How to Appropriately Respond to Negative Salon Reviews

April 9, 2024

In today’s digital age, the online reputation of our salons holds significant weight in the eyes of potential clients. Online reviews serve as a window into the experiences of past customers, and influence the decisions of prospective ones. 

Positive reviews act as powerful endorsements, instilling trust and confidence in potential clients. They validate the quality of our salon services and can be instrumental in attracting new customers. Conversely, negative reviews can have detrimental effects on your salon’s reputation if left unaddressed. They not only deter potential clients but also raise doubts about the quality of your services. Mishandling negative reviews can exacerbate the situation, leading to further damage to your salon’s reputation. Worrying right? Not if you handle the situation correctly.


Common Types of Negative Reviews

Identifying different types of negative reviews is crucial for understanding their impact and tailoring appropriate responses. These reviews can range from service complaints, such as dissatisfaction with a haircut or color, to issues with scheduling or staff behavior. By recognizing the varying degrees of severity in negative salon feedback and analyzing the potential reasons behind them, you can effectively address underlying issues within your salon and keep your clients coming back.

Immediate Steps After Receiving a Negative Review

Monitoring Review Platforms

Regularly checking review platforms for feedback is essential for staying informed about customer sentiments. Responding promptly to negative reviews demonstrates active engagement and a commitment to customer satisfaction. Use salon software and resources to efficiently monitor salon reviews across different platforms. If you have a Google My Business account and your salon on google maps, it is essential that you keep your  reviews answered and your  profile up to date to ensure you attract potential customers that are using Google.

Assessing the Validity of the Complaint

When handling negative reviews, it’s crucial to assess their validity before responding. Analyze the specifics of the complaint objectively and pay attention to details and examples provided by the client. This helps you gain insights into areas needing improvement.

Not all negative feedback is equal; some may highlight valid concerns such as staff training while others may contain unwarranted criticism. It’s important to differentiate between the two and prioritize addressing legitimate issues. Internal feedback from your team can provide additional perspectives. Consider the client’s viewpoint and try to understand their concerns fully. This approach will help you craft effective responses and tackle underlying issues within your salon.



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Una publicación compartida de PHOEBE PANES (@phoebepaneshair)

Crafting Professional Responses

The Art of Apologizing

When responding to negative reviews, it’s essential to apologize sincerely and acknowledge the client’s experience

Avoiding defensive language and maintaining a humble tone demonstrates empathy and an understanding of the customer’s concerns. Start by expressing a sincere apology to the client for any inconvenience or dissatisfaction they experienced. Acknowledge the specific concerns mentioned in their review to show that you’ve carefully read and understood their perspective. This validates the client’s experience, which can help rebuild trust and goodwill. Avoid the temptation to be defensive or dismissive in your response, even if you disagree with the client’s assessment. Defensive language can escalate the situation and further alienate the client. Instead, maintain a humble and respectful tone throughout your response. 


Offering Solutions and Next Steps

When responding to negative salon reviews, it’s essential to not only acknowledge the client’s concerns but to also provide tangible solutions and demonstrate a proactive approach to addressing the issues raised. For example, if the complaint pertains to service quality, consider offering a complimentary service or a refund to rectify the situation. If the issue is related to scheduling or cancellation policies, propose measures to streamline the booking process or improve appointment availability. 

Tailor your solutions to the specific needs and concerns of the client to show that you’re committed to resolving the issue effectively. Encourage the client to reach out to you directly to discuss their concerns further or seek resolution. Provide contact information such as a phone number or email address where they can reach a member of your team. This demonstrates transparency and accessibility, allowing the client to engage in a constructive dialogue to address their concerns.


Keeping It Concise and Respectful

Maintaining a respectful and professional tone while addressing the key points raised in the review is crucial for effectively managing negative feedback and creating a memorable salon experience

Strive to keep your responses concise and to the point. Avoid delving into unnecessary details or providing excessive explanations, as this can detract from the main message and potentially escalate the situation. By keeping your response precise and respectful, you demonstrate that you take the client’s feedback seriously and are committed to addressing their concerns in a timely and efficient manner. This approach fosters a positive interaction and helps to diffuse any potential tensions, ultimately working towards resolving the issue and preserving your salon’s reputation.

Building a Positive Online Presence

Encourage Satisfied Clients to Share Positive Experiences

Actively encourage satisfied clients to share their positive experiences by leaving reviews on various social platforms and consider incorporating a gentle reminder to leave a review at the end of their salon visit or including a request in follow-up communications. Express gratitude for their loyalty and encourage them to share their feedback to help others discover the services your salon offers. Share photos and testimonials from satisfied clients to highlight their transformations and positive feedback. Engage with your audience by responding to comments and messages promptly and fostering a sense of community around your salon brand. You could also get creative in your salon and create a card to give to clients when they leave asking them for a review and really utilize your salon facilities by adding QR codes and putting them in prominent places such as on your salon mirrors that will direct clients to online reviews or google maps, Using social media is a great way of showcasing stuff so think out of the box and successfully grow your hair salon business.


Responding to Positive Reviews with Gratitude

Maintain a balanced approach to responding to both positive and negative reviews to showcase your salon as responsive and engaged. While it’s essential to address negative feedback promptly and constructively, don’t overlook the importance of acknowledging and responding to positive reviews as well. Balancing responses demonstrates your commitment to customer satisfaction and helps you gain visibility. It also reinforces the positive image of your salon to potential clients browsing online reviews.

By responding to positive reviews with gratitude, encouraging a culture of appreciation for clients who leave feedback, and balancing responses to both positive and negative reviews, you can build strong relationships with your clients and further empower your business.

Remember, negative reviews are an inevitable part of running a business, but how you respond to them can make all the difference. If you approach each review with empathy, professionalism, and a willingness to find a resolution, you’ll be better able to maintain a positive reputation for your salon. For more business tips and advice, head to our 24/7 e-learning platform, #RevlonProAlwaysOn. To stock up on all your professional products, go to Revlon ProShop (for client’s only).


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