Situations that come up
The cut or colour that doesn’t please
The customer often has a precise wish in mind. Acknowledge that the result doesn’t suit them, without defending your technique in front of everyone. Offer to talk it over at the salon, by message or by phone.
The appointment that ran late
A slot that overruns gets noticed, especially by someone who took a break to come. Apologise simply and avoid blaming the previous customer.
The price judged too high
Don’t justify your price list point by point. A reader mostly remembers how polite your reply was. You can say where to find your prices, if they are shown on your listing or website.
The enthusiastic review
Say thank you and mention a detail: the welcome, the advice, the result. Avoid wording that promises a price or a gift on the next visit.
Three reply templates to adapt
Fill in the fields (optional)
An empty field stays in square brackets in the text: fill it in before publishing. Read it over and change a few words, a reply that looks written for this person beats a copy-paste.
Result that doesn’t suit
The customer is not satisfied with their cut or colour.
Hello [first name], thank you for your feedback. We are sorry that the result is not what you expected, in particular [problem]. We would like to talk it over with you: you can write to us at [contact] or call us at the salon. The [business name] team.
Late appointment
The customer waited beyond the planned time.
Hello [first name], thank you for writing to us. Making you wait, [problem], should not have happened and we apologise. We are reviewing how appointments are organised with the [business name] team. You can also write to us at [contact].
Thank-you
Positive review.
Thank you [first name] for your review! Knowing that [specific point] pleased you makes the whole [business name] team happy. We look forward to seeing you again at the salon.
Other cases (fake, unfair, no comment reviews): the twelve general templates.
Where to put your review QR code
- At the till, next to the card terminal: that is where the customer stands, phone in hand.
- Near the exit mirror or on the reception desk, on a small printed stand.
- On the appointment card or business card handed to the customer when they pay.
The direct link, the QR code and an A4 poster with your name are made here: Google review link and QR code (free, no account). The same QR code for all your customers, with no sorting.
To check on your Google listing
- Opening hours, including the days you work by appointment only.
- The link or number to book an appointment, checked from your phone.
- Photos of your work, with the agreement of the people who can be recognised in them, and photos of the salon.
To go through the rest: the 17-point listing check-up. A complete listing doesn't guarantee a better ranking, it mostly keeps you from losing a customer over wrong info.
To avoid
- Showing details of the customer’s file in a public reply (colour chosen, treatment history, personal remarks).
- Promising a touch-up or a goodwill gesture you won’t be able to keep.
- Asking for a review only from customers who left delighted: Google forbids sorting them.
Google's rules change: read its official help from time to time. More details: getting more Google reviews, honestly. These tips are practical, they don't replace legal advice.
A review to deal with now?
With a free SwimUp account, you paste the review and get a tailored reply draft (3 per day). Always read it over before publishing. No bank card. SwimUp also offers paid services around Google reviews, shown on the home page.
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