How should a salon or spa respond to Google reviews?

Short answer

Personably and quickly. Beauty is emotional and personal, so celebrate happy clients by name and handle disappointments with empathy and an offer to make it right.

Salon-specific tips

• Thank clients for naming their stylist and the service they loved.
• For a cut or color gone wrong, apologize and offer a correction or consult.
• Keep the warm, personal tone clients expect from you.

Prospective clients scroll reviews to decide whether to trust you with their look. Fast, gracious replies — especially offering to fix a bad result — turn a one-star moment into proof that you stand behind your chairs.