Reply templates · Hair & beauty salons
How to reply to a mixed 3-star salon review
The 3-star is the most honest review you'll get: 'loved the cut, waited 40 minutes past my booking.' Don't get defensive about the miss and don't ignore it either — own the specific problem, say what changed, and you'll often see the same client back (and sometimes the rating quietly edited up).
Reply 1 · Own it and fix it
Hi Aisha, thrilled you love the cut — and you're right about the wait, Saturday mornings got away from us. We've changed how we space appointments so it doesn't happen again. Come back and see us; we'll be on time. — [Salon]
Reply 2 · Brief acknowledgment
Thanks for the honest feedback, Aisha. Glad the colour worked out, and we hear you on the waiting — we're fixing our Saturday scheduling. Hope to see you again soon. — [Salon]
Reply 3 · On price feedback
Hi Aisha, thank you for the kind words about Thandi's work. On price: we hear you — good colour products genuinely cost what they cost, but our mid-week slots run a loyalty discount that makes a real difference. WhatsApp us and we'll set you up. — [Salon]
Before you hit reply
- Repeat the compliment before addressing the complaint — readers remember the last thing you say, so end forward-looking
- Name the concrete change you made; 'sorry for the inconvenience' convinces nobody
- Never explain a wait by blaming another client or a staff member by name
- A 3-star handled well converts better with readers than a wall of untouched 5-stars
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