Invite honest feedback without incentives or a request for a particular star rating. Keep the public review option open to every customer. Templates are examples to adapt, not testimonials or evidence of customer results.
"Not quite the result I asked for and I felt rushed."
Result/experience complaint
Hi [Name], I'm sorry the result and the pace of your appointment weren't what you expected — that's honest feedback we take to heart. Please get in touch at [contact] so we can make it right, on us.
— [Your Name], [Salon Name]
"Appointment started 25 minutes late with no explanation."
Timing complaint
Thank you for your patience that day, [Name], and sorry for the wait without an update — that should never happen. We're working on keeping our schedule tighter and communicating delays as they happen.
— [Salon Name]
"Had to reschedule my appointment last minute due to staff illness."
Scheduling complaint
Hi [Name], I'm sorry for the late change to your appointment — I know that's disruptive to plan around. We always try to give as much notice as possible and will prioritise rebooking you at a time that suits. Thank you for understanding.
— [Salon Name]
The playbook
The 4-part structure behind every good reply.
1. Thank them
Even a critical review is feedback — thank them for taking the time, without sounding sarcastic or defensive.
2. Acknowledge specifically
Reference the actual issue they raised. Generic replies read as dismissive, even when well-intentioned.
3. Take it private
Invite them to continue by phone or email for anything detailed — the public reply stays short and calm.
How do I respond to a negative review for my salon? +
Thank the reviewer, acknowledge the specific issue they raised without being defensive, briefly note what you're doing about it, and invite them to continue privately. Keep the public reply short and calm.
Should every salon respond to negative reviews? +
Yes — a prompt, professional reply shows future customers the business takes feedback seriously, which matters as much as the original review itself.
Start getting more Google reviews
Check your current review activity before choosing a follow-up workflow.