MENU
SEARCHAt some point every salon owner is going to come face-to-face with negative online reviewers, but it does not have to be doomsday for your salon or spa.
Our industry thrives on customer referrals and positive reports to build clientele and increase revenue. It is often said that the best form of advertising, especially in the beauty biz, is word-of-mouth.
Positive online reviews can drive your business, providing excellent word-of-mouth marketing. Conversely, negative reviews can hurt your business, causing you to lose potential clients and revenue. At some point every salon owner is going to come face-to-face with negative online reviewers, but it does not have to be doomsday for your salon or spa. Negative reviews can equal critical feedback for improving the way you run your salon. Be objective, and think of it as constructive criticism.
Not if, but when, you experience negative online reviews, below are some practical tools that will help you emerge in a positive light.
1. Do not ignore it. Ignoring the issue will not make it go away; in fact, it can make it worse in some cases. You want potential customers who read reviews to see that you are actively trying to satisfy dissatisfied customers.
2. Do not argue. Being defensive will only make you look bad. Even if the statements are false or erroneous, be sincere in your responses and stick to the facts. Remember, people who read reviews are also reading your responses. Your responses will reflect your character and business ethics.
3. Respond promptly. Responses to negative reviews should come from the owner or manager, a person in authority who has the power to do something to correct the situation. You should be sincere, and invite the reviewer to contact you directly to discuss further. Sometimes, people simply want to be heard.
4. Rectify the situation. In your response, you should be specific about how you plan to resolve the issues raised.
5. Ask the negative reviewer to write another review. If you were able to come to an understanding, and talk the reviewer into giving you another shot at satisfying her, ask if she would be willing to submit a follow-up review discussing her most recent experience. If you did what you were supposed to and provided her with excellent customer service then she will likely be more than happy to oblige.
Negative client feedback can be the best form of learning how to improve customer service. Remember, it is our failures that make us great, not our successes. So listen, assess, and use the opportunity to learn from negative reviews to improve upon your business.
Square data shows that regular customers tip 11% higher and are shared across 32% of businesses in the same ZIP code, driving thousands of dollars in additional revenue per connection.
When Bowie Lau and Jeffrey Ching opened JBW Jeffrey Ching Salon in 2011, they weren’t just launching another luxury hair destination—they were building a business rooted in passion, artistry, and thoughtful growth.
Sponsored by Amex
Inside the Systems That Power an Elevated Salon Experience From seamless online booking to a team-first culture, J Gold Salon in Atlanta offers more than great hair—it delivers consistent, high-touch service with the help of partners like Boulevard and American Express.
Sponsored by Amex
Want to grow your career as a beauty professional? K18 Sales Manager Sabrina Sanborn shares advice on networking, mentorship, and self-advocacy—from attending hair shows to finding the right guidance to reach your goals.
A combination of clear policies, effective communication, and strong client relationships has helped me create a more reliable and efficient booking system.
Founded by Cleveland serial entrepreneur Shaura Rodgers, Nailtorious has grown to include a nail supply megastore, training facilities, and retail line for nail techs.
This period after the holidays can bring on a huge lull for hairstylists. We asked Cosmo Prof's team of professionals to offer their best advice on how to deal with the January-February slow period.
Key highlights include a push toward inclusive spaces for all abilities, an emphasis on maximizing livable square footage, and a continued love for modern farmhouse exteriors.
The busy holiday season is here, and with it comes jam-packed days, last-minute client requests and booming retail sales. For many salon owners, the highlight of the season is Small Business Saturday® (SBS). This year on Saturday, November 30, consumers can take their shopping into the small businesses in their communities.
Sponsored by Amex
Want to become savvy about your personal finances, but don't quite know where to start? Anna Manukyan identifies six important concepts for building a strong financial foundation.
Salon owner Nuri Yurt had a dream of owning a salon on New York City’s Madison Avenue. "Through perseverance, hard work and stellar customer service, he and partner John Kaygisiz founded Toka Salon in 2007.
Sponsored by Amex
This guide is your one-stop shop for a plethora of technology tools, software and services created to keep your salon or spa thriving.
Anna Manukyan shares a breakdown of what different types of financial accounts should be used for.
Vagaro has consistently been at the forefront of salon software technology, helping businesses be more efficient, create more effective communication, and even improve company culture. Now, Connect by Vagaro, the platform’s two-way communication capability, and Vagaro’s new generative AI tools are giving owners new opportunities to grow and expand.
Sponsored by Vagaro
Young Nails' Greg, Habib, and Tracey discuss whether getting too close to clients can damage your business.
This list of watch-outs from @jodydoesjels prompted us to reach out to her and learn more. We had already fallen for her hand-painted designs and now we wanted to know more about this list she created to help clients decide if she was the nail tech for them.
Education is necessary for beauty professionals to maintain their cosmetology licenses, and paying for that education can be burdensome, but it doesn't have to be. Understand which education tax credits can help you offset those costs.
