Episode Show Notes
We all want to give every client a 5 star experience, so what happens when you spot a review that’s critical about their experience with you?
Every business faces negative reviews at some point in its lifespan, so learning to respond in a way that can keep everyone smiling, from friends and family to staff and salon-goers alike!
Join us for this uplifting instalment of The Salonology Show, packed with advice for turning pessimism into positive vibes, and maybe even converting one bad review into a keen advocate for your salon…
This episode of The Salonology Show covers:
- Tackling unfairly negative reviews of your business
- Resolving issues with clients who don’t enjoy your service
- Surrounding yourself with ‘cheerleaders’ not ‘naysayers’
- Encouraging staff who may be struggling to stay optimistic
- Ryan’s Rant on unnecessarily negative social media posting
This episode of The Salonology Show is sponsored by Timely.
Get 50% off for 3 months with discount code SALONOLOGY. Learn more here.
Links and References
Ryan Power: https://www.instagram.com/itsryanpower/
Hollie Power: https://www.instagram.com/holliefromsalonology/
Salonology Superstars: https://www.facebook.com/groups/salonology
Get in touch: firstname.lastname@example.org
“Have you ever looked at a business and seen every single review is 5 star? Very, very occasionally. But when you see that you almost think ‘Is that real?’, because does every business get 5 stars all the time? So first of all, don’t stress about it. It’s not going to have a massive impact on your business.” – 11:30 – Hollie Power
“If it is somebody that you know, and they’ve written something that you feel sad or upset about, really, the best thing you can do is to try and resolve it. And to reach out to that client.” – 13:22 – Hollie Power
“That is what a review is: an opportunity for you to resolve it. So give them a call and say ‘I’ve seen you were unhappy about this, could I pick your brain? I’d like to improve this. How can I help you? Maybe you could come in and have another treatment on me and we can try and make this better?’ They will then possibly come in, and then have a much better experience.” – 14:40 – Hollie Power
“It’s like if someone says they don’t like your towels, and we think ‘Oh my God, it’s like you’ve gouged my eyes out with a rusty spoon’. It seems like such a personal attack, which of course it isn’t.” – 16:30 – Ryan Power
“Let’s say we’ve got 10 clients across the day, and 9 of them are over the moon but 1 complains, we tend to focus on the complaint, and not the 9 people who are really, really happy.” – 19:20 – Ryan Power
“If everybody’s super-beaming positive all the time, that’s actually not a natural state for everybody. We have to sit somewhere in the middle. We have positive moments, and we have negative moments, so we’ve got to just try and make sure there’s more positive moments.” – 21:55 – Hollie Power
“If you know that the thing your friend loves to do the most is go to a patisserie, then start meeting them in a patisserie, because you’re going to get them on their best day.” – 29:55 – Ryan Power
“Everyone has bad days, everyone has bad news, right? Fortune deals blows to us all as much as it favors us on other occasions, we can’t determine that. But we can determine whether or not we want to post about it on social media, right? You don’t have to then go and share your bad news with the world.” – 33:15 – Ryan Power
“As we always say, your vibe attracts your tribe. If you want positive people making up your tribe, then be positive, right? Be the change you want to see in the world.” – 34:10 – Ryan Power