Negative reviews never feel good for our salon business, but the way we respond is even more important. Join our founder and host, Ambrosia Carey, as well as Drea, our Educational Director of Successful Stylist Academy. Together, we share practical tips, personal anecdotes, and expert advice to help you navigate client feedback and turn negative experiences into opportunities for growth. Join us as we elevate your client service skills and build stronger relationships with your clients. Let us know below if you enjoy the episode, and your review will automatically be entered into our giveaway!

Thank you in advance for your kind review! We will be choosing at random and annoucing our winner July 31st on our Instagram page. The winner will recieve an SSA Support Pack, full of goodies and a 1:1 marketing strategy session, along with a marketing roadmap!

Get 10 our FREE premade scripted responses to Negative Reviews HERE.

1. Always address the negative reviews. Look at it as an opportunity to grow.

2. Personalize the response: Address the reviewer by name if possible to create a more personal connection.

3. Acknowledge their feedback: Start by acknowledging the client’s experience and expressing your gratitude for their feedback.

4. Apologize for their dissatisfaction: Show empathy and apologize for any inconvenience or dissatisfaction they may have experienced.

5. Your response shows other guests that you care about your business and other’s experiences.

6. Take responsibility and validate them. This helps build trust and shows that you’re willing to make amends.

7. Provide a resolution. Offer a solution or invite them to discuss the matter privately to resolve the issue.

8. Highlight your commitment to improvement: Assure the reviewer that their feedback is valuable and that you will use it to improve your services.

9. Empathize. People want to be seen and heard.

10. Sometimes it is okay to offer a different perspective if appropriate to offer another part of the story.

11. It’s okay to ask “How can I make this right for you?” which also puts the solution back on the reviewer.

12.Maintain professionalism: Stay composed and avoid getting defensive or engaging in an argument.

13. Highlighting your commitment also shows the human side of your business, which people are typically looking for.

14. Encourage offline communication: Whenever possible, encourage the reviewer to continue the conversation privately.

15. Thank them for their feedback. Conclude your response by expressing gratitude for their feedback and reiterating that you value their opinion.

16. Don’t engage further in the conversation thereafter.

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