Your Salon’s Reputation
Everyone makes mistakes and everyone has a bad day. You cannot please everyone and in the customer service industry, there will always be someone who is dissatisfied with their experience. Sadly, that is just how life works because nobody is perfect.
This is especially true when it comes to working in a hair salon, whether you are an owner or a stylist and why is that? There will always be those clients who come in wanting to look a certain way and no matter how hard you work with them and try to explain (in the nicest of terms) that you are not a miracle worker, they will not listen to you thus leaving your chair upset and frazzled. No matter what you may have done to dissuade said client, some people are just relentless and they want what they want; you cannot stop them not matter what.
And now everyone who is looking for a new salon is going to see this negative review and think twice about coming by and now your salon’s reputation may be ruined indefinitely. A dye job you may have tried to tell a client was just not going to work for them (and it didn’t). It has left them in tears and now you are the enemy and again, social media is the venting platform of choice. It is really sad that people cannot just talk to the person that they have a problem with and rectify it then and there as opposed to bashing them.
If you, as a client, are not happy with a service, especially from someone that you have trusted for a long time, you should not destroy their business that they have worked hard to build. Think about how you would feel if someone did that to your passion. In a salon situation, you need to trust your stylist and understand that they will only do what they believe is best for you and your face shape as well as your hair and the condition that it is in.
If it is damaged and fried but you want to go from brown to bleached blonde, they will probably tell you no and if you are not satisfied with the happy medium they may have suggested, remember that they were just trying to save you from further hair trauma.
Not everyone can bring in a photo of Jennifer Aniston and say that they want to look like that and walk out with her hair color and style because we are all different hence the beauty of hair and life. According to business.com, 88% of customers that were talked to admitted that they rely heavily on and listen to online reviews and will only go to the places with the best reviews and reputation.
It is much like amazon.com, if you have ever shopped online. They will give you several options for the item you are looking for and most likely, you will purchase the one with the most amount of stars and the highest percentage rating. Would you buy a necklace from a company with two stars when you can get one around the same price with five stars? Think about it for a moment.
That is what a review, a few simple bad reviews, can do for a business. We cannot control what people say about us and what they produce; if they are heated at a moment, there can be no talking them down but what we can do is figure out how to manage the crisis if and when it occurs.
The main sources of your reviews will come from Yelp (which has a smartphone app), Facebook, Twitter, Google + and Reviews, etc. There are also sites such as Glassdoor where employees and past workers are encouraged to give their feedback as to what it was like to work for a particular company. I get them all of the time because of my resume but I do not dare give my input because I learned something from each and every place I worked; not everyone is like that and a negative employee review could harm a company’s reputation.