Let’s admit it. A less-than-perfect review isn’t something anybody wants, but it doesn’t have to be the end of the world. There are ways to successfully resolve negative online reviews that will likely satisfy your disgruntled client—and ultimately strengthen your business.



1)      Contact the consumer: Seek to rectify the situation by reaching out to your dissatisfied client. Clients will most likely appreciate that you made the effort.

2)      Take the time to reply: Many online review sites allow companies to publicly respond to critiques. Follow up by posting your own response explaining your point of view and how your spa remedied the situation. Just remember to mind your manners—poor reviews must be handled delicately. Don’t go off into a rant just because you disagree with the negative comments!

3)      It’s never too late to say I’m sorry: If the review warrants an apology on your behalf, then make one. If you’re in the wrong, admit to it. Tell the client you made a mistake and that your spa has put in safeguards to better handle the problem should it resurface in the future. Owning up to your mistake and being honest will likely help win back the client’s respect.

4)      Turn a negative review into a positive: Use it as a lesson learned to improve your business. Perhaps the reviewer actually made some good points. Take note. Apply this constructive criticism (even if it wasn’t offered politely) to make your business better.