24 September 2020
Ensuring your client feedback is published online and in the right place is key.
Why have client feedback? – Over 50% of customers will visit a salon after they have read a review online – Attract new clients into your salon by word of mouth – Build trust and confidence to new and existing clients I don’t know about you but the first thing I do when making a reservation for hair, beauty, or even over night stays is look at the reviews and what other people say about their own experience. The power of one negative review can also over take 10 positive reviews, making it very important for you to address any negative reviews you receive with a polite reply. Taking the discussion of a negative review off line is your goal in replying, this will allow you to resolve any issues your client has in privacy. SalonIQ have 2 forms of feedback available for salons to use allowing your clients to spread the word about how great you are.
Encourage your clients to leave feedback
1. Thank your client once they have left feedback. Acknowledgement goes a long way these days, whether the review has been left on your website, a salon directory or a social media platform such as Facebook or Instagram.
2. Get your team talking to their clients about the client feedback – this will prepare your clients in getting an SMS once they have left, they will then know what to do once received. Get your whole team behind it. Why not make it part of their experience in the salon? When the client is at checkout – let them know they can leave a review of their experience with you.
3. Show off your feedback – shout about the feedback you get from your clients, share them on your social media platforms, or do an e-blast telling your clients feedback can be left and you’d love to hear about their recent experience.
Key points to remember with live online feedback Negative reviews are not a bad thing and should not be deleted. No matter how much you do your best, there will always be someone who does not give you a 5* review and that is OK. It gives you the opportunity to have your say on feedback you get and shows you are human like the rest of us.
If you do decide to use third party companies or even if you use social media platforms to share reviews make sure your profiles are up to date. These can very easily get forgotten such as contact information or links to your website.
Take note of what clients are saying about you. It’d be a shame to get all this feedback and not actually do anything with it. Share them with your team in team meetings. If you do get any reviews that you are not so keen on, then it gives you the perfect opportunity to put it right and show clients how you deal with things in your salon business.
Salonspy: salon spy is a verified salon and hairdresser reviews platform. “Word of mouth has always been the industry’s most powerful form of marketing…” salonspy works by sending your clients an SMS up to 1 hour after they have checked out and left your salon. This is all managed by your SalonIQ system. 89% of users read businesses’ responses to reviews.- Source: Brightlocal 86% of consumers would consider writing a review for a business.- Source: Brightlocal 71% of millennials search consumer reviews of professional services.- Source: Thomson Reuters With SalonSpy you have the choice of a free or paid membership giving you choice and flexibility. More detail can be viewed on their website.
You can view salonspy by visiting salonspy.co.uk Word of mouth has always been the industry’s most powerful form of marketing. Grow and manage your online reputation with salonspy.
Best Salon Guide Best salon guide is hair and beauty salon directory allowing your clients to view feedback that has been left by your clients. This directory displays the salons contact details, location, the total number of reviews left and the salon average review rating.
With Best Salon Guide you can advertise their online booking platform with a direct web link to your website, generating you more new appointments. At SalonIQ we have automated the social media share options for each review left, any review rated 1 to 3 stars will not give your clients the option to share on Facebook. A review with 4 stars and above will give your clients the option to share their feedback on Facebook (This will be displayed on their own newsfeed) This keeps you firmly in control even though the whole process it all fully automated. Best Salon Guide works by sending your client and SMS with a link to leave feedback once they have checked out and left the salon. Take me to Best Salon Guide
Setting up client feedback on SalonIQ It couldn’t be easier to activate your client feedback. If you are already an existing member of SalonIQ there is a guide available to help you setup either one of our feedback features. Alternatively you can email firstname.lastname@example.org to get your guide now, you can also navigate your way to this guide but clicking on the ‘?’ Symbol on the right hand side of your appointment book on V2 (Hub) once you have logged in.
Tracking your feedback This is the exciting part! You can see every single feedback you have received all in one place on SalonIQ. A date range option allows you to monitor current and historic feedback separately. As you know feedback can be left almost anywhere on the internet these days, so SalonIQ have created and launched an amazing brand new feature allowing you the salon owner and team members to view any ‘client feedback’ left through these both salon spy and Best Salon Guide on a client feedback dashboard.
For both salon spy and best salon guide reviews you can view your clients name, the star rating, contact details, the actual feedback and the name of the team member. One of the benefits is being able to incentivise your team and set goals to collect X amount of reviews in a certain time frame.
To learn more about SalonIQ client feedback please contact our support team 01892 280123 or email email@example.com – we will be able to help.