HOW TO DEAL WITH A BAD REVIEW by Joe Cignetti

Receiving a negative review can be unsettling. Nobody likes to receive a bad review and as much as we try not to take it personally, it hurts. However, it’s also a valuable opportunity to put your customer service skills to the test and commit to improvement.

I have put together a few hints on how to handle a negative review. I take it as a personal challenge to turn a problem into “problem solved and everyone happy” scenario.

1. Stay Calm and Don’t Take It Personally

· Pause Before Responding: Negative feedback can stir emotions, and reacting immediately can lead to a defensive response. Wait a few hours before responding.

· Remember the Bigger Picture: Treat the feedback as valuable data about how your business is perceived and what you can improve. Take some time to sit and really think about the feedback.

2. Assess the Validity of the Review

· Analyse the Feedback: Determine whether the review is based on a specific experience, a misunderstanding, or even something outside of your control.

· Check for Patterns: If similar complaints are being received, it may point to a recurring issue in your salon that needs to be addressed.

3. Respond Promptly and Professionally

· Acknowledge Their Experience: Open with an empathetic statement that shows you’re listening. For example, “Thank you for your feedback. We’re sorry to hear about your experience.”

· Avoid Arguments or Excuses: Focus on understanding their perspective rather than explaining why something went wrong.

· Keep It Positive and Solution-Focused: Aim to turn their negative experience around by offering a solution or further assistance.

4. Apologise and Take Responsibility (If Applicable)

· Express Genuine Apology: Even if the issue wasn’t entirely your fault, a simple apology can go a long way. “We apologize for not meeting your expectations.”

· Be Transparent and Accountable: If a mistake was made, own up to it and explain how you’ll prevent it from happening in the future. We are human and mistakes do happen. I believe it is best to tell the truth, so don’t make up a story, just be honest. The truth always has a way of coming out.

5. Offer to Resolve the Issue Offline

· Provide Contact Details: Encourage them to reach out via phone or email to discuss their grievance further. This shows that you’re taking the issue seriously and want to resolve it privately.

· Stay Open to Dialogue: Being open to hearing the other side gives you a chance to turn a dissatisfied customer into a loyal one.

6. Follow Through on Your Promises

· Take Action on Any Improvements You’ve Committed To: Implement changes if there was a valid concern raised. For instance, if a customer mentions an issue with wait times, consider adjusting scheduling practices.

· Reach Out Again if Appropriate: After resolving the issue, consider following up with the reviewer to let them know the action taken or ask if they’d be willing to give your business another chance.

7. Learn from the Feedback

· Share the Feedback with Your Team: Use the review as a training opportunity to reinforce service standards or address areas needing improvement.

· Continuously Improve: Regularly review feedback to make adjustments that align with customer needs and expectations.

8. Encourage Positive Reviews to Balance Your Rating

· Ask Satisfied Clients for Reviews: A good influx of positive reviews can help mitigate the impact of occasional negative feedback.

· Focus on Excellent Service: By providing fantastic service, you’ll naturally encourage more positive reviews, which can build a stronger, more resilient reputation over time.

Sample Response to a Negative Review:

“Thank you for sharing your experience. We’re sorry to hear it wasn’t as you had expected. Our goal is to provide every customer with exceptional service, and we apologize for falling short in this instance. Please reach out to us at [Contact Information] so we can address this directly and work to make things right. We value your feedback as it helps us improve our services.”

Each response is an opportunity to show that you appreciate customer feedback and genuinely care about their satisfaction. It shows you are willing to learn and grow from feedback, ultimately strengthening your brand.