Online reviews are crucial for modern salons to manage. Review sites like Google, Facebook and Yelp allow customers to publicly rate, review and discuss their experiences at your salon for all to see. With 91% of consumers reading online reviews before visiting a business, it's clear your salon's online reputation impacts success. This makes actively managing your online presence and reviews an essential activity.

Here are powerful tips to help salons effectively oversee customer feedback online:

Monitor Review Sites

The first step is monitoring what people say about your salon online. Set up Google Alerts for your business name and regularly check sites like Google My Business, Facebook, Yelp and industry forums. Look for recurring themes in reviews - both good and bad. This provides valuable customer insights you can use to improve.

Respond to Reviews

Reply to all online feedback - both positive and negative. Thank happy customers and offer apologies or solutions to unsatisfied patrons. Be prompt, professional and thoughtful. This shows you actively listen and care about providing great service. It also gives a chance to resolve issues and turn critics into raving fans.

Claim Your Business Listings

Claim and optimise your salon's free business listings on key sites like Google My Business, Facebook, Yelp and Bing. Fill out complete details, upload quality photos, encourage reviews and keep information updated. This builds your online presence and helps posts your response alongside reviews.

Focus on Customer Experience

The best way to get great online reviews is providing amazing in-salon experiences. Train staff on exemplary customer service. Be consistent in service delivery and hospitality across the team. Deliver an incredible, personalised service - online reviews will reflect this.

Offer Incentives

Encourage happy customers to post online reviews through incentives like discounts on their next visit. This gives an authentic way to start building positive sentiment. Just avoid pressuring customers - online reviews must be organic.

Promote Your Good Reviews

Display top reviews on your website, social media and even in-salon on printed cards or digital screens. Promote reviews through newsletter, email signatures and social posts. Use testimonials in your marketing to build credibility. Show you deliver great experiences.

Address Underlying Issues

If certain complaints arise repeatedly, address any underlying service issues. Dissatisfied customers can provide some of the most valuable feedback for improving your offering. Let online reviews guide enhancements to exceed expectations.

Don't Pay For Fake Reviews

Avoid the temptation to pay for fake 5-star reviews. Most sites have advanced technology to detect fraudulent posts which can lead to penalties. Focus efforts on generating authentic reviews naturally.

Online reputation management is an ongoing activity. By regularly monitoring review sites, responding thoughtfully, incentivising great reviews and optimising your online presence, salons can leverage customer feedback to drive growth. Partnering with a salon marketing agency can provide extra support with managing your online reputation through proven strategies. With a little extra effort, your salon can stand out from competitors and make customers' experiences even more fabulous.