HOW I TURNED A BAD REVIEW INTO $3,706

Most salon professionals can relate to the feeling of getting a bad online review, but I’m here to tell you that they aren’t the end of the world. If you play your cards right, they can even make you money. Let me explain…  

A few months ago, a client came to see us for a cut and color with one of our top stylists. We had no idea she wasn’t happy until we noticed she had left us a bad review on Yelp and through the Shortcuts client feedback tool Spotlight. I love that Spotlight instantly notifies me when a client leaves feedback – as it is essential to catch these things straight away.

We immediately wanted to make things right with the client – so we called her right away and apologized for her experience and invited her back in for a complimentary touch-up.

As soon as we reached out and had that conversation, the client had a change of heart and even removed the review from Yelp! Obviously this was a relief as you never want bad online reviews turning off new potential clients, but more importantly, we got the chance to keep a client that would have left us otherwize.

One client may not sound like a big deal, but for our salon over just a few years of regular visits that client is worth $3706* to our business.

*Calculated based on average visit frequency and standard lifetime value

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