Hair Extension Happy Hour Vol 2
Avoiding Bad Yelp Reviews & Angry Clients
The Art of a Great Extension Consultation
Where did it all go wrong? One minute you are rocking out some fantastic “weave” and the next minute you are being served a lawsuit. Lawsuit? Yes – it happens everyday. Here are some tips and tricks to help you through those tough times and a salon system that can help you avoid it from happening in the first place.
Extension Happy Hour Notes
Dealing with Bad Yelp Reviews & Difficult Clients – The Art of a Great Extension Consultation
- Check Your Reviews Weekly
- Set a weekly reminder
- Pick a day to manage your online reputation
- Set up a Google Alert to stay on top of what people are saying about you and your salon.
- Be Proactive & Reply to Good & Bad Reviews – PROMPTLY
- Reply to good reviews too – responding to all reviews makes you look like an engaged business owner which will help offset the occasional negative review.
- Before responding – ask yourself – would this be better said in a private message?
- Do you know who they client is? Yes – then call or email them directly with a solution.
- Quickly Respond – A fast, concise response is the best.
Don’t Let Your Emotions Get the Best of You
- It’s not personal – it’s business.
- Bad Reviews can Be Good. Stop. Listen. Fix – Repeat.
Make Sure People Know Where to Review You
- Yelp, Google, Facebook
- Dispute Negative Reviews – Check out Yelps review guidelines. If the review is violating any of these guidelines – dispute the review and reference the guideline.
- Inappropriate content – Colorful language and imagery is fine, but there’s no need for threats, harassment, lewdness, hate speech, and other displays of bigotry.
- Conflicts of interest: Your contributions should be unbiased and objective. For example, you shouldn’t write reviews of your own business or employer, your friends’ or relatives’ business, your peers or competitors in your industry, or businesses in your networking group. Business owners should not ask customers to write reviews.
- Promotional content: Unless you’re using your Business Owners Account to add content to your business’s profile page, we generally frown upon promotional content. Let’s keep the site useful for consumers and not overrun with commercial noise from every user.
- Relevance: Please make sure your contributions are relevant and appropriate to the forum. For example, reviews aren’t the place for rants about a business’s employment practices, political ideologies, extraordinary circumstances, or other matters that don’t address the core of the consumer experience.
- Privacy: Don’t publicize other people’s private information. Please don’t post close-up photos or videos of other patrons without their permission, and please don’t post other people’s full names unless you’re referring to service providers who are commonly identified by or commonly share their own full names.
- Intellectual property: Don’t swipe content from other sites or users. You’re a smart cookie, so write your own reviews and take your own photos and videos, please!
- Demanding payment: Beyond simply asking for a refund to remedy a bad experience, you should not use removing or posting your review as a way to extract payment from a business, regardless of whether you’ve been a customer.
Yelp Review Guidelines – via yelp.com
- Don’t ask customers, mailing list subscribers, friends, family, or anyone else to review your business.
- Don’t ask your staff to compete to collect reviews.
- Don’t run surveys that ask for reviews from customers reporting positive experiences.
- Don’t ever offer freebies, discounts, or payment in exchange for reviews — it will turn off savvy consumers, and may also be illegal. Yelp has a Consumer Alerts program to let people know about businesses that engage in this sort of activity.
Facebook & Google Reviews
- Facebook and Google allow you to ask for reviews
- Google Reviews – Important because they show up when people “Google” your business.
Client from hell? Or is it just you?
Extension Consultations – Why they are so important
- Where are you going? If you don’t know where you are going then how will you know when you get there?
- The Consultation – Get a clear understanding of your clients hair needs.
- The Contract – Clear Agreements