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GBP Reviews

Created OnAugust 5, 2024
Last Updated OnAugust 5, 2024
bysg_caroline

Checking and Responding to Reviews on Google Business Listings

As part of our GBP service, we take responsibility for checking and responding to salon reviews.  This needs to be done at least weekly.  It's important that negative reviews are responded to as soon as possible.

Guidelines

  1. Respond to all reviews.
  2. Refer negative reviews to the client so that they can reach out to their customer. 
  3. In your response, where possible, include the service name and the name of the person who has left the review.
  4. Encourage the salon regularly to ask their clients to leave a review which mentions the specific service they received (e.g. balayage, hair extensions etc).  This will help with Google rankings.

Example Positive Review Responses

Thank you for sharing your experience of your wash, cut & blow dry with us Sarah. We value your feedback and look forward to welcoming you back to the salon very soon.

Thank you for your positive review Lucy. I am glad that you’re happy with your hair cut and look forward to seeing you again.

Thanks for the lovely review of your hair colour experience, we really appreciate it.  Looking forward to seeing you again at the salon.

Thank you so much Diane for your kind words.  We are so pleased that you enjoyed your experience at the salon and left very happy with your hair cut and colour. We look forward to seeing you again soon.

Example Negative Review Responses

We're truly sorry to hear you were unhappy with your service Pat. Your feedback is invaluable to us, and we're committed to making things right. Could you please get in touch with us so we can work towards a resolution that meets your expectations? Your satisfaction is our top priority, and we're eager to ensure you have a positive experience with us.

Hi Natasha Thank you for your review, which we take very seriously. We are very sorry that on this occasion our hair colour and cutting service did not meet up to your expectations.  I have messaged you separately to follow this up. The last thing we want is for any of our valued clients to be disappointed with their hair when they leave our salon. With Best Wishes.