I recently had an experience that I just have to share with you all—it’s a perfect example of how proactive engagement can turn the tide in your favor.

Picture this: a client, after a less-than-perfect visit, reaches out to me using my personal email. 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 because of how she’d seen me handle online reviews before. In past responses, I made it a point to leave my direct contact information—my email and even my personal cell phone—so clients could reach me if they had concerns.

This simple act of openness led her to choose direct communication over a public complaint. And you know what? We quickly engaged, addressing her concerns personally and swiftly. The outcome? She went from a potential detractor to one of our biggest advocates.

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 tools like Net Promoter Score, 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 can not only salvage relationships but also turn negative experiences into powerful moments of brand advocacy.