Chapter 3

Is a bad review an insult, or an operations report?

Đánh giá xấu là lời chê, hay là báo cáo vận hành?

The chapter's question

What are the last thirty reviews saying about my salon?

Big idea

Reviews are an operations report written by clients; nobody has read them that way yet.

In this chapter

  1. Part 3.1

    Grouping the Complaints

    How many themes do my complaints fall into?

  2. Part 3.2

    Replying to a Bad Review

    In what words do I reply to a one-star review?

  3. Part 3.3

    When to Ask

    At which minute of the appointment is the client happiest?

  4. Part 3.4

    When It Names a Technician

    How do I handle a review that names a specific stylist?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Salon People Recommend is free to read right here.

Read in Conan School

Chapters of The Salon People Recommend

  1. 1.Do clients describe my salon in one sentence, or ten?
  2. 2.Are my photos showing off the craft, or hiding it?
  3. 3.Is a bad review an insult, or an operations report?
  4. 4.Is my best marketing channel already sitting in the chair?
  5. 5.Is my ad budget bringing clients, or just a habit?