Your Salon’s Reputation (2)

Woman who is reading a bad hair salon review
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Why would you want to go get your hair done at a place where you get behind-the-scenes information about how dirty it is or what the stylists are really like? Maybe the management is stingy, or there are cockroaches in the backrooms. You never know and all it takes is one disgruntled employee to leave a bad impression. So, how do you combat this as a salon owner and maintain your hard-earned reputation?
 
We have a few tips that you should definitely use, so you can keep things flowing as smoothly as possible. First off, when you see a negative review of your business, check and see if you can identify the person leaving the comment.
 
If you can, check their history and if they are a long-standing customer, try to reach out to them and rectify the situation. The last thing anyone wants to do is get angry, though. These reviews can make one see red and want to scream as well as become defensive, but that will just lead to further issues.
 
Next up, always acknowledge and attempt to rectify the situation. Maybe the stylist did nothing wrong and the customer overreacted, but "the customer is always right." Reach out to the person against whom the complaint was filed and let them know the situation and try to understand what happened.
 
Maybe there was a miscommunication or maybe this client has been troublesome all along. If it is a new client, you will want to do your utmost to overly accommodate them so that they will be so satisfied that they will have to retract any negative remarks.
 
Unhappy hair salon customer
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If it is a general salon comment, have a staff meeting and see what areas could be improved because we can always do better. It could be the smallest thing like offering water but it could mean a lot to the customer. If a customer is just relaxing, as an owner, do not hesitate to go and ask them about their experience and if there is anything you can do for them. Again, little things make a difference!
 
If, for some reason, you still keep getting bad reviews and don't know how to fix it, there are companies online that will help rectify the situation to your liking. They will emphasize the positives over the negatives, but that is only in an extreme case.
 
But if you stay in touch with your customers and get to know them on a more personal level, you can build trust and if there is an issue, they will come to you instead of criticizing you and your salon on social media. Good luck! You can do it!
 
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