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Why responding to online reviews is so important for salons and spas

Updated: Sep 8, 2023

Still underestimating the importance of responding to reviews? You won't after reading this.

Your team is already juggling countless tasks every day to ensure your guests are happy, and that your beauty and wellness business runs smoothly, so is it really that important that you respond to your reviews?

It’s easy to underestimate the effect of leaving reviews unanswered, but with 92% of people checking a local business’ online reviews before making a buying decision, how (and if) you respond will shape how potential guests see your business.

Would a salon that truly cares about guest satisfaction leave reviews detailing bad experiences unanswered for 2 weeks? It may not seem like a number one priority for busy salons and spas, but here are some key reasons that prove that responding to reviews is more vital than you may think.

1. It builds trust with your existing guests

In the salon and spa industry, trust is everything. When you respond to reviews – positive and negative - you're showing your guests that their opinions matter. This engagement demonstrates your dedication to their happiness, making them more likely to trust and return to your business.

2. It enhances your online reputation

Your online reputation can make or break your business. Responding to reviews helps manage your online image, and your gracious responses can offset negative reviews and showcase your commitment to resolving issues. A strong online reputation can attract new clients and keep your regulars coming back for more.

3. It encourages guest loyalty

Client loyalty is the lifeblood of salons and spas, and personal recommendations are extremely powerful. When your clients see that you take their feedback seriously and make efforts to address any concerns they have, they're more likely to become loyal guests, and strong advocates for your salon or spa.

4. It boosts SEO and visibility

Your salon or spa's online visibility is crucial for attracting new clients, and search engines consider reviews and responses when ranking businesses. Engaging with reviews can boost your search engine optimization (SEO) and make your business more discoverable to potential guests in your area.

5. It can turn challenges into opportunities

Of course, negative reviews are frustrating, but they can be turned into positive experiences when handled correctly. Each time you respond to negative feedback with grace and professionalism, you have a chance to resolve issues, build a connection, and potentially transform a disgruntled guest into a satisfied one. This not only improves your online reputation but also shows your dedication to quality service.


For salons and spas, responding positively to reviews is not just a good practice – it's essential. It builds trust, enhances your online reputation, boosts customer loyalty, improves your online visibility, and turns challenges into opportunities. So, don't underestimate the power of a thoughtful and positive response to your clients' reviews – it can take your salon or spa to new heights.

Now that you understand the importance of responding to reviews, you may be wondering where to start. With an all-in-one online reputation management tool like ezRepute you can manage every review from one platform, build templates, and automate responses so no online review goes unanswered again. To book a demo, reach out to, and for more information visit

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