1 . Prioritize addressing negative reviews : Taking the time to respond to negative reviews is crucial . Spa professionals and their teams must understand that , even if your spa is well-prepared and beautifully set up , negative reviews can deter potential customers and make your hard work all for naught . 2 . Respond promptly : Timing plays an important role in the world of online reviews . Quick responses minimize the visibility of negative reviews to potential customers and project the impression you ’ re on top of ensuring guests are happy . 3 . Maintain a professional tone : Don ’ t take negative reviews personally . View them as opportunities to demonstrate your commitment to customer satisfaction . Respond cordially , professionally and sincerely to portray your dedication to resolving issues . |
4 . Identify yourself and your team : In your response , introduce yourself and your role within the spa . If you ’ ve delegated the responsibility of checking up on reviews , ensure the team member responding also introduces themself and provides their position on the team . 5 . Empathize and show understanding : Display empathy , understanding and patience when addressing the unhappy customer ’ s concerns . Use phrases like “ We apologize ” if you are comfortable accepting responsibility for the reviewer ’ s qualms , or “ We ’ re sorry ” to convey empathy without necessarily admitting fault . 6 . Uphold company standards and values : Defend your spa ’ s standards and values while addressing the issue . Humbly request another chance to provide a better experience while upholding those values . Review site onlookers will appreciate your devotion to excellence . |
7 . Offer to take the conversation offline : Provide your contact information and suggest taking the conversation offline to further resolve the issue at hand . Use this offline opportunity to discuss potential solutions such as discounts or refunds if appropriate . 8 . Consistently respond to all reviews : Continuously engage with both positive and negative reviews , as most consumers are more likely to patronize a business that responds to all online reviews . Potential customers closely observe your responsiveness , which is even more glaring during heightened seasons of online traffic like the holidays . 9 . Monitor online conversations : Regularly monitor review platforms and social media channels to stay informed about new reviews and comments in the wake of the holiday season . Address issues promptly to prevent negative sentiments from going unaddressed into the new year . |