replies don’t have to be long–a simple sentiment is appreciated by the reviewer and noticed by those browsing your page.
For example, you could respond to a positive review with something like this: “Thank you for taking the time to let me know how I’m doing! It was a pleasure working with you to accomplish your vision.”
Attempt to Problem Solve
When a negative review comes your way, the first step is to take a deep breath and avoid jumping into defensive mode. If a client seems frustrated rather than belligerent, it’s often best to see if you can make it right.
Let’s say that a client feels that they clearly communicated what they wanted but are unsatisfied with the results. If they leave a negative review expressing their disappointment, you can do a little damage control by taking an understanding tone.
As an Indie, you have the flexibility to take whatever approach you’d like–so if you feel that it’s worth it to correct the situation, you have the freedom to do so. When responding to a review by a disappointed or frustrated client, express something such as, “I’m sorry to hear that you were anything but thrilled with your salon experience with me. I’d love the chance to make it right, so please contact me to see what we can do to make it right and ensure your satisfaction.”
Be Bold When Necessary
Although taking steps to problem solve is the preferred option, sometimes that’s just not possible. If you receive a review that’s filled with untrue information, it’s appropriate to stand up for yourself (especially if you have an abundance of glowing reviews to back you up). Although you’ll want to remain professional in your response, you can be assertive when it’s warranted. You can also report false reviews on the source, such as on Google for example, to determine whether a review can be removed.
Making the move to an upscale beauty studio can catapult your business to the next level. Although your new space will make a great impression on clients, it’s important to be prepared for a negative review at some point in your career. It’s always disappointing to receive less than stellar feedback, but the tips mentioned here can help you handle anything that comes your way.
When you join the Indie family, you’ll never have to navigate the challenges of entrepreneurship alone. Our network of beauty pros is here for you, and part of what makes life here so special is the support that our community offers. Plus, perks like our wholesale beauty supply program and continuing education opportunities mean that there’s always room for growth. If you’d like to tour our stunning locations in Boulder, Denver, Lone Tree, or Cherry Creek, contact our Market Manager, Kandice Meylan. Call or text Kandice at 303-792-8222 to schedule your appointment.
