Dealing with a bad review on yelp!
I received my first review online and it was a negative one. The client states she received other services from where I work and was pleased but deducted a start from the review due to her facial by me (she does state my name). She claims my facial was "fumbly" and at times "awkward." She also complains that I massaged her arm with cleanser instead of massage cream which I did accidentally start to put cleanser but apologized and wiped it off, it wasnt a huge deal at the time. She also failed to mention she wanted the room so dark I could barely see and it doesn't help our cleanser and massage cream bottle look identical. She said I put on moisturizer and then used a cold towel to wipe it off which I never did and made no sense. She complained about me running late and about the product I recommended for home care not being used during the facial. Both of those things are out of my control and she got her full time . She finishes by saying she has had many facials and they all have their own twist but wasn't impressed by my facial (we cleanse, tone, exfoliate, extract, mask, and moisturize) saying she expected more and while I was apologetic and sweet about it, but it doesn't make up for it when it comes down to spending her "hard earned" money it won't be on facials by me.
How would you feel if this was a review about you? And how would you deal with it? I am shocked because I remember this client very well and she seemed totally happy and no complaints even saying she enjoyed it. Instead of addressing her issues to me or the management team she writes it on the Internet. I looked at her yelp page with many reviews and while in my review she states she's had many facials, the only review on any facials is mine.
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Replies to This Discussion
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Permalink Reply by Nicole Weymer on
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I would feel terrible! Are you a new esthetician? Maybe she could have given you the benefit of the doubt. In this situation, there is not a lot you can do other than offer discount coupons to clients who are willing to rate your facials (and hope for positive review). I am sorry this happened to you. Now that you have this review, look over her complaints and see how you can improve. Good luck!
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Permalink Reply by Megan on
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I have been an esthetican for 1 year but have only been doing facials for 4 months at my current job. I work 2 days a week and do about 2 or 3 facials a shift. I feel attacked and so embarrassed anyone who knows where I work can see the review. Since I work for the company which is very corporate, I can't offer any deals. I know I messed up with the cleanser on the arm but honestly that has been the biggest mistake I've ever made and I've never done anything like that before. The client laughed it off and even said something along the lines of dont worry about it. I feel like the one time I mess up its blown into a huge deal yet other esthetcians at my job have made way worse mistakes which dont get posted on the Internet. I really don't know about it being "fumbly." Her saying it was awkward confirms my fears that I do think it can be awkward. I feel that way when the client won't relax and when they won't talk. When people stay awake it does make me nervous and feel like they are paying too much attention to what I'm doing and not relaxing. The company I workfor also requires us to talk through the facial, every time I apply a product I have to say what it is and why it's beneficial for their skin. That's something I am still not comfortable doing
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Permalink Reply by Carrie Patrick on
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Was she reviewing you on your own individual Yelp site or your employer's site? If it's your employer's site there probably isn't much you can do about it because posting a reply might be frowned on by your employer.
If you can reply to her review, I think it can be a positive thing in many ways if the reply is done right. first of all, when people see mostly good reviews but one negative review, it shows that you are legit and aren't just deleting bad feedback, that you are able to respond professionally to criticism etc.
The trick is not to be defensive, not to make her look wrong in public, or make it sound like it's just an argument being aired in public. You could write something like "I'm so sorry you weren't happy with your facial. I always hope to do the best job possible and I wish you had said something at the time so I could have addressed these problems for you during the treatment. I would love to have you return as a client and if there's anything I can clarify for you about some of the details you weren't happy with, please email me or give me a call so I can make sure I'm meeting your expectations."
Once you've done this type of reply, the next thing is to avoid being drawn into an extended series of public replies. Some negative reviewers will try to do this and it always ends up making the business look bad if people see an endless string of childish YOU! No, YOU! back-and-forth. So you ideally just post a nice thing like above and then if they keep responding in public instead of contacting you as you requested, you just ignore it and move along and let them look like a ranting idiot if that's what they want.
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The review was under my employer. My employer actually replied back and said that they appreciate the feedback and are glad she had an overall good experience (referring to her other services she enjoyed)
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Also, my employer did not mention this to me at all. This happened about a month ago. I came across it on my own. It also frustrates me wondering what my employer thinks. I have seen them reply back to other reviews that were negative about them, even defending their decisions.
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Permalink Reply by Miss D on
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This company you work for is a place to get your feet wet and move on. Speaking for myself, I am not a fan of talking every step with the client. I know you have to follow the "rules" but maybe ask the owner if you could approach each client differently. When I have a client have have not met yet I ask them if they have any questions regarding products during the session I am more than happy to oblige. If they tell me they want to relax because they are tired that tells me we need to have a quiet session. I get them relaxed with a little aroma therapy before I begin the treatment because it usually takes a good 10 mins. for the client to fully relax. I also schedule 15 mins between clients for clean up and product knowledge/sales/rebookings. I do extend more time to a new client who I haven't met yet.
Don't let this get you down Megan because as each year passes, your confidence will grow and I truly believe "like attracts like" and you will have built a clientele that you connect with a grow great relationships with.
I have been doing this for 15yrs and still have a huge handful of clients from the beginning. I have been to Weddings, baby showers, birthdays, anniversary parties...the list goes on.
Keep your chin up kiddo!
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Permalink Reply by Jodi on
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My boss once told me to do something, this is just the reason why. She said to write down every good thing clients say, no matter how small they may seem at the time. Because we can hear 100 good things, but it's the ONE bad thing that will stick with us and haunt us forever, no matter how good we are! I suggest thinking back to all the positive things clients have told you, and hopefully let this one slide off your back. I'm sure your facial was amazing. I do understand how it would be awkward to explain every step, I never do that, unless they ask me to.
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Thanks Jodi!
That's a great idea. Yes that is very true about the one bad thing sticking with you. I have had plenty of clients tell me how relaxed I made them feel an how much they enjoyed the facial etc.. I feel like that's why I was so blindsided because I thought it went well besides the cleanser on the arm which she blew off at the time. And I also feel like the way she worded that it was because of my facial she was deducting a star from the review really hurt my feelings. It also is hard when I don't get publicly praised on the Internet or through our own review system that the company has. The first time I'm getting anything said publicly is bad. And this being another client who has said they weren't really wowed by the facial but I think that goes back to the protocols I have to follow which are out of my control
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It's a shame the protocols are out of your control. Mine are as well, to a point. I'm limited in the products I can use, chosen by my employer, but what I choose to do with my hour with each client, the use of which products, and the special touches I add (scalp, hand massage, etc) are all up to me. You can take what may seem limited and make it the best with a little improvising and imagination! I always try to give my clients the very best I have to offer, regardless of the products I have at my disposal.
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I would feel bad as well. Internet is great but for times like those. I agree with the others, look for the good things in the service and let them cancel out the bad! Write a nice reply if you are allowed to. Try to get others to post some good reviews to help offset. Amazed the company didn't alert you earlier. I knew a gal many years ago who intnetionally used face cream for full body massage! I come from a massage background so I find it extremely hard to talk all the way through a facial. I just think most do not want to hear it-it is still, IMO, supposed to be relaxing, and how can it be when therapist jabbers all the way thru! That's on the company-and their wishes. I'm glad I work for myself! Cheer up-I know it'll take a while, but you'll get over it!
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Permalink Reply by Sheila Gordon on
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Everyone had a "bad" day. Hell, when I first started doing facials on my own a year ago, I waxed part of a womans eye brow off...YUP! AND SHE FREAKED! These things will happen. Just brush it off and I agree with Jodi. Not everyone is going to like your service. Either clients will want more relaxation or they will have relaxation and want more clinical treatments. Brush it off, hold your head high, be confident and move on. Speak to your employer about the situation...offer to give the mgr or owner a facial so they can see that this is not a fact about how you give your facials. Good luck Megan!
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Permalink Reply by Amy Lynn Scheele on
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its easy to sit at a computer and burn someone, rather then in person. how to deal with... get motivated. she didnt mentiin names, so no harm no foul. somes folks are very picky, and not happy unless picking someone apart. dont let a few comments or mistakes invade your confidence, just work harder to get a good review. i can think of a few times like facials done for job interviews, or doing a facial on someone a bit more intimidating, even my firsf facial on a 89 year old woman (her first too) i totally spaced, and felt fumbly. its happens, we cant be perfect. i also went to school for fine art. critique was a part of experience, we learned to feed from it and perfect our craft. a great talent in all aspects of life.
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