Salon and spa business owners are looking for ways to make sure they stand out from the crowd. One great way to increase your visibility and establish trust with potential clients is to boost your online reviews. Since a reported 91% of customers check online reviews to make their buying decisions, now is the time to identify and incentivize your best clients. Not sure how to do that? Here are a few simple ways to ask your customers for their feedback.
First things first.
Give your clients every reason to give you a glowing review. An excellent customer experience is something worth writing about. Personal touches like a handwritten thank you note or simply remembering the type of tea they like to drink in the waiting area go a long way!
Find the right time to ask.
Your existing clients are your best advocates and most are happy to let the world know how much they love you. But when is the best time to ask? Look for indicators that show their loyalty to your brand and reach out when your guests:
- Re-purchase a product you recommended
- Renew their memberships
- Tag you in a social media post
- Are spending time browsing other products and services on your website
- Refer another customer to you
Make it simple.
Send an email with open-ended questions to get them thinking about the testimonial you would like them to leave. Add direct links to review sites that they can access in one click from your email signature. Use SMS messages to ask for a rating straight from their phone. The easier you can make it for your customers to leave their feedback, the more likely they will be to follow through and post it!
Provide an incentive.
Let your customers know you value their time by offering an incentive for writing a review. Offer a discount on their purchase, an upgrade to their next service, or simply a gift card for a cup of coffee. Just make sure your clients know that the incentive is not solely for good reviews; less than flattering reviews are opportunities for you to serve your customers better!
Respond to all reviews.
Positive or negative, every review deserves a response. People like to feel seen and know their feedback is appreciated. A simple “Thank you” or social media shoutout reinforces the great relationship you have with your clients. Likewise, take the time to thoughtfully respond to negative reviews and try to find a resolution. Showing empathy and providing compassionate customer service can end up building a stronger relationship with a client you may not have had the opportunity to do otherwise. And research shows that responding to negative reviews tends to boost your ratings overall. To find out how Zenoti’s feedback process enables you to collect more feedback from your guests, click here.
Read this next: 5 Ways to Handle Negative Feedback in Your Spa or Salon
