In a perfect world of social media your Facebook page would be embedded with raving reviews about how everyone should be hot footing it to your salon or spa.
The reality is we live in a world of harsh competition, plus along with social sharing out come the keyboard warriors.
These disgruntled clients, for whatever reason have the power to give your salon a very rubbish 1 star rating, and there it will for all the world to see.
It just takes that one person to bring your beloved history of 5 star ratings to come to an end. An even sadder fact is they may comment negatively on your prices, staff, salon ambience or treatments-
and it’s all just their opinion.
It often flabbergasts me to see some of the negative reviews I see for salons or spas that I know to be truly excellent places, where the owners have put in their heart and soul.
It shocks me even more how these “reviewers” don’t even think about how much they are affecting the business owners livelihoods.
On few occasions the reviews may be justified, but unless steps to rectify any unsatifaction on the client’s behalf have been totally ignored, then I believe Facebook reviews can be an unfair, unbalanced place to leave or receive negative comments.
Do some clients take their freedom of speech too far?
Could we accuse them of fake news when they hit that 1 star button, or leave us a beastly review?
Here’s an example.
I recently received an email from a spa owner who was extremely distraught after a client had visited her salon, liked her treatment, but some days afterwards couldn’t find her very expensive scarf.
She then practically accused the salon of stealing her scarf on the salon’s Facebook page and left a 1 star rating to boot!
We shall call her Mrs Smith.
My client, the spa owner, could have contacted Facebook and complained this was slander.
However, I advised her to contact Mrs Smith herself, who did agree to take the review down, in the realisation of what she had done. The other option open my client would have been to publicly reply to the review, which is a transparent way to respond. Due to the sensitivity of the matter, the first option was the best here.
What should you do about Facebook reviews and keyboard warriors.
Let’s take a look at the current situation with Facebook. If you decide not to have the map option available on your business page, then the option to leave off the review section is available.
I am not sure why this goes hand in hand, but it’s the most current information I can find.
I definitely wouldn’t recommend this as a viable option for a salon or spa, or any bricks and mortar business, as people need to know how to find you.
I could do this for my consultancy SalonSupremacyPro, as I don’t need to show a contact address, but for the moment I enjoy getting my reviews and ratings.
Missing out the map option is also a viable option for beauty bloggers or vloggers, as details of how to get to them physically aren’t necessary.
If you find yourself receiving a fair number, say more than 10, low starred reviews, especially if it is in a certain area or treatment in your business, then I would say that that would definitely be an area that you should be looking to improve on. One or two clients can be wrong, but not that many. Utilize the bad reviews as a learning experience, a chance to make improvements and prevent negative reviews from popping up in the future.
Like we’ve touched on already, there is also the option to respond publicly to a negative review. Leave it on and respond in a timely manner! Be nice, make things right, and this will show everyone that you care about the service you give out.
As a busy business owner, don’t waste your time fretting.
Studies show that consumers trust reviews more when they aren’t all good. This is because 5 star ratings all round can look a bit suspicious.
Clients think “Is it all just her friends that visit that spa?” or “Did her mother just write that?”
You can get away with one or two bad ones as clients are actually more likely to trust you. Leaving the baddies on is kind of like being honest and wholly reflective – just like how clients want you to be with their treatment plans and skincare advice.
The idea is to remain open. Trustworthy.
They know as well as we do that there is always going to be a Mrs Smith. They will scroll past those comments with a look of knowing. We’ve all worked somewhere where we’ve met Mrs Smith.
If you find yourself still reeling about that negative review you keep seeing on your page (the really unfair one), use that energy it conjures up in you to really show the beauty world how good are. Before you know it the review will have slipped down under 5 star ones, and Mrs Smith will have already to found another salon to “review.”
Have you ever been left aghast at an unfair review on your page?
Have the Facebook rules/options for ratings changed recently? We know can they change all the time….
Please leave your comments below.