How (and why) you should get more reviews for your salon.

All businesses run on positive reviews, and your salon is no exception. 

Did you know that 96% of unhappy customers might not say a word to you, but go ahead and tell 15 people about your bad service? Now, add online reviews to the equation. This is how important a customer’s opinion is when it comes to making (or breaking) a business. 

You’re the perfect example for this. Take a look:

Whenever you’re about to buy anything; clothes, books, or someone’s services... what’s usually the first thing you do?

You check the product/service reviews.

And you’re right! No one wants to buy something or hire someone who isn’t trustworthy. Whether you’re checking how many “stars” the product or person has or the feedback they’ve received, you’re protecting yourself as a customer by choosing the best options for you. 

If your salon’s positive reviews overpower the negative ones, rest assured you’ll get a steady stream of paying customers. Why? Because most of the people who went in loved your service, and the feedback is there to prove it. Reviews are nothing but FACTS that’ll keep them coming. 

Now for the million-dollar question…

You’ve probably noticed I didn’t fit the word “positive” in there. That’s because negative reviews are inevitable, and even encouraged. 

It’s the same thing as when someone says “you can’t make everyone happy”. It’s true, you can’t. But 20 negative reviews when compared to, say, 100 positive ones is a huge step. That’s what you should strive for--improvement, not perfection.

So, how to get those reviews in the first place? 

Step 1: Offer great customer service

Most “how to get reviews” articles focus on the reviews only, and not on what comes before them. And that’s outstanding customer service. 

Make sure you and your team are trained to give all of your customers the best possible experience. From quickly replying to any doubts on social media to being professional and kind throughout their treatment, that’s the kind of conduct they value. 

Great customer service also entails:

• Investing in and using high-quality products.
• Never (ever!) arguing or lacking respect with your customers.
• Replying to their messages and e-mails as quickly as possible.
• Making them feel valued and special. 

Follow good customer service guidelines, and 5-star reviews and testimonials will be the rule for your salon. 

Step 2: Be strategic when asking for reviews

Won’t you come off as desperate if you ask for reviews?

The answer is no! 

Truth is, if you don’t ask for the review, you’ll probably never get it. Your customer might not even be aware you’re collecting them, so it doesn’t hurt to let them know. 

Still, there’s a right and wrong way to approach your customers.

The wrong way: “Could you leave a 5-star review and a nice comment on our site/profile?”

Now that sounds desperate. What if the customer didn’t feel like the salon deserves 5 stars, but rather 4? What if they want to leave a line of constructive criticism instead? It’s their call, not yours. By doing that, you might discourage them from leaving any comments at all.

The right way: “Hey, could you leave us a review whenever you get the time? It means a lot to us.”

And there you have it. A kind, honest approach they’ll likely remember. If they don’t, don’t nag them. You can get reviews from other customers.

Another tip is to never rush them or ask more than once. Wait until you’re done with their appointment to let them know you’d love to get a review from them. 

Step 3: Make reviews accessible and quick

Whenever you ask a customer to leave you a review, be sure to let them know where (and how) they can do it. 

Will they fill out a form in your salon? Will they have to access your website? Whatever you choose, you need to make it ready and simple.

Of course, you won’t make them answer pages of questions. Something simple like a star-rating system and a small section for comments will do. If you’d prefer, add a small optional section for constructive criticism, but keep it at that. Remember that customers might be in a rush!

Did you know...

Our apps for salons & barber shops can come with a review system, that is quick and simple for your customers to share feedback and rate your service. More importantly, you're in complete control, able to publish, unpublish or even delete reviews with just a few clicks.

Click here to learn more about these apps and the review system.

Step 4: Don't be scared to flaunt your reviews

Got one or more sizzling 5-stars? Use them. They’re your most powerful advantage. 

If you can, create a highlight section on social media dedicated only to your best reviews. This will help potential customers find them easily and immediately know they’re in the right place. 

If you have a website, it’s a great idea to reserve a testimonial section to your homepage. Add the best reviews as a slideshow, or create a separate page for them. Believe it: they play a crucial role in prospects' decision-making process.

Step 5: NEVER reply rudely to bad reviews

It’s tough. No one likes to have their work publicly diminished. But hey, it happens. And the sooner you learn to deal with it, the faster you and your business will grow. 

Some bad reviews will contain good advice in disguise. In this case, it’s a bonus. But some of them will be downright awful, and maybe even unnecessary. You’ll be mad and frustrated, and want to reply at the same level. 

DON’T. 

Potential customers will read that, and in their heads, you could treat them just as badly. So, it’s a no-no.

Your approach should be to remain classy. Apologize, and tell them you’ll do better next time. Finish off by telling them their comments help your business improve, and that you’re thankful. Is that hard to do? You betcha. But that’s also how you win.

You can also help you customers give you better feedback. If you see a negative review, you could reply by saying "If you had told me about this at the time, I could have done something about it. Next time, please ask for me personally if you're not 100% satisfied"

Earning reviews for your salon will get easier the more you do it. In fact, customers might be so happy with your service, you won’t even have to ask them in the future.