The immediacy of online reviews has meant anyone who desires to do so can post feedback about his or her experience at a hairstyling studio. This reality could make respective owners and managers feel relieved, in the case of a person who posts a very favourable review, and conversely cause quick discouragement, particularly when someone seems intent on telling the world how an experience wasn’t fantastic.
Bad Review, Bad Reputation?
Whether it was because perhaps you didn’t carry the kind of beauty salon supplies that person was expecting, or maybe they left the premises not feeling satisfied with the results of a new cut, yet didn’t say a word to anyone before leaving, the quality level of online reviews can seemingly make or break the reputation of your business. However, some people believe even bad reviews can be beneficial in their own ways. Keep reading to learn why.
It’s All In the Perspective
Consider the possible consequences if someone writes a review about your studio and complains how the environment is not suitable for children, possibly because that person came through the door with a family of five kids, and only wasn’t satisfied because your styling team couldn’t drop other responsibilities and take the children for haircuts right away.
You’d be hard-pressed to find any customer who’d admit to wanting to hear the constant chatter of energetic children when getting a new colour on his or her strands, or perhaps sitting at the manicure table. Therefore, the fact your business isn’t perceived as being ideally laid out for huge groups of children might actually be an advantage to someone who is in the mood for a quiet, rejuvenating experience.
How You Respond Matters
There also may be some instances where someone has something bad to say and there’s just no way of putting a positive slant on it. In those cases, a person may feel upset after having to wait two weeks for an appointment for her treatment at one of your salon workstations, or perhaps perceives the price of some of your professional salon supplies as too expensive.
After receiving reviews like those, take time to respond to them, and do so publicly, when possible. That ensures the review writer knows you’re eager to put things right, and the general public can see how you take all feedback seriously.
Clearly, there’s no reason to assume a bad review must be a kiss of death when it comes to what others think of your service. No matter what other people write online, treat each bit of feedback as a learning experience and opportunity to improve.