What Are Your Client Reviews Telling You About Your Salon?

Reviews are often seen as a marketing tool, with salons aiming for more five-star reviews, a better Google rating and more reviews on their website. And there’s good reason: 97% of consumers read reviews before parting with cash.

But there is another way to look at them.

Your client feedback can tell you something about how your salon business is actually performing.

It can help you attract new clients, understand why clients return and give you useful information to manage your team.

Reviews are more than a five-star rating

Good reviews can help demonstrate that your salon is a destination, somewhere people choose and recommend.

Every hair and beauty business loses clients. People move, circumstances change, budgets change, or they simply decide to try somewhere else. Anyone with a strong, established clientele will lose clients over time.

Consistently attracting new ones helps protect the business and keep the team growing.

But reviews can also help you retain the clients you already have. By asking clients for feedback, you can understand what they value about their experience and identify issues that might otherwise go unnoticed.

Are the team talking about the consultation? The service? The team? Are they being encouraged to rebook?

That feedback can give you useful insight into the experience you're creating for your existing clients and provide an opportunity to act before a problem becomes a reason for someone to leave.

What can you do with that information?

We asked Adam Thomas from salonspy about this when he joined our recent members' meeting.

One of the points he highlighted was the opportunity to use client feedback to create real-time insight into the customer experience, rather than simply collecting another five-star review.

For example, a salon could use feedback to understand whether clients are being advised to rebook, turning a simple piece of client feedback into something that can become part of how you manage the team.

“Salonspy takes real-time insights from client feedback and provides the insight needed to help grow your business and enhance the customer experience.” – Adam Thomas

That's a useful shift in thinking.

Don't just ask:

“How many reviews have we got?”

Ask:

“What are our clients telling us, and what can we do with it?”

Making client feedback easier to use

Of course, the challenge is collecting useful feedback consistently without creating more work for the salon.

If you want to make better use of your client feedback, Adam's team at salonspy has developed a platform specifically for the hair and beauty industry, helping salons automate review requests while turning feedback into useful client and team insight.

Find out more about Salon Spy

MySalonManager members can access an exclusive free first month and a waived setup fee through the members' area.

Final thought

Your reviews aren't just telling potential clients about your salon.

They could be telling you something about your business too.

Use them to demonstrate why you're a destination, understand what keeps clients coming back and give your team useful feedback on the experience they're creating.

Simon & Raymond