I’ve been getting two questions a lot lately from salon owners:
“How do I keep my clients?”
“What can I do to create more loyal salon guests?“
This is why I love talking about client retention for salon owners — because I believe it’s just as important as focusing on attracting new clients.
If there’s one tip I can give you about creating a solid relationship with your salon clients, it’s this: Always ask your clients for feedback.
If you’re looking to create long-term, loyal relationships with your stylists, you can create such a bond by doing exactly the same. Start asking your team for feedback, too.
Of course, you know I always talk about carefully tracking your numbers and profit.
But, increasing client retention at your salon is another way to build a successful, sustainable business full of clients you want to spend time with.
I know all too well what it feels like to get a negative review on Yelp or receive a phone call from an unhappy client. You get that sick feeling in your stomach and become defensive.
I know it’s a hard pill to swallow.
But! There are such positives to embracing reviews and receiving feedback.
And that only increases when you ask for feedback.
How to Get Client Feedback and Reviews at Your Salon
I’m going to break down both sides:
A) Stylists to clients and…
B) Salon owners to stylists.
Both types of feedback are incredibly important to building a hair business.
How to Get More Salon Client Reviews or Feedback
I recommend sending out a feedback survey to EVERY new salon client within 72 hours of their first visit.
You can send out a survey through your booking software if it offers that option, or by using a survey tool, like SurveyMonkey or Typeform.
You want to ask about 4-5 questions — and one should be, “Would you refer a friend?”
I also recommend sending out a survey to existing guests once or twice a year asking what you could do better.
This is a great way to reach out to your guests and remind them that you truly care about their feedback, even if they didn’t love their last appointment.
Where to Ask for Salon Client Reviews
As a salon owner or hair stylists, it’s important to also know where to get salon client reviews.
When asking for clients to leave reviews, you can point them to a few areas to leave feedback…
Google My Business
Google My Business is a free tool that allows you to manage your business listing on Google. It’s a great platform to ask for client reviews and feedback as it can significantly improve your visibility on Google search.
By having a high number of positive reviews, potential clients are more likely to click on your salon’s website or visit your salon.
Facebook Business Page
As one of the most popular social media platforms, Facebook is an excellent place to ask for salon client feedback. With over 2.8 billion monthly active users, you’re sure to find a substantial number of clients who use Facebook and would be willing to leave a review about your services.
Yelp
Yelp is a great review website where clients can rate businesses and leave feedback. It allows you to claim your business and respond to reviews, which can help build trust with potential clients.
Additionally, Yelp is integrated with Google and Bing search engines, increasing your salon’s visibility across all search platforms.
💡 Pro Tip*: Asking clients to leave a review on Yelp can be facilitated through reminders on your website, email newsletters or by simply providing a quick reminder at the end of each appointment, asking for their honest feedback on their experience.*
How to Ask Your Salon Team for Feedback
Getting feedback from your team is incredibly important.
Aside from monthly team meetings, I recommend having your stylists or employees fill out an anonymous survey once or twice a year asking:
- How you can better serve them
- How you can improve within the business
- How you can be a better leader and owner.
Again, this can be done through a survey platform, like Jotform Survey Maker, so it remains anonymous.
Offering a feedback loop is a way to build trust and loyalty between you and your team.
People want to feel heard and like they matter.
The simple act of reaching out and asking for feedback on how YOU can improve as a leader shows humility and transparency. Most team members truly appreciate the effort.
Why Salon Feedback Matters — Even the Critical Feedback
Like I always say: Feedback, whether it be positive or negative, is a true gift.
It helps you become a better stylist. A better leader. A better business owner.
It allows you to see things in your hair or beauty business you may not have before.
It may be hard at first.
But I promise you, it will get easier.
By switching up your mindset, you can turn feedback and reviews into such a great asset as a salon owner.
To start, just remind yourself to be open to it. Embrace it, and be thankful for it in every way.