What to watch out for
- 1Credit the stylist by name. Clients book by person.
- 2Offer an adjustment appointment privately rather than debating the result in public.
- 3Avoid commenting on someone's appearance beyond the service itself.
Example replies
Loved the color
5 starsJess nailed the balayage I've wanted for years!
Reply
Years in the making, and Jess got to bring it to life! Thank you for trusting her with your color. We can't wait to see you for your next refresh.
Why it works: It celebrates the stylist and invites a rebooking.
Unhappy with a cut
2 starsAsked for a trim and lost 3 inches.
Reply
We're so sorry. That's not what you asked for, and we understand how upsetting it is. Please call or text the salon so we can set up a complimentary consultation and talk through options.
Why it works: It's empathetic and offers a concrete next step without a public debate.
Late start
4 starsGreat blowout but my appointment started 20 minutes late.
Reply
Thanks for your patience and the kind words about your blowout! Running late isn't fair to you, and we're tightening up our booking gaps. See you next time.
Why it works: It thanks them for the praise and fixes the specific complaint.
FAQ
Can I offer a discount in my reply?
Offer to make it right privately. Public discounts can encourage people to leave complaints just to get a deal.