A happy client brings more happy clients. Nothing brings them in more than a glowing recommendation. According to a 2017 survey, 88% of consumers now trust online reviews as much as personal recommendations. In the same survey, around 30% of the participants said they checked out reviews before choosing a salon. Positive recommendations will drive clients into your chairs! If you’re new to reviews, Google Reviews is good place to start engaging with your customers and increase your salon business.
Getting Those Google Reviews
First things first! Set up or claim your Google My Business page. Then, you can start getting those reviews. Ask a happy client to leave you a review, or post a sign by your workstation. If you’re tech savvy, send your client an email 24 hours after the service with a link to your Google Business page. Just like you, your clients are busy people, so make it easy for them. Take a quick second & show them how to leave the review on Google.
- Clients must be logged into their Gmail account to leave a review.
- Go to the browser (Safari, Chrome, etc.) on your phone, and do a quick search for the salon/stylist.
- This will take you to the specific business page.
- Go to the Reviews tab in the middle.
- Scroll down until you see the five stars and “Rate and Review on Google”.
- Click on the stars and it will bring up the review page. Put in the stars, type up some comments, and post! It’s done!
Reviews in Google My Business
There are multiple ways to see your reviews. Once you have Google My Business set up, you will start to receive emails when clients leave you a review. The email will link straight to the post for you to respond. If you have the Google My Business app for iPhone or Android, you can see all your reviews there, and reply quickly from your phone. Go ahead and respond to any review-good or bad! Either way, it shows that you care about what your clients are saying about you in the online space.
Responding to a Negative Review
So, you got a bad review from an unhappy client. It’s never fun to get bad feedback, but your response is the most important part. Potential clients are looking at the responses. Around 30% say they read review replies when researching local businesses. Without a reply, a poor review will appear the business doesn’t care about the experience. Here are a few tips about responding to help the situation:
Listen to the Complaint
Reading the reviews help you to see a pattern-good or bad-about your services or salon. It can open your eyes to operational or staff problems. It also helps to talk to others on staff to find out where the problem may have started. Before responding, always be sure to investigate so you can have clear, full picture of the situation.
Respond Like the Pro You Are!
First, let the reviewer know that you empathize with their situation, and thank them for reaching out. Acknowledge the issue, and explain your normal customer experience. Offer to take the conversation offline, via email, phone call, or private message. A back and forth conversation in the comment section is less than ideal. Then, you can diffuse the situation without the internet audience. Negative reviews, when handled appropriately, can turn into positive experiences. By responding, you prove that you can about your customer’s salon experience!
Reviews are important to your online reputation. Handling the reviews, good and bad, proves to your clients that you genuinely care about them, and shows potential clients that your salon is the place for them!