Close
Sponsored

VIDEO: Why Clients Review Your Salon

Lauren Salapatek | June 3, 2015 | 7:55 AM

Ever had a client who left your salon blissfully happy after her fabulous service, or so it seemed at the time, only to go online a few days later and trash your business?

You are not alone. Recently, Shortcuts Software's camera crew cross-examined clients to find out what provokes people to kiss ‘n’ tell online.

Most clients Shortcuts met said they were happy with their salons and would leave positive reviews. But, frustratingly, they admitted they rarely did. Those that did go online to vent did so out of frustration because they felt they couldn’t get their message across to the salon – a complete breakdown in communication. What this means for you is that unless you take charge of the conversation proactively, many of your biggest promoters will stay silent and leave the path clear online for those with an axe to grind.

Truth be told, people don’t like confrontation. Few unhappy clients will say to your face, uninvited, what they truly feel about your service. Shortcuts' on-the-street investigation backed up what independent research has shown – businesses will only hear back directly from 4% of unsatisfied clients. So 96% of people who walk away unhappy will never tell you so, nor give you a chance to make it right – until you read about it online.

But it doesn’t have to be so heavily weighted towards the public put-down. Shortcuts salons can actively seek out clients’ views, making it as easy for them to voice their joy or disappointments within a few hours of leaving the salon. Shortcuts’ Spotlight enables their partner salons to automate the sending of friendly, simple and short online surveys to new clients to gauge how happy they were after their appointment.

Shortcuts also helps clients monitor their reputation online so they can respond quickly to any online grumbling, before it’s too late.

You can’t please everyone but with Shortcuts Software, you can be confident that your client communications are as open and honest as possible. In other words, Shortcuts makes sure that your client social media relationship statuses never change out of the blue, or fluctuate between ‘open’, ‘complicated’ or ‘single’.

To find out how Shortcuts can help you take control of the conversation about your brand, visit www.yoursalonreviews.com or contact them at 688-867-7824.

Facebook Comments

More from Management Practices

How to Fire a Stylist, and Advice on How to Avoid It

August 24, 2017

At Serious Business in January, a panel of four owners of multiple salons spoke to the audience about the power of will and how it has affected their careers. As successful salon owners, Van Council, David Wagner, Debra Penzone and Eveline Charles employ hundreds of stylists and support staff. They have seen it all, and offered the audience valuable advice on hiring a staff that will build up your business’s culture.

Management Practices
Management Practices

Six Things You Need to Know About Salon Lighting

Michele Pelafas | August 16, 2017

When it comes to salon design, the appropriate lighting is one of the most critical design factors and it can impact how your clients feel about your services and your salon. With this helpful blog, Salon Designer Michele Pelafas offers six valuable pointers when it comes to selecting and positioning your lighting.

Load More