Despite the care you dedicate to every customer, receiving a negative review can be a possibility. That is why we give each partner the chance to respond to these reviews, giving you the opportunity to turn a negative into a positive.
Before you leave any response to a review, there are always a few things to bear in mind:
- Carefully read what the customer is complaining about.
- Focus on the problem and the appropriate answer.
- Always consider who reads your answer, as it will be available for all to see.
The key point is to take it constructively — this is a big opportunity to improve if the feedback is valid, so it’s vital you approach it with positivity and an open mind.
A negative review can come as a surprise, but you can make the most of it: you have the chance to speak to your customers directly via the reviews and mediate any misunderstandings. Most importantly, having an active presence in the Treatwell community is the first step for building a loyal fan base.
Please note you must never contact customers who have left an anonymous review directly using their customer details, even if you think you know who they are. You must respect the customer's wishes to remain anonymous so if you reply to rectify the situation, this must be done by replying to their review publicly.
If you need a little help to get started, you can take some inspiration from these two examples that we’ve written (although it’s best to put things in your own words):
“Hi, my name is _____and I’m the Salon Manager. I’d love a chance to have a look at your haircut and rectify this for you, free of charge. I can’t apologise enough that you’ve been left unhappy, but rest assured I’ll do whatever I can to help. Please give me a call anytime to discuss a solution.”
“Thank you for taking the time to review your experience with us. We’re so sorry that on this occasion it fell short of the amazing service we are committed to providing. We'd love to hear from you to see what we can do to turn this around for you. Please reach out to us at a time that’s convenient for you.”
If you’re ever unsure about how to respond, take a look at our Partner Community Guidelines for the do’s and don'ts of the Treatwell community.
Remember, if you want to take a look at all your reviews you simply need to head to the dashboard on Connect.