How To Handle A Bad Review Like A Professional
Every lash artist dreads seeing a negative review. It can feel like a punch to the gut, especially when we pour our heart and soul into our craft. But here’s the thing: a bad review doesn’t have to be the end of the world. When handled with grace and a level head, it can strengthen your business and client relationships.
How To Handle Negative Feedback: Our Lash Business Tips
Step 1: Breathe First, Respond Later
When you first see a negative review, resist the urge to jump in and defend yourself. Take a deep breath, step away for a moment, and don’t respond immediately. A cooling-off period is crucial because an emotional response can escalate the situation, and that’s the last thing you want to do. Approach it later after you’ve calmed down, and come back to it with a calm mind and clear strategy.
Step 2: Assess The Review - Is There Validity?
Read the review carefully and consider: Does the client have a legitimate complaint, or is it emotional? Even if it’s tough to hear, there’s usually a kernel of truth in every complaint, and acknowledging that shows your willingness to learn and grow.
Example of a negative review:
“I went to XYZ Lash Studio expecting beautiful lashes, but they fell off after a week. The lash tech rushed, and the style wasn’t what I asked for. I’m disappointed and won’t be coming back.”
The client’s upset about two things: poor retention and a style mismatch. These are valid concerns, so your response needs to reflect empathy and a desire to resolve the issue.
Step 3: How To Handle A Bad Google Review: Respond Publicly And Privately
In this situation, it’s beneficial to respond both publicly and privately. A public response shows you care, and a private message encourages a personal resolution.
Public Response Example:
“Hi [Client’s Name], I’m so sorry your experience didn’t meet your expectations. We strive for beautiful results, and I’d love to learn more and see if we can make it right. Please message us, or I’ll reach out shortly. Thank you for your feedback—it helps us improve.”
Next, follow up privately:
“Hi [Client’s Name], I’m reaching out to apologize again for your recent experience. I’d love to schedule a time to fix the retention issue or offer a complimentary fill. Let’s discuss the style you’re looking for so we can get on the same page. Please let me know what works for you, and thank you for sharing your thoughts.”
This approach shows empathy, acknowledges the issue, and invites further discussion.
Step 4: Should You Offer Compensation?
If the problem was within your control (e.g., a poor application or misunderstanding), consider offering a complimentary touch-up or discount. This shows you’re serious about making amends. If the issue was more subjective, focus on clarifying expectations and use it as an opportunity to educate your clients.
Step 5: How To Handle Bad Reviews: A Tool For Growth
Try to view bad reviews as a chance to grow. Is there a pattern in the feedback? If multiple clients mention retention issues, revisit your technique or product choices. If communication is a theme, adjust how you manage expectations during consultations. Turn criticism into a catalyst for improvement.
Step 6: Balance Negative Reviews With Positives
Encourage happy clients to share their experiences to balance out a bad review’s impact. Positive reviews remind potential clients that your business is loved and trusted. We recommend signage with a QR code in your checkout area so your clients can easily scan and leave a review!
Turn Negatives Into Positives
Bad reviews aren’t fun, but they’re not the end of the world. They’re opportunities in disguise - opportunities to show your clients you care and are willing to go the extra mile. When handled correctly, they can lead to stronger relationships and a better reputation.
The next time you’re faced with a tough review, take a deep breath and remember: responding with grace, empathy, and a willingness to make things right will always work in your favor.
Takeaways On How To Handle Negative Customer Feedback:
Don’t respond immediately—take a moment to process.
Address valid concerns and express empathy.
Respond both publicly and privately.
Offer compensation (complimentary service) when appropriate.
Use feedback to grow.
Handling negative feedback with grace sets you apart and shows you’re dedicated to becoming the best artist you can be. Keep your head up, and remember - every experience is a chance to grow!