Why Instant Feedback Will Save Your Online Brand
Posted on 6th December 2013 by Madeline Maguire
You’ve heard the horror stories before, and you may have fallen victim to this yourself. An unhappy client leaves the salon angry, and goes home to tell the world about it on every reviews site they find. Suddenly that review seems to pop up everywhere online, sending the wrong message about your brand to prospective clients.
At a time when this type of negative PR can spread like wildfire, it's understandable that many salon and spa owners feel helpless. It’s one thing to ask clients if they are happy with their service, but the truth is that many people feel too uncomfortable to tell you the truth to your face.
This is true of all industries, but in the beauty world when you’ve spent a whole service chatting one-to-one with a client, it only makes it harder. So what are you supposed to do if you want a great online brand but your clients won’t tell you the truth about their experiences until it's too late?
You need to get in fast and give them a way to give you feedback in a non-confrontational manner. The easiest way to do this is via a quick email or SMS survey sent automatically after they walk out the door. Shortcuts clients can do this using Spotlight.
From your client’s perspective, this gives them an opportunity to let you know how they feel, without feeling awkward about it. Opening up those channels instantly minimises the chances the frustration will build and explode into an online rant.
Even if they do go on to write a not-so-positive post, once you have reached out and tried your best to resolve the issue, it's common for reviewers to go back and update their initial review – crisis averted.
And of course, for your clients that love you, don’t be afraid to ask for a review. After all, what’s a couple of minutes writing a post compared to the life changing impact of the perfect haircut or facial?