Blueprint of a First Year

The Reviews Roll In

by NAILS Magazine | June 28, 2012

We’ve been reviewed and well-received by several blogs.

We’ve gotten nods of approval from a couple TV stations. Here’s a link to our last segment on 190 North:

And then, there was Yelp. One bad review on Yelp can make a business seem like a complete and utter failure. I remember dreading this day before we even opened our doors, and it has happened. We received a whopping two-star review from one of our Google Offers visitors.
What is it about bad and average reviews? We have so many guests who walk out of here with huge smiles on their faces, but then we look online and have a three-star review glaring in our faces. {And can it be honest here, it hurts my feelings!} No time for that. Let me slide into my business professional blazer and matching mindset to address the issue at hand.

First of all, I’ve finally accepted that we’re not going to be loved by everyone, and that’s OK. Personally, I’m not a huge fan of pedicure thrones. However, there are plenty of people who need a pedicure throne to make their mani-pedi service complete. Part of what makes Posh’aah special is the fact that we use uber-cute and easy-to-clean ceramic pedicure bowls alongside our custom Pedicure Sofa. Some will like it, and some won’t.

Second, how can we grow from this review-debacle? Like our critics, our die-hard fans have also been a little disappointed in our Shellac No-Chip color options. I think we need to better communicate why we’ve chosen this brand both online and in-shop. Our goal is to use products that cause as little damage to the natural nail bed as possible, and I firmly believe the Shellac No-Chip system accomplishes this goal. Also, the no-soak off remover wraps from Shellac speaks volumes. We need to become savvier in layering our Shellac colors and promoting nail art with Shellac. In addition, I spent some time reorganizing our Shellac color shelf to better display the range in color choices.

And finally, I responded to just a couple points that our two-star critic made. At first, I wasn’t going to respond. This goes back to point number one. People have the right to like what they like and dislike what they dislike. {To-may-toe vs. To-mah-toe OR Po-tae-toe vs. Po-tah-toe.} I liked the article in the most recent issue of NAILS that gave guidance for handling social reviews. I found it quite helpful given that we’re in the midst of this situation for the first time. Social media can go really good or really bad.

Altogether, I try to use all of our reviews as a growing opportunity. We’re a whole three-months old now. I can only imagine how awesome we’ll be when we turn three years old!

Time to go polish myself pretty.
—Makeda, Posh'aah Nail Spa, Chicago

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