Tip 2: Find out what's going on and take action

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Take the time to examine the reason for the customer's dissatisfaction and disappointment. Think about what can prevent unpleasant experiences for your customers in the future. Sometimes a quick fix in the form of a complaint, discount or gift certificate is enough, other times a more complex solution is needed , in the worst case scenario, the dismissal of the employee.

If you want to create a gift certificate, you can find the full procedure in the article How to create a gift certificate .



Don't defend yourself.
Even if you disagree with the evaluation of your beauty service, it's best to take a deep breath, control your emotions, and let your response go through your head. Don't write off immediately after reading, approach the writing off responsibly.

Do not question the truth of the client's claim, do not argue, and especially do not respond aggressively or combatively. If you start arguing with the client, their original complaint gains strength, which can ultimately cost you your reputation!

An emotional response would be much buy phone number list more expensive for you in the long run, so it's better to respond to a negative comment when you're calm and have, as they say, "a cool head."



Respond to reviews calmly and promptly



Tip 3: Respond promptly and calmly
Regardless of whether the complaint was justified or not, you should respond to negative reviews within 24 hours. Always acknowledge the individual's current state of frustration and thank them for their feedback. If an apology is appropriate, it is appropriate to offer it sincerely. ( Source ).

This means that if you are not truly at fault, you do not have to take responsibility. If a client shows up an hour late for an appointment and complains that you were unable to accommodate them, you do not have to admit fault. It is enough to express your understanding of the situation and regret for their negative experience.

Always try to contact the reviewer directly – in a private message – to avoid exchanging opinions online where everyone can see it. 33% of negative reviews turn into positive ones after receiving a response from the company. To turn negative reviews into a positive experience, show your customers that you take them seriously and actively work to resolve the issue.