How to deal with negative feedback in your salon

Encountering negative feedback is inevitable, and navigating the choppy waters of client discontent can be daunting for any salon owner.  But fear not! Here's your go-to guide for turning frowns upside down and ensuring your salon shines in the best light. 

1. Mastering the Art of Online Reviews

• Take a Moment to Reflect: Take a short break to think before responding. This helps you create a more considerate and effective reply. 
• Stay Professional and Real: Address their concerns sincerely while remaining professional. If their feedback feels overstated, calmly present your side of the story.
• Avoid Digital Conflict: Keep your responses to the point and free of conflict. Offer an apology and suggest a private discussion for resolution.
• Privately Resolve: Aim to shift the conversation to a private channel. Offer solutions like discounts or service do-overs to mend the situation.

Example Response: "Hi Mary, we're genuinely sorry to hear about your disappointment. As you may recall, we discussed the colour limitations and proposed an alternative, which you accepted. We’re saddened by your dissatisfaction and would love to discuss a potential solution. Please reach out to us at 12345678. Thank you for your feedback."

2. Gracefully Handling In-Person Complaints

• Find a Quiet Space: Suggest moving to a private area to avoid disturbance to other clients.
• Listen and Understand: Show genuine concern and a willingness to understand their concerns.
• Collaborate on Solutions:  Ask what they feel would rectify the situation and work towards that solution.
• Know When to Draw the Line: While it’s important to try, in some situations it's necessary to agree to disagree and respectfully part ways.

Conclusion

Managing negative feedback effectively is just part of creating a positive salon environment. Prompt and personalized responses, offering practical solutions, and encouraging positive reviews are vital. Make it easy for satisfied clients to share their experiences with automated review reminders, one of the many features included with Ovatus Online Booking Software. And don't forget to train your team in handling feedback efficiently. With these strategies, you can ensure your salon not only addresses negative feedback but also thrives from it.

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