26 May 2021
Should You Ask Your Client For A Review?
Reviews are an amazing opportunity to expand your growth mindset. We want you to stretch yourself and reviews are the easiest way to do it. Like every artist, the nail tech’s work should be open to a constructive critique not criticism. Does the truth have to hurt? The answer is no, if you stay curious. There is nothing to fear in the good or bad review. Asking your nail clients for their honest feedback is the thing to do. Just make sure to use the feedback for your benefit. It’s a chance for the nail pro to see themselves through another’s eyes. This kind of perspective is invaluable for boosting self-confidence and the continual journey of self-improvement.
FEAR NOT THE REVIEW
Customer reviews are an integral part of any service business. They’re part of our everyday retail economy. Without even thinking, the first thing a person does when looking for a new lunch spot or vacation rental; a pair of yoga pants, a beauty treatment or future beauty school is to scroll for reviews. The five stars and fellow customer commentary is a cheat sheet for consumers. Asking for a review is a necessity. Don’t think of it as an invitation for criticism. Instead, if you can embrace the process, let’s consider it a way to solicit compliments and positive feedback.
JUST ASK!
Feedback etiquette, here’s what you need to know. It can feel uncomfortable to ask. Don’t freak out. It’s not as hard as it looks. Just be you. We promise it won’t hurt. Nowadays, you don’t even have to make direct eye contact to ask for a review. Relax, take it easy and dial it in. Literally...take the digital route. Your booking app or customer check out process can lead your client to the questions. We are big fans of an automated follow up text/email with a link included with their receipt. Make the process a no brainer. The question could be as simple as, on a scale of 1-5 1) Did our nails bring you to a happy place? 2) How likely are you to recommend us to a friend? 3) What is one thing that we could do to make you happier? Kindly remember that it’s not ok to hound your customers for reviews. Casually mention it once at the end of the service. That is all. You are already awesome at what you do. Leave the rest to the universe.
YOU ARE NOT A ROBOT
There is an online troll who goes by username Anonymous&Angry1978 breathing venom on your review history. So what happens when the posted reviews don’t fairly match up to the quality of your service? Stand by your work and your intention to provide excellent service. Accept that we’re all human. Sometimes a bad day can make our bizarro and extremely fragile alter egos show up in our place. Crank up your empathy and awareness. Reframe the reactivity and defensiveness. Refrain from any online combat. Before you respond to anything, take a very deep exhale, call a fellow nail tech or reach out to someone you admire in the business for support. Process the information the not-so-nice review offers. What can you take to heart and what might be irrelevant? You may have ten positive reviews and one negative one. Which one are you listening to on blast? Which one are you framing on your bathroom mirror? Thank each person for their feedback (positive or negative). Show your clients that you care. Sometimes that’s all a person needs, to be heard. If one person’s remarks feel like a major burn without merit, invite them to reach out directly so that you can figure out how to make things better.
**This is an adaptation from our YN Biz Talk playlist on YouTube, BIZ TALK: SHOULD YOU ASK YOUR CLIENT FOR A REVIEW? which originally aired on April 20, 2021.
***Follow our YN YouTube Channel and click here to watch the full discussion: