In today’s digital age, online reviews can make or break your salon. Customers searching for their next haircut, color, or beauty treatment often rely on reviews to determine which salon to trust. For salon owners, this makes managing online reviews a critical part of your business strategy.
Unfortunately, many salons make mistakes with their online reviews that can hurt their reputation, lose potential customers, and even harm their rankings on search engines like Google. In this blog post, we’ll explore five common mistakes salons make with online reviews and provide actionable tips to avoid them. Plus, we’ll highlight a few tools and resources that can help you manage your reviews more effectively.
1. Ignoring Negative Reviews
The Mistake:
No matter how great your salon is, negative reviews are inevitable. The biggest mistake many salons make is ignoring these reviews altogether. When a negative review is left unanswered, it sends a message to potential customers that you don’t care about their feedback or resolving problems.
Why It Hurts:
- Erodes Trust: Potential clients might assume the issue reported in the review is a regular occurrence.
- Lost Opportunities: Negative feedback can provide valuable insights into areas that need improvement.
How to Avoid It:
- Respond Promptly and Professionally: Address the customer by name, apologize for their experience, and offer a solution. For example, “We’re sorry to hear about your recent visit, [Customer Name]. We’d love the opportunity to make things right. Please reach out to us at [contact info].”
- Monitor Reviews Regularly: Use tools like Podium or BirdEye to track reviews across multiple platforms and get notifications when new ones are posted.
2. Not Asking for Reviews
The Mistake:
Some salon owners shy away from asking customers for reviews, either because they feel awkward or assume clients will do it on their own. The result? A limited number of reviews and an incomplete picture of your business.
Why It Hurts:
- Missed Visibility: Businesses with more reviews often rank higher on Google and other platforms.
- Skewed Reputation: A lack of reviews might make potential customers suspicious or turn them away.
How to Avoid It:
- Train Your Staff: Make it a habit for stylists and front-desk staff to ask happy customers for reviews. For example, “We’re so glad you loved your haircut! Would you mind leaving us a quick review? It helps us a lot.”
- Use Review Request Tools: Services like NiceJob automate review requests via email or text, making it easy for clients to leave feedback.
- Offer Incentives: Provide a discount or a free service for clients who leave a review (ensure this complies with platform guidelines).
Affiliate Suggestion: Check out the Review Management Toolkit by Thrive for comprehensive tools to streamline this process.
3. Deleting Negative Reviews
The Mistake:
Some salons are tempted to delete or hide negative reviews. While this might seem like a quick fix, it can have long-term repercussions.
Why It Hurts:
- Lack of Authenticity: Clients value transparency and are more likely to trust businesses with a mix of positive and negative reviews.
- Platform Consequences: Many platforms, like Google and Yelp, have strict policies against review manipulation. Violating these rules could result in penalties or account suspension.
How to Avoid It:
- Address Issues Directly: Instead of deleting reviews, use them as an opportunity to show your commitment to customer satisfaction.
- Flag Inappropriate Reviews: If a review violates guidelines (e.g., it’s spam or abusive), report it through the platform’s reporting system.
- Educate Yourself: Learn the review policies of platforms like Google My Business and Yelp to handle negative reviews appropriately.
Affiliate Suggestion: Tools like Reputation.com can help you manage online feedback ethically while boosting your salon’s image.
4. Focusing Only on One Platform
The Mistake:
Some salons concentrate their review efforts solely on one platform, such as Google. While Google reviews are essential, neglecting other platforms like Yelp, Facebook, or niche sites like Vagaro can limit your reach.
Why It Hurts:
- Missed Audience: Different clients trust different platforms. Focusing on only one limits your exposure.
- Weaker SEO: Search engines favor businesses with a strong presence across multiple review platforms.
How to Avoid It:
- Claim Listings on All Major Platforms: Ensure your salon is listed and active on Google, Yelp, Facebook, and beauty-specific platforms like Vagaro or StyleSeat.
- Encourage Reviews Across Platforms: Politely ask customers to leave reviews on the platform they’re most comfortable with. Include links to all your review pages in follow-up emails or texts.
- Monitor All Platforms: Use a centralized tool like Hootsuite or Sprout Social to track reviews and engage with customers across multiple sites.
5. Failing to Showcase Positive Reviews
The Mistake:
Many salons fail to highlight the glowing reviews they’ve received. If your best reviews are buried on Google or Yelp, you’re missing an opportunity to showcase your strengths to potential customers.
Why It Hurts:
- Lost Marketing Opportunities: Positive reviews are free testimonials that can be used in your marketing efforts.
- Decreased Credibility: Customers may assume you don’t have any reviews if they’re not prominently displayed.
How to Avoid It:
- Feature Reviews on Your Website: Use widgets or plugins to display Google or Yelp reviews on your homepage. Services like EmbedSocial make it easy to integrate reviews into your website.
- Share Reviews on Social Media: Turn standout reviews into eye-catching graphics or posts. For example, share a client’s rave review about a recent balayage service with before-and-after photos.
- Incorporate Reviews into Ads: Use glowing reviews as part of your Google or Facebook ad copy to build trust and attract new customers.
Affiliate Suggestion: The Canva Pro subscription is perfect for creating stunning social media posts featuring your best reviews.
Bonus Tips for Better Review Management
Use Automation to Save Time
Managing reviews manually can be overwhelming. Tools like Grade.us or Yotpo automate everything from review requests to posting responses.
Track Metrics
Keep an eye on your average rating, the number of new reviews, and how quickly you respond to feedback. Tools like Google Analytics can help you understand how reviews impact traffic to your website.
Train Your Team
Your staff plays a crucial role in creating the type of experience that leads to great reviews. Regularly train them on customer service best practices to ensure every client leaves your salon happy.
Final Thoughts
Online reviews are one of the most powerful tools for growing your salon business, but only if managed correctly. By avoiding these five common mistakes—ignoring negative reviews, not asking for reviews, deleting negative feedback, focusing only on one platform, and failing to showcase positive reviews—you can build a strong, authentic online reputation that attracts and retains clients.
Investing in the right tools and strategies to manage your online reviews effectively is essential. Start by implementing the tips in this blog post and exploring some of the affiliate resources mentioned. By doing so, you’ll not only protect your salon’s reputation but also create a loyal customer base that keeps your chairs full.
Affiliate Resources Mentioned in This Post:
- Podium
- BirdEye
- NiceJob
- Review Management Toolkit by Thrive
- Reputation.com
- Hootsuite
- Sprout Social
- EmbedSocial
- Canva Pro
These tools are designed to make your review management process easier and more effective, helping you take your salon’s reputation to the next level.
