Dealing with a bad review on yelp!

Hey guys,
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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Permalink Reply by Denise Ivers on March 5, 2013 at 2:33pm

Hi Megan

I know it's hard but try not to let this bring you down. It happens to many of us. It's always the one's that are not happy that are quick to leave a review. I know that you are limited in how you can respond to this client since you work for someone but would your employers allow you to contact her? If so be prepared in what you plan on talking about and have a solution ready. Read below to see how I handled a difficult client. If one of her complaints was that you felt "fumbly" or "awkward" and you feel you need more hands on with clients, try to work on your co-workers and ask them for their honest opinion. This is the only way we grow. No one comes into this profession knowing everything and doing everything perfect.

I had a client that came to me on a deal for a facial and she was very resistant in filling out the intake form. She said that I asked too many personal questions and that I didn't need to know her medical backround. She said to me "your not a doctor you know" This gal was a nursing student. We had horrible chemistry. This is the one and only times I experienced something like this with a client. I explained to her why I needed the information (medications, illnesses etc possible side effects) and she still refused to provide me with any details of her medical history. I then explained that if she wasn't comfortable putting it on paper I would ask her questions during the treatment and she could answer verbally, she agreed. So during the "busy" time of her facial cleansing, steaming, I asked her a few questions. I didn't even do extractions since she was very vague about her history. I also wore gloves the entire time which I never do (just during extractions) because I didn't want to take any chances with contageous diseases. She left after her treatment, obviously didn't seem too happy and a few days later she slamed me with a 2 star review on Yelp. She said I talked too much during the facial and she couldn't relax. I was devestated. I felt frozen. I decided to call her and chat about the review and offer her a refund. I reminded her that she agreed to answer questions and that is exactly what I did, I asked her questions that she wouldn't list on her intake form. She then asked me directly, "do you want me to remove the Yelp review"? I explained to her *very* professionally that negative reviews really impact a business. I explained to her that I was sending her a refund no matter what with no strings attached. She removed the review 2 months after she cashed my check. That was four years ago. This taught me a couple of things:

1.) Don't be so quick to offer money back. To me this screams "I'm guilty of what you claim". Maybe offer a small discount on a future service or a complimentary add on service. No money out of your pocket.

2.) Always ask your client at the conclusion of their treatment "Do you have any questions or comments for me about your treatment? Did I answer all of your questions"? They may still leave a not-so-great review but at least you are asking them for feedback and this may be enough for some clients to stop them from leaving a negative review.

3.) As someone else on this forum stated, you can't make everyone happy all of the time. Be confident. Be prepared in your treatment room so that you know exactly where your products are and that they are lined up and ready to go. Also, it's okay to say no to clients on certain issues like a totally dark room. This could be a safety issue.

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Permalink Reply by Eryn Cook, RN, LE on March 13, 2013 at 9:30pm

Welcome to working with (er, on) the public! This is your first lesson in "you can't please everyone". As for the yelp comment, if you are able to reply, I would. Since this is under your employer's yelp account, you may not be able to. If it is possible, it would be best to acknowledge the yelper's comments, apologize for what she perceived to be a less than enjoyable experience, and ask for the opportunity to serve her again and "make it right". The worse that can happen is she will not return, and given the Prima Donna attitude she has, it's not much of a loss. But online and in the public's eyes, you will have redeemed yourself. Learn and move on!!!

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Permalink Reply by Jen on March 13, 2013 at 11:18pm

I do not think people should put themselves on yelp for that reason. It a forum for bashing, I never go to yelp to help me decide where to go, eat, or services.

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Permalink Reply by Patrick McRae on March 17, 2013 at 11:35pm

While I realize bad Yelp is always embarrassing, look at how you can use this review to grow as a professional.
First, remember that some clients are harder to please than others and an unhappy client is always going to be more motivated to tell their story to the world than a happy one. If your employers didn't see fit to tell you, it's probably because they don't think it's that important. They may know that this client has a history of complaining or that a certain percentage of Yelp reviews are always going to be negative no matter how excellent the spa may be.

Now, the hard part. You mention that some things (like products used) are out of your control. But what parts of the experience ARE under your control and how can you improve them? You mention that the room was very dark and you confused the cleanser and lotion. Can you arrange your products in a way that similarly packaged products are separated so they can't be mixed up by mistake? If you set your tools and products up in the same way every time, you'll eventually be able to 'memorize' where they are and find things even in the darkest room. This can also help with the appearance of being 'fumbly' and 'awkward' while helping you keep your appointments moving along in a smooth, timely manner.

Her complaint of being 'fumbly' and saying she expected more can also be inspiration to improve your touch skills. Even spas with the most standardized, regimented treatments have some estheticians who clients see as more 'special' than others. Much of this has to do with touch and how all the little things - how product is applied, how smoothly a towel is handled when removing a mask, if a mask is brushed on smoothly or haphazardly. Does an exfoliation feel just like someone rubbing scrub over the face or does it feel like a luxurious mini-massage? You might consider this client's complaint as an opportunity to continue to explore and perfect your skills with the goal of being the best-Yelped esthetician at your facility.

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Permalink Reply by Jodi on March 18, 2013 at 5:15am

One trick I use when my room seems dark, I turn on the mag light and aim it at the cart with my products in it or the wall. It doesn't disrupt the client at all and helps add light where I need it.