{"id":1221,"date":"2020-10-08T07:47:53","date_gmt":"2020-10-08T14:47:53","guid":{"rendered":"https:\/\/blog.styleseat.com\/?p=1221"},"modified":"2020-10-08T07:47:53","modified_gmt":"2020-10-08T14:47:53","slug":"how-to-respond-to-client-reviews","status":"publish","type":"post","link":"https:\/\/www.styleseat.com\/blog\/how-to-respond-to-client-reviews\/","title":{"rendered":"How to Respond to Client Reviews"},"content":{"rendered":"

As a business owner, you need to respond to client reviews. If you don\u2019t, you\u2019re missing out on the opportunity to get important feedback, build relationships, and control the tone of your page. Think about it: If you aren’t engaging with reviews on a regular basis, how do clients know you\u2019re even reading them? <\/span><\/p>\n

If it’s not already a part of your marketing strategy, now is the time to start. Responding to each and every review can show your clients you are more than just a service \u2014 you are a brand, personality, and experience.  <\/span><\/p>\n

Leaving a<\/span> public response to a review (positive or negative) can be tricky. The way you respond can make or break a potential client\u2019s decision to book with you. Here are some tips to make sure each response you leave is professional, personalized, and represents your brand. <\/span><\/p>\n

\"Reviews\"<\/p>\n

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How to Respond to Positive Reviews<\/b><\/h4>\n

A common mistake business owners make is only focusing on negative reviews. Your strategy shouldn’t just be about damage control, engaging with positive reviews can help you build client relationships and turn satisfied customers into loyal clients who refer their friends and family. <\/span><\/p>\n

Be Personal
\n<\/b>Everyone likes to feel heard \u2014 make sure your responses are genuine and personalized so clients know you\u2019re listening. Tailor each response to your client by using their first name and mentioning a detail from their appointment. This shows the client that their experience was important to you and you see them as someone you love to help (not just a paycheck<\/em>). <\/span><\/p>\n

Be Professional
\n<\/b>Replying to positive reviews presents a great opportunity to build trust and establish your credibility as a stylist. In your response, feel free to give recommendations about other services or advice on how clients can care for their look outside of the salon. This reinforces that you are an expert and you care about your client’s needs. <\/span><\/b><\/p>\n

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How to Respond to Negative Reviews<\/b><\/h4>\n

Unfortunately, no matter how great your services are or how much your clients love you, <\/span>negative reviews happen. <\/b>It\u2019s something every business owner has to deal with. Your first instinct might be to take it personally and get upset \u2014 don’t<\/em><\/span>. In fact, if the majority of your reviews are positive, having a few negative ones proves to potential clients that your reviews are legitimate and not edited by you. Successful stylists have learned how to let go of the personal stuff, and instead, look at negative reviews as a branding opportunity. <\/span><\/p>\n

Be Personal
\n<\/b>Just like positive reviews, you should always use your client\u2019s first name and thank them for their feedback. Even if you <\/span>know<\/i><\/b> the client is wrong, this response is not just for their eyes \u2014 it\u2019s for all potential clients too. Let them know that you take feedback seriously and each experience is important to you. <\/span><\/p>\n

Be Professional
\n<\/b> <\/b>As hard as it might be, great business owners take the high road and apologize. Even if you\u2019re not sorry about the way you run your business, you can still be empathetic towards someone who didn’t enjoy their experience. You can say something like:<\/span><\/p>\n

\u201cHi Julie, I appreciate the feedback and I\u2019m sorry you didn\u2019t enjoy your experience! I hold my services to a high standard and I\u2019m sorry to hear they were not met during your appointment.\u201d <\/span><\/i><\/p><\/blockquote>\n

This shows potential clients you have integrity, you hold your business to high standards, and above all, you are a professional. <\/span>It\u2019s never a good idea to start a long conversation publicly, especially when you\u2019re speaking to a client who is upset. Instead, offer to contact them offline to resolve the issue:<\/span><\/p>\n

\u201cI just sent you an email with some additional questions! Let\u2019s see what we can do to fix this : )\u201d <\/span><\/i><\/p><\/blockquote>\n

Remember Your Brand
\nResponding to negative reviews quickly and professionally allows you to control the conversation on your site. Boost your image with potential clients by showing how reasonable you are and how dedicated you are to your brand integrity.<\/span><\/b><\/p>\n

Even if the bad review is uncalled for, it’s still a <\/span>public response \u2014 don\u2019t make excuses, always apologize and offer to make it right.<\/span><\/b><\/p>\n

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For more social media tips, check out these articles:<\/b><\/b><\/p>\n