Running a hair, beauty, or nail salon is more than just delivering great haircuts, flawless nails, or perfect brows—it's about making your clients feel special, understood, and heard. But here’s the thing: knowing if you're hitting the mark with every client isn’t as simple as just looking at their fresh blowout or polished nails.
Let’s face it: salons are busy places, filled with appointments, walk-ins, and a whirlwind of daily tasks. It's easy to assume that because the chair is full, the clients are happy. But, how often do we stop and ask, “How did they really feel about their experience today?”
Problems of not knowing Customer’s Feedback
Salons thrive on trust and loyalty. And the reality is, customers:
- Won’t always tell you to your face if something was less than perfect.
- Sometimes, they’ll leave without saying a word—and never come back.
- Or worse, they'll quietly share their bad experience with their friends or online, leaving you in the dark about what went wrong. Unhappy clients may not tell you directly but could share their negative experience with friends, family, or post 1-star or unfavorable online reviews, tarnishing your salon’s reputation.
In most cases, a new client visit is made upon someone else’s good experience and recommendation with your Salon.
That’s why collecting customer feedback is crucial for improving client satisfaction, ensuring retention, winning over new potential customers and building a strong reputation for your salon.
Common Challenges Salons Face Without Feedback
Let’s dive into some common problems that salons often deal with:
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Silent Discontent. Not everyone feels comfortable giving negative feedback face-to-face. They might smile through their appointment, but never return if they were dissatisfied. You may not realize what went wrong until it's too late. It could be a simple thing as long waiting time, which can be easily fixed, once known.
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Unpredictable Client Loyalty. Even regular customers might not stay loyal if they feel there’s something off about their experience. Salons often struggle to understand why a long-time client suddenly stops coming back. One bad experience will get the client thinking of trying your competitor.
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Competing Expectations. Salons cater to a wide range of clients, all with different preferences. Some may prefer a quiet, relaxing visit, while others want a more social, chatty experience. Without feedback, it’s hard to know if you're meeting these diverse expectations. Basically, making you have failed to identify and anticipate their needs & preferences.
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Reputation Management. In the age of online reviews, one bad experience can lead to a negative review that’s visible to thousands of potential clients. And it’s usually the unhappy customers who are most vocal online. Feedback can help you address concerns before they turn into public complaints.
Overcoming Salon Challenges with Customer Feedback
So now that we’ve talked about the importance of customer feedback and the common issues salons face, let’s dive into how you can start solving these problems.
Collecting feedback doesn’t have to be difficult, time-consuming, or awkward. In fact, with today’s technology, it’s easier than ever to gather actionable insights from your customers. And that’s where Spokk comes in—your ultimate feedback assistant. But more on that in a moment.
Introducing Spokk: The Effortless Way to Collect Salon Feedback
Now, imagine if gathering this feedback was as simple as sending a text—and if your clients could respond in less than 10 seconds. That’s exactly what Spokk does.
Spokk is a feedback tool designed to help salons like yours easily collect customer feedback without the hassle.
Here’s how it works:
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Share Feedback Link via SMS. Right after the appointment, you can send your customer a quick feedback link straight to their phone. No complicated forms, no fuss—it only takes them 10 seconds to fill out.
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Customizable Feedback Form. Want to ask about service quality, staff friendliness, or the salon's cleanliness? With Spokk, you can customize the attributes you want feedback on, so you get the exact insights you need to improve. Refer below for the feedback attributes you can use for your salon.
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Get Staff Feedback. Want to know which stylist or technician is getting rave reviews? Spokk helps you gather feedback on individual staff members, so you know who’s excelling and who might need more support to do better next time.
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Get Written Feedback. Sometimes star ratings aren’t enough. With Spokk, clients can leave written feedback too—giving you deeper insights into their experience.
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Get Public Reviews. Struggling with getting clients to leave public reviews? Clients find doing it annoying for two main reasons; it’s time consuming & clients do not know what to write. With Spokk’s AI-powered feature, a customized review draft is automatically generated based on the clients’ feedback. With just a simple copy & paste, clients can easily post their reviews online and boost your salon’s reputation.
Once a customer submits feedback, you can:
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Reply to feedback. Get in touch with your customer to fix client complaints, keep track of the clients you have & need to respond to. Keep your after sales conversations on point to offer your clients a more personalized touch.
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Send coupons. Reward your client with a coupon for their valuable & actionable feedback. Fix negative experiences & appreciate good feedback. Use coupons to keep your clients happy and to secure their next visit with you.
Get started with Spokk now!
Use the following tips to manage customer feedback with Spokk.
Use Spokk to Gather the Feedback Attributes Your Salons Needs
Before we dive into solutions, let’s think about the kind of feedback that’s truly valuable to your salon. What will actually help you improve, retain clients, and grow your reputation?
Here are some practical areas to focus on:
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Service Quality. How did your clients feel about their service? Was their haircut, manicure, or facial exactly what they expected? A simple star rating on service quality goes a long way in helping you know if you’re meeting expectations.
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Product Quality. With a growing concern on products used, you need to know if your clients are truly happy with the products you use on their hair, skin and nails. Do they consider it to be of good quality? Any side-effects reported? Feedback on products can help you identify if you need to make any changes, if necessary.
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Staff Interaction. Customers don't just interact with the service—they interact with your team. Were they greeted warmly? Did the stylist or technician listen to their preferences? Feedback on staff interaction can highlight who’s excelling and where there may be room for improvement.
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Atmosphere and Cleanliness. A salon’s environment is crucial. Ask for feedback on whether clients felt comfortable and if the salon was clean and inviting. These details can make or break someone’s experience.
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Wait Time and Convenience. Did they have to wait too long? Was booking their appointment easy? These logistical details can often be overlooked, but they’re key to a smooth customer experience.
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Overall Satisfaction. Asking for an overall rating helps you get a snapshot of how satisfied a client was with their entire experience, from start to finish.
How Salons Should Respond to Feedback: Keep It Personal
Once you’ve started collecting feedback, the next step is just as important: responding. Whether the feedback is positive or negative, how you reply speaks volumes about your salon’s care and professionalism.
Responding to feedback doesn’t have to be time-consuming. With the right approach, you can acknowledge your customers in a way that feels personal and thoughtful, strengthening the relationship and building loyalty.
Responding to Positive Feedback
When a client leaves glowing feedback, it’s your time to shine! A quick, heartfelt response shows you appreciate their kind words and value their loyalty. Here’s a simple formula: thank them, mention something specific, and invite them back.
Sample Template for Positive Feedback:
Hi [Client's Name],
Thank you so much for your wonderful feedback! We’re thrilled to hear you loved your [specific service, e.g., manicure/haircut]. [Stylist/Technician’s Name] enjoyed working with you, and we look forward to seeing you again soon! If there’s anything we can do to make your next visit even better, just let us know.
Warm regards, [Your Salon’s Name]
Why this works: This response is short, personalized, and highlights the staff member, which adds a personal touch. It also leaves the door open for future visits, encouraging ongoing loyalty.
Responding to Negative Feedback
Negative feedback is tough, but it’s also an opportunity to turn things around. Responding with empathy, understanding, and a solution can win back unhappy clients. Remember: never get defensive, and always offer a way to fix the issue.
Sample Template for Negative Feedback:
Hi [Client's Name],
Thank you for sharing your feedback with us. We’re so sorry to hear that your experience with [specific service] didn’t meet your expectations. We truly value your input and want to make things right.
Could you please share more details with us at [email/phone number] so we can address the issue personally? Your satisfaction is our priority, and we’d love the chance to make it up to you.
Best regards, [Your Salon’s Name]
Why this works: This response shows empathy and takes responsibility without being defensive. It offers a clear path to resolution and invites the customer to continue the conversation privately, keeping things professional and constructive.
Responding to Neutral Feedback
Sometimes feedback is neither glowing nor negative—it’s somewhere in between. This is a chance to show your attentiveness and commitment to improvement.
Sample Template for Neutral Feedback:
Hi [Client's Name],
Thank you for taking the time to share your thoughts. We appreciate your feedback on your [specific service] and are always looking for ways to improve. If there’s anything specific you think we could do better, please don’t hesitate to let us know! We hope to see you again soon.
Kind regards, [Your Salon’s Name]
Why this works: It acknowledges the feedback and invites further details, showing you’re always striving to improve. It's polite, concise, and leaves the door open for future visits.
The Importance of Personalization
For all your responses, try to add personal touches like using the client’s name, referencing specific services, or mentioning staff members by name. This helps clients feel like they’re not just a number, but a valued part of your salon family.
This approach will keep your responses brief but meaningful, while offering customizable templates that salon owners can tweak to fit their unique style.
Analyze and Act on Feedback for Your Salon with Spokk
Collecting feedback is just the start—knowing how to analyze and act on it is where the real value lies.
Spokk makes this process easy, helping you turn insights into actions that improve your salon’s client experience.
1. Spot Patterns and Trends
As feedback rolls in, you’ll notice patterns. Maybe clients love a particular stylist, or they’re consistently mentioning long wait times.
Tip: Focus on the most common feedback, good and bad. This helps prioritize what needs fixing.
Action: If wait times are a problem, revisit your booking process. If a stylist gets rave reviews, recognize and learn from their approach.
2. Pay Attention to Star Ratings for Quick Insights
Star ratings give you an overall snapshot of customer satisfaction. On Spokk, clients can rate specific aspects of their experience at your salon, from the quality of service to the salon’s atmosphere. Look closely at any ratings of 3 stars or below.
Tip: Pay special attention to clients who leave 3 stars or less. This is a sign that something went wrong, and it’s your chance to step in and make it right. These are opportunities to step in and resolve issues.
Action: For clients who leave lower ratings, reach out directly with a personalized message (you can even use the template we shared earlier!). Offer them a solution or invite them to return for a better experience at your salon—this can turn a frustrated client into a loyal one.
3. Use Written Feedback for Deeper Insights
Written feedback tells you the “why” behind those ratings & the real details of a client’s experience at your salon. Spokk makes it easy for clients to leave quick, insightful comments.
Tip: Pay close attention to the specific language clients use. Are they mentioning a particular service or stylist they weren’t happy with? Is there a recurring issue with communication? Written feedback gives you a fuller picture of what’s going well and what needs work.
Action: If clients are consistently commenting on how rushed they felt during their appointments, consider adjusting how much time you allocate per client or training staff to spend more time communicating with them. For feedback praising staff, pass on the positive comments in team meetings to keep morale high!
4. Look for Opportunities to Improve Staff Performance
Spokk lets you track individual staff feedback on your stylists & technicians, showing who’s excelling and who may need extra support based on direct client feedback.
Tip: Use this data to identify your top performers and those who might need a little more coaching. Celebrating staff who receive positive feedback motivates them and sets a great example for the team. Coaching the staff that needs help in a particular area will perform better next time and get you more top performers.
Action: Reward high-performing staff and offer coaching/extra help where needed to raise the overall service quality & its consistency. It’s crucial for customers to keep coming back to you for the service you offer.
5. Turn Positive Feedback into Reviews
One of the best things about Spokk is that it helps you turn happy customers into public advocates by allowing posting public reviews easily with AI-review drafts. Positive reviews are like gold for any salon—they attract new clients and boost your online reputation. One nice hair cut, makes family & friends want to know where it was done.
Tip: Send a follow-up to 4- and 5-star clients encouraging them to share their review publicly. Use Spokk’s review draft feature to encourage clients to post their feedback publicly. The easier you make it for them, the more likely they are to leave a glowing review.
Action: Send a follow up SMS and thank your 4- and 5-star clients and encourage them to share their experience online. With the pre-written review draft, all they have to do is post!
6. Set Goals and Track Progress
As you analyze feedback, it’s important to set goals for improvement. Feedback helps you set clear goals, like reducing wait times or improving service quality at your salon. Spokk lets you track how your salon is performing over time.
Tip: Regularly review the feedback trends to track your progress over time. Are fewer clients mentioning long wait times? Are you seeing an increase in 5-star reviews for certain services?
Action: Use this feedback to adjust your goals and strategies. Celebrate the wins, and make necessary changes where you see room for improvement. Keeping a pulse on client satisfaction through Spokk ensures that your salon is always moving forward.
Start Improving Client Satisfaction with Spokk Today
Get started with Spokk and transform how your salon collects, analyzes, and responds to feedback. With Spokk, you can ensure every client leaves relaxed and satisfied, helping your salon grow and thrive!
