Salons, barbers and spas run on trust and repeat visits. A new client choosing a colourist or a massage therapist is reading reviews for one thing: will I come out of this happy?
That makes reviews unusually powerful in this trade, and unusually personal.
When to ask
The best moment is a few hours after the appointment, once the client has seen the result in their own mirror and their own light.
- At checkout: "If you love it, or even if something is not right, we would really value an honest review. I will send you the link."
- Then a short message two to four hours later with one link.
Note the wording. You are asking for an honest review, not a five-star one. Asking only clients who look delighted is review gating, and it is banned under Google's policies and the FTC rule. More in review gating is banned.
Mention the stylist, not the client
Many reviews name the stylist or therapist. That is great for your team. In replies, thank the client, mention the stylist by name, and keep the client's details private.
Thanks, Lena. Ana will be thrilled you love the colour. See you in eight weeks.
Replying to complaints about results
"My colour came out brassy." "The cut was too short." These are emotional, and the person is often still upset when they write.
Do:
- Acknowledge how they feel.
- Offer a free correction or a call, offline.
- Keep it short.
I am really sorry the colour was not what you wanted, Jess. Please call us and we will book you in with Ana to put it right, at no cost.
Do not:
- Argue about what they asked for.
- Post their consultation notes or photos.
- Suggest they did something wrong at home.
Readers are deciding whether they would trust you with their own hair. A calm, generous reply wins that decision.
Treatments and privacy
For spas, aesthetics and anything health-related, do not confirm treatments in public replies. "Thanks for visiting" is enough. If the review mentions a medical or cosmetic procedure, reply generally and move details offline.
Photos
Before and after photos are powerful but personal. Only post client photos with clear permission, and never in reply to a review.
Rebooking prompts, not review rewards
It is fine to remind clients to rebook. It is not fine to tie any reward to a review. No "free fringe trim for a review". Keep the two completely separate.
How Reputfy helps salons and spas
Reputfy collects reviews from the sites your clients use into one inbox, drafts replies that name your stylist and avoid client details, and sends the same review request to every client. Your seal can sit on your booking page, so new clients see your reviews are real before they book.
