Social media is one of the biggest free tools available to any business owner, and almost every salon has its own Facebook page to attract new clients and retain existing ones. Every Facebook page has the facility to leave a review, so how do you make the most of this feature?
The Review tab might be a section of your Facebook page that you have paid little attention to but it could be one of the most important features you have. When it comes to looking around for a salon, most clients cannot tell the difference between one treatment menu and the next and so many rely on word of mouth. The important thing to remember is that recommendation doesn't just need to come from a friend, it can also come from the honest reviews your business receives.
To kick-start your reviews section, try asking any clients that you have a good relationship with if they would post a review for you. No-one wants to be the first, so you need a bit of content on there in the first place to encourage others to do the same. Don't be afraid to post on your page asking for people to leave reviews; one post in amongst many does not seem desperate and may just spur some into action. When you get a review, don't be afraid to shout about it. Share it on your page to make sure it isn't missed and to encourage others to follow suit.
It is important to remember that people feel most inclined to post a review when they are unhappy, so positive reviews can take a little more encouragement. If a client tags you in a picture to show off their new nails, for example, don't be afraid to thank them and ask them to post a review. You can also remind people while they are in the salon by putting something on the bottom of your appointment cards.
The risk of reviews is that you will receive a bad one, but sometimes how you handle this can be as good as a five star review. Don't be tempted to delete anything negative, it won't help you in the long run. If the client has a genuine complaint then make sure you reply asking for them to contact you so that you can resolve it. Anyone reading your reviews will see that you are pro-active and approachable and this can stand you in good stead. If you feel that the review is fake or trying to cause trouble then make sure you remain calm and professional at all times, even if there is steam coming out of your ears. Post something that identifies why this may not be true and encourage them to contact you to sort out any grievances (you know they probably won't). Any negative reviews that are ignored will always look far worse than one you have attempted to deal with.
Don't be afraid of the tools that the online world can bring to your business, embrace them and learn how you can use them to your best advantage.
If you've been pleased with the service you have received from Goddess International then don't forget to leave us a review on our Facebook page too!