How to Handle Bad Reviews as a Massage Therapist and Business Owner

Jessica York • June 9, 2023

We've all been there.

We go into our offices and suites, check in with our clients, do our massages, which we know feel great, check out our clients, rebook them, and leave our space feeling really good about what we've done.

But then, the unexpected happens.

Your pulse is racing, your heart feels like it's pounding out of your chest, you're dripping with cold sweat, and fear is now dominating your every thought.

You got a bad review.

But wait, that same client you know you checked in with their pressure, read their intake, paid attention to their body language, and saw their smile as they left. What happened?

Panicking, you run to post to social media or call a friend, replaying the situation in your mind over and over again, ripping yourself apart, figuring out how to respond.

Do you respond?

Do you ignore it?

What do you do?

Here are some helpful tips to conquer your inner monologue and get through this as unscathed as possible:

1.Make sure the details are correct-has this person been here before? Are they a competitor? Did they quote the correct time and service? If there are any incorrect details, address them in the review. If the review is fraudulent, flag and report it and have others do the same.

2.Is the review on your business for work you actually did or is it someone that just doesn't like you for whatever reason? If this is the case, report it as fraudulent to the site and have others do the same.

3.If the review doesn't align with what you believe happened-be clear in your response. Address the inaccuracies and clarify them in the review, be nice upon ending and welcome them back to have an experience that they resonate with more. Helpful, accurate details are good for anyone reading for future reference.

4.Understand that a bad review may have ZERO to do with you. They could have had a car accident on the way home. They might be trying to get a free service. They could be poorly communicating their needs. The reason for the bad review might be the way they are feeling at the time and any hidden motives.

5.If it's a 1 star, no review kind of post, ask for help from your community to write reviews, drown it out, and drag it lower in the feed.

6.If the review is justified, be polite. Offer a short explanation and apologize privately. You can always respond on the review that you will be messaging her directly for a resolution. You are human, so appeal to that connection with your client without serving up a bunch of excuses. Offer a discount, free service, or something that feels comfortable to you to rectify the situation. If you do clear up the situation, then ask them for an updated review.

Here is an example of a poor review and a recommended way to respond:

2 Stars

"Massage room was way too cold, I felt like I was freezing the whole time. I asked for deep tissue but feel like I didn't get it. Prices are way too high for what I got."

"Hi, I'm sorry you feel your experience didn't meet your expectations. The room temperature is set by the building, so while we can't control that, we do have blankets and a table warmer on the table, which I asked if you would like to have increased at the beginning of our session. We can always adjust table temperature or add additional blankets at any point for your comfort when we check in with you. At the beginning of service, we did ask about the pressure, and you stated that it was fine. We encourage feedback during your service to ensure your continued comfort. Our pricing is standard for the area, and we cross compare with other local establishments to make sure we are in a good price point. We value your patronage and hope you will give us a try again soon so we can curate your ideal experience."

Time will heal this matter. It is a truly awful circumstance that requires a lot of forgiveness, grace, and tact to navigate, but don't overthink it. Use these tips to address it and then move on to bigger and better things without your work or mental health suffering.

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The Discount Dilemma: Why Spa Businesses Should Proceed with Caution

By Fernanda Santiago • April 20, 2024

In the competitive world of spa services, it's tempting to resort to discounts and specials to attract clients. While creating seasonal offerings can be helpful to engage current clients, attract new clients and encourage them to try new services, we don’t want to fall into the trap of offering specials too often. While it may seem like a quick fix to fill appointment slots and boost revenue, this approach can actually be detrimental to your business in the long run. Here’s why: Devaluation of Services: Constantly offering specials can devalue the perception of your services in the eyes of your clients. When clients become accustomed to discounted rates, they may hesitate to book appointments at full price in the future, leading to a decrease in overall revenue. Attracting Price-Sensitive Clients: Clients who are primarily attracted to specials and discounts are often more price-sensitive and less loyal. They may shop around for the cheapest deal rather than forming a long-term relationship with your spa. This can result in a higher churn rate and lower client retention. Erosion of Brand Image: Your spa's brand image is crucial for attracting high-value clients and standing out in the market. Constantly offering specials can cheapen your brand image and undermine the perception of quality and exclusivity that you've worked hard to cultivate. Negative Impact on Profit Margins: Continuously discounting services can erode your profit margins over time. While specials may initially attract clients, the reduced revenue per service can ultimately outweigh the benefits of filling appointment slots, especially when factoring in the cost of providing the service. Difficulty in Upselling: When clients are accustomed to discounted rates, they may be less receptive to upselling additional services or premium treatments at full price. This can limit your ability to maximize revenue per client and hinder the growth of your business. While offering specials occasionally can be a strategic marketing tactic, constantly relying on discounts can have detrimental effects on your spa business. Instead, focus on highlighting the unique benefits of your services, building long-term client relationships, and maintaining the perceived value of your offerings to ensure the sustainable growth and success of your spa. In other words, work with what you’ve got! The Power of Highlighting Services: A Strategic Approach for Spa Professionals Here’s why we believe that highlighting your services creates a more sustainable and effective approach: Value Perception: When you highlight a service, you're showcasing its unique benefits and value proposition. This elevates the perceived value in the eyes of your clients, making them more willing to pay full price. Building Expertise and Trust: By focusing on specific services, you position yourself as an expert in those areas. Clients are more likely to trust your expertise and recommendations, leading to higher retention rates and client satisfaction. Targeted Marketing: Highlighting services allows you to target specific client needs and preferences. This enables you to tailor your marketing efforts more effectively, attracting clients who are genuinely interested in the services you offer. Filling Open Slots Strategically: Instead of resorting to blanket discounts that can devalue your services, strategically highlight services that have open slots on your schedule. By showcasing these services to your clients, you can fill those slots while maintaining the perceived value of your offerings. Encouraging Repeat Business: When clients experience the full benefits of a highlighted service, they're more likely to return for future appointments. This fosters long-term client relationships and generates consistent revenue for your spa. In conclusion, highlighting services offers a more sustainable and valuable approach for spa professionals compared to giving discounts or specials. By focusing on the unique benefits of each service, you can keep clients engaged, fill open slots on your schedule, and ultimately grow your spa business.