How to Handle Negative Reviews Without Losing Your Cool
Running a spa or salon means building personal relationships—and nothing stings quite like a bad review. Whether it's fair or feels completely off base, how you respond says a lot about your brand. The good news? A negative review can actually become a powerful tool for growth—and even build trust with future clients.
Let’s walk through how to handle these moments with grace, empathy, and a dash of strategy.
1. Take a Breath—Then Read It Again
Your first reaction might be frustration (totally normal). But responding in the heat of the moment rarely works out well. Step away, take a breath, and re-read the review objectively. Is the client upset about something fixable? Are they venting or genuinely raising a red flag?
2. Assess What’s Really Being Said
Some reviews might feel dramatic or personal, but look for patterns or pain points. If a few guests say the front desk team feels rushed, that’s worth exploring—even if the tone of the review is harsh. The most valuable reviews aren’t always the glowing ones.
3. Respond Publicly, But Kindly
Think of your response as a message to potential clients, not just the reviewer. Use a calm, empathetic tone, and don’t copy/paste generic replies. Example:
“Hi [Name], thank you for your feedback. We're truly sorry your experience didn't match your expectations. We’re discussing this with our team and would love the opportunity to make it right.”
This shows accountability without defensiveness—and sets the right tone for future readers.
4. Don’t Take It Offline Immediately
Tempted to say “Call us to discuss”? Hold that thought. It can come across as avoiding public accountability. Instead, respond publicly first—then offer to connect privately to resolve it. Transparency builds credibility.
5. Know When NOT to Respond
If a review is clearly fake, hostile, or violates platform rules, report it. Not every comment deserves your time or energy. Responding to trolls can backfire—save your bandwidth for guests who genuinely care.
6. Turn Feedback into Action
If multiple guests mention the same issue, it’s time for a staff meeting or process tweak. When you act on feedback, mention it in follow-up reviews or social posts:
“We’ve updated our appointment system thanks to your feedback!”
That’s how you turn critics into unexpected collaborators.
7. Use Innovative Ways to Flip the Script
Some of the most memorable spa brands take an unexpected approach:
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Feature an honest review on your social media, paired with a “we heard you” update.
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Send a handwritten apology and a follow-up offer—surprising a guest who left unhappy might turn them into a loyal fan.
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Create a “guest council” of a few regulars who give you periodic, informal feedback. They feel invested, and you get early warnings before problems show up online.
Negative reviews aren't the end of the world—they're part of doing business in a human way. When you lean in with empathy, stay transparent, and think creatively, you’ll do more than fix an issue—you’ll show future clients that your spa or salon truly listens.
Want to keep building trust and community? Start by treating reviews as conversations, not confrontations.
Universal Companies is proud to have a team of experienced spa advisors on staff and welcomes you to consult with our professionals about spa products and supplies, including ingredients, equipment, and retail. Dedicated to the success of spa professionals everywhere, we're grateful to be recognized with multiple industry awards (thank you!) and proud to support the spa industry through mentorship and sponsorship.