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Online Reviews

Reviews: 5 Reasons for Importance, 5 Ways to Generate Them

New data released in an infographic by Reputation Advocate states: “87 percent of consumers say positive reviews online have reinforced their decision to buy a product or service recommended to them.” This statistic couldn’t be more relevant than when it comes to building the number of reviews on your SpaFinder.com listing and expanding your customer base. We cannot stress enough the significance of quality reviews on your SpaFinder.com listing—they’re a small step that can make a huge difference for your business.

Why do reviews matter? It’s simple:

  • Helps create credibility for your business
  • Increases the likelihood of a prospective client booking with you over a competitor
  • Drives more sales to your business
  • Boosts the likelihood your property page will show up in Google search
  • Sets you apart from your colleagues!


How can you generate reviews? That’s simple, too!

  • Educate your staff on the importance of reviews.
  • Encourage your employees to invite clients to write a review after their appointments. This is also an excellent way to find out if there were any problems.
  • Should there be any problems, resolve any issues immediately.
  • Set up “email reminders” prompting clients to review their service post appointment: An email template is available below
  • Create signage at front desk to remind customers to review service.


Email template:

Hi (insert name),

Thank you for offering to review your experience in our [spa/salon/yoga studio/Pilates studio/health club, etc.] with SpaFinder® Wellness. We appreciate you taking the time to do so. To make it easier for you, we’ve included the link to our SpaFinder Wellness profile page below.

[INSERT URL]

We look forward to seeing you again soon.

For those who want to be a bit more aggressive in generating reviews, you may want to include this paragraph to your email as well:

As we mentioned during your visit, you can receive a complimentary [INSERT X – this can include % off, complimentary upgrades, etc.] when you review your experience with us on SpaFinder.com. We appreciate you taking the time to share your feedback and look forward to seeing you soon.

Signature

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Tips on Responding to Negative Online Reviews

ReviewsLet’s admit it. A less-than-perfect review isn’t something anybody wants, but it doesn’t have to be the end of the world. There are ways to successfully resolve negative online reviews that will likely satisfy your disgruntled client—and ultimately strengthen your business.



1)      Contact the consumer: Seek to rectify the situation by reaching out to your dissatisfied client. Clients will most likely appreciate that you made the effort.

2)      Take the time to reply: Many online review sites allow companies to publicly respond to critiques. Follow up by posting your own response explaining your point of view and how your spa remedied the situation. Just remember to mind your manners—poor reviews must be handled delicately. Don’t go off into a rant just because you disagree with the negative comments!

3)      It’s never too late to say I’m sorry: If the review warrants an apology on your behalf, then make one. If you’re in the wrong, admit to it. Tell the client you made a mistake and that your spa has put in safeguards to better handle the problem should it resurface in the future. Owning up to your mistake and being honest will likely help win back the client’s respect.

4)      Turn a negative review into a positive: Use it as a lesson learned to improve your business. Perhaps the reviewer actually made some good points. Take note. Apply this constructive criticism (even if it wasn’t offered politely) to make your business better.

5)      Become educated: SpaFinder will be hosting a two-pronged webinar, or tutorial, to (i) discuss how to increase and take advantage of positive reviews and to (ii) provide further insight on how to manage negative reviews. Be sure to check your email in the coming weeks for an invitation and sign up!

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Online Reviews: Turn a Negative into a Positive

customerreviewsWe know is next to impossible to please every spa-goer that comes through your door, but just because negative reviews can happen it doesn’t that mean your spa is doomed.  According to Forbes.com, “barely 25% of online shoppers report that they are unlikely to purchase a product after reading negative reviews, and most take those reviews with a bowling ball of salt.”  The bottom line: negative reviews probably won’t hurt your business; in fact, they could boost customer conversion rates.

 

It’s not surprising that SpaFinder’s reviews are among the most popular pages on our site.  In today’s marketplace, consumers are more savvy and educated about the products and services they purchase.  They are also looking to get the best “bang for their buck.”   One of the best ways for consumers to retrieve this information is by reading reviews.

 

Encouraging clients to tell others about their experience at your spa, specifically through SpaFinder.com reviews, is a great way for spa-goers to get feedback about your treatments, staff, and spa atmosphere.  Furthermore, it is essential to build trust and loyalty with your customers. Negative reviews lend credibility to the review process itself, proof that the reviews are not edited.  By giving spa-goers this opportunity, you in turn, allow them to speak their mind.  Hopefully their constructive criticism will help you improve on any missteps or give you a reason to practice a regular assessment of your spa’s practices.

 

Although a negative review can be upsetting, it is important to remember to take all criticism constructively. Keep in mind that a prompt reply to a negative review can go a long way in building a loyal fan base.  For example, a spa-goer was disappointed with the product they purchased at your spa.  Why not address the problem by responding to their review, offering them a refund or an exchange for a different product.   Loyal customers are your “best cheerleaders and your customers for life” so treat them well!

 

Here is a real example of a negative review and a professional response by the spa owner:

 

Spa-goer review: I had a very poor experience at this spa. I feel a great experience starts the second you walk through the door. I was not welcomed and I did not feel relaxed. I personally didn’t care for the sound of the roaring train passing by. I will never return to this spa!

  

Spa Owner response: Our spa is located in a 1970’s Florida Style Home that we found to be a perfect fit for our eco friendly day spa. What’s better than recycling an old home and making it our clients’ sanctuary! Our entire decor is eco friendly and we offer the best of the best organic products. We are so excited to have found this location, and yes the train is down the street from us but it brings us back to our roots.

  

 

We all get so caught up in this fast paced society and forget how everything was when our lives were simple. The sound of the train at night as it approaches always brings a smile to our faces as well as our clients. It’s so nice to be located in a free standing building so that we can offer our clients convenient parking and intimacy. We are located on a small street, so it is very quiet, unlike being located on a busy street like most day spas in our area.

  

 

What else can we say? Experience it for yourselves everyone! You truly will not be disappointed! We have 15 years of experience in this industry and truly put our hearts and souls in this spa and in every treatment that we provide. We look forward to welcoming you into our home away from home!

 

  

 

If you have any questions about reviews on SpaFinder.com, feel free to contact Katia Santos at 212-716-1214 or Katia.Santos@spafinder.com.

 

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