What to Do with the Good
Consumers today are more and more likely to rely solely on
online reviews to aid their purchasing decisions, with 88
percent of consumers trusting online reviews as much as
personal recommendations. This means that online reviews
have more influence than a phone call or a text to a friend or
family member to gather opinions. This is why it has become
crucial for business owners to increase their online relevancy
and use positive reviews to help shape their business.
When you receive positive reviews, look for common
themes and reoccurring words or phrases which could be
used to help craft or update your mission statement. Do
several of your positive reviews mention that appointments
are always prompt? Use that accolade to set the standard for
your future guests. Are you receiving compliments on a
specific spa treatment offered on your menu? Use this
feedback to create a specialty treatment on the menu for spa
guests seeking these types of services. Lastly, use those
positive reviews as testimonials on your spa website or social
media accounts.
How to Handle the Bad and the Ugly
While receiving good online reviews from previous visitors is
a wonderful way to add a positive message to your business,
it is inevitable that you will have a negative review at some
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January/February 2019
“When you receive positive
feedback, look for common
themes and reoccurring words
and phrases which could be
used to help craft or update
your mission statement or
company values.”
point. Have you ever encountered a situation where a
customer walks in to your spa, you greet them with a smile,
engage with them in thoughtful conversation and do your
very best to provide them with the level of customer service
they walked in expecting, only to have them leave and post a
less-than-stellar review? Surprisingly, this happens fairly often,
and the method in which you respond can greatly impact the
way prospective customers view your customer service values.
When you receive a negative review about your spa,
whether about the treatment itself or the level of customer
service the guest experienced, it’s vital to respond to the critic
as soon as possible in a professional manner to avoid looking
like the complaint is being ignored. Reply to the negative