We recently had an experience that must be shared.  It’s a perfect example of how proactive engagement can turn the tide in your favor – without spending any more marketing budget.  Further, how Digital Basics management for online Reviews drives better marketing results without spending more money.

Picture this: a client, after a less-than-perfect visit, reaches out to me using my personal email. In her rage, she was on the brink of leaving a negative review. But here’s where things took an unexpected turn: she reached out to me directly, instead.  Why and how?  She read a few of our past reviews online and how we replied.  She liked how we handled them along with how we QUICKLY and TIMELY,  replied to all of them.  This convinced her to email, asap, instead.  We got it – replied immediately.  A swift resolution.   You see, in past review responses, we made it a point to leave direct contact information—email, sincere approach and even my personal cell phone—so clients could “see we care” and reach if they desired.

As an example, here is how we reply to negative reviews, generally, or variations of this:

“When you are not happy neither are we, so someone will be in touch with you asap to make this up to you and then some.  We review every bit of feedback with the whole team, daily, so that’s how we can  guarantee we will make this better than you expect, for next time, if you contact us asap.  Here’s our contact info, etc.”

This simple, consistent, direct, informative, act of openness – that we write on all “less then fully happy” reviews –  led her to choose direct communication over a public complaint. And you know what? We quickly engaged, addressed her concerns personally and swiftly. The outcome? She went from a potential BAD REVIEW to one of our biggest advocates….. combined with left us another raving review later that day.  We are up to over 13,000 and counting as of this writing. Click here to see our progress as of today.

Here’s the reality: In our industry, and really in any industry, every single review matters. Whether it’s a glowing testimonial or a critical comment, our professional and timely responses can make all the difference. By leveraging Digital Basics Management approaches and tools like Net Promoter Score (NPS), we can pinpoint areas for improvement and strengthen the relationships that keep our clients coming back.

In the world of salons, spas, or any service-based business, customer loyalty is the lifeblood of success. Actively engaging with feedback, promptly addressing concerns, and showcasing our unwavering commitment to customer satisfaction – and showing our real-time measurements,  can not only salvage relationships but also turn negative experiences into powerful MAGIC MOMENTS  of brand advocacy.