Attracting client feedback is important, but did you know you should also respond to client reviews? Responding to both positive and negative feedback can help your business in more ways than one. To give your salon the edge, we share the various types of feedback you should respond to and why.
Respond to clients reviews to increase engagement
Encouraging reviews is great, but what happens when you have floods of feedback and no time to respond? Reviews are often looked at by clients wanting a second opinion before they visit, and it’s human nature to look at those with a negative bias first. When responding, these should be prioritised, followed by the most positive reviews. Following a positive outcome, these clients may then spread the word, increasing your engagement with others.
Respond to positive client reviews for growth
Positive reviews are wonderful for helping new clients warm to your salon. After all, Brightlocal confirms that 85% of consumers trust online reviews as much as personal recommendations. Responding to these reviews are just as important, as you can make sure you thank clients for their time to provide such generous feedback. You may even wish to provide something more in return, such as a free drink when they next visit or a discount if they refer-a-friend. This can help build loyalty with both the client and others reading.
Respond to turn a negative experience around
Every so now and again, you may receive negative feedback. It’s important to respond to these client reviews where possible. This will not only diffuse potentially harmful situations, but also turn a negative experience into a much more positive one. According to reviewtrackers, 45% of consumers say they’re more likely to visit a business that actually responds to negative reviews, meaning you could attract new clients by simply showing a positive response.
It builds search engine visibility
When you respond to client reviews, you can tailor your words via Search Engine Optimisation (SEO) to help clients find you online. For example, you may start your response with “Thank you so much for providing your valuable feedback of your hair colour at Premier Software salon.” As you listed ‘feedback’, the type of treatment and your salon name in close proximity, clients will be able to locate your review by using those terms in search engines like Google. This increases your visibility considerably!
A response shows your human side
When you respond to client reviews, you ultimately show that you care. Catering your responses in a personalised way, such as including the client’s name, confirming you have read the review, and signing off with your name, goes a long way to humanise your salon. A customised response which outlines your next actions will make clients feel that their comment made a difference.
Salon by Premier Software® can help send email or SMS to request client reviews. When paired with online review platform salonspy, you can generate verified reviews which you can respond to accordingly. Find out more about salonspy, below.