Sherri thank you for your thoughts. It's painful to be humbled but I can use this experience to learn. I've been so freaked out that I haven't ever just sat down and read each of them objectively.
You're absolutely right about contacting the negative reviewers. I call each of them back, or email them to let them know that I'm sorry they had a negative experience and that I take their complaints as lessons in how to improve my customer service. I'm not so much concerned about reviews of the physical space as I am about the service. We just recently moved to a new, different looking space. As for the one claiming I'm dirty, that's a straight up lie. I have no record of this person ever having been to the spa. I had a fake review once before by someone who was opening her own place. That's what I think this is and I've asked Yelp to remove it. Thanks for your thoughts and letting me vent. ------ Michelle Phoenix, Owner/Elite Nail Technician Wet Paint Nail Spa Hair, Skin & Nails www.wetpaintnailspa.com On Aug 12, 2011, at 11:46 PM, Sherri Evans <thenail...@gmail.com> wrote: > > I looked over your reviews and the negative ones seemed pretty straight > forward. > > As a former salon owner I personally would have called each one of those > unhappy people and offered a comp service or whatever it would take to make > them happy. > > It seems one recurring complaint is the clients aren't finding the > atmosphere/decor relaxing. while it may reflect your personality, you may > want to consider something more neutral and soothing color wise and change > your background music to spa music. Remember that it's all about perception > and perceived value for the client. Try looking at every aspect of your > service from initial phone contact to re booking and analyze every step. > > One more suggestion: while it is nice that you don't answer the phone when > you are with a client, it isn't nice for the caller. You need someone to > answer the phone or you must find a way to return calls within the hour. > Nothing is more frustrating than calling a business and getting no answer or > voice mail and no return call. > > Perhaps you know someone in the business who would be willing to come to your > salon as a patron (unbeknownst to your staff), a mystery shopper so to speak, > and who will give you an honest critique of their experience. > > Good luck and I hope you can turn your reviews around! > > Sherri Evans > Yuma, Az 85364 > > (928) 550-2836 > > Get your SHELLAC ATTACK HERE! > > > > On Fri, Aug 12, 2011 at 8:04 PM, Wet Paint Nail Spa > <wetpaintnail...@gmail.com> wrote: > Fellow spa owners please help me. We've started getting consistently bad > reviews on Yelp, where we used to always get good ones. I've asked the girls > what they think and we just can't come up with anything. I know there's a > review where I am actually to blame because I was cranky, but other than that > we don't feel like we're doing anything different. > > Ideas? > > ------ > Michelle Phoenix, Owner/Elite Nail Technician > Wet Paint Nail Spa > Hair, Skin & Nails > www.wetpaintnailspa.com > > -- > You received this message because you are subscribed to the Google Groups > "NailTech" group. > To post to this group, send email to nailtech@googlegroups.com. > To unsubscribe from this group, send email to > nailtech+unsubscr...@googlegroups.com. > For more options, visit this group at > http://groups.google.com/group/nailtech?hl=en. > > > -- > You received this message because you are subscribed to the Google Groups > "NailTech" group. > To post to this group, send email to nailtech@googlegroups.com. > To unsubscribe from this group, send email to > nailtech+unsubscr...@googlegroups.com. > For more options, visit this group at > http://groups.google.com/group/nailtech?hl=en. -- You received this message because you are subscribed to the Google Groups "NailTech" group. To post to this group, send email to nailtech@googlegroups.com. To unsubscribe from this group, send email to nailtech+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/nailtech?hl=en.
