Managing your salon's online reviews

Online reviews are possibly the most important tool that you have for your business, says Valerie Delforge. Customers habits have changed, and one of the biggest influences behind their decision making is online reviews. It is true that nowadays we make decisions after reading about the business that we want to invest in, whether it is a holiday, a restaurant or a salon. Managing your review becomes one of your main daily priorities and we have put together a reviews checklist that you can cut out and stick on the wall to remind you how important reviews are.

• Positive reviews are great to drive revenue
• Use negative reviews generate best practice
• Always encourage customers to leave a review whether it’s from my booking system, social media or a guest book
• If you can turn around a customer that has a negative experience they will become brand advocate
• Communicate at any opportunity, via social media, emails, menus etc, that your clinets' opinions matter
• Get your team on it they are great to reinforce the customer to leave a review
• Communicate them with your team – it’s a great motivation
• Call the best to thank them and the worse to manage them
• When on holiday get someone responsible to deal with them, inactivity is not acceptable Manage your reviews 24 hours reply is the norm