Key takeaways
- Ask at the right moment, with a direct link
- Make asking part of your team's routine
- Reply to every review politely
- Never buy reviews or reward clients for them
Why reviews matter so much
For a new client choosing between three salons on the map, reviews are often the deciding factor. They also count towards prominence, one of the factors Google uses for local rankings. A steady flow of recent, genuine reviews beats a big burst followed by silence.
Ask at the right moment
The best time to ask is when the client is happiest: just after they see their new look in the mirror, or as they relax after a treatment. A simple, sincere request from the stylist or therapist works better than a generic message days later.
Make it easy
- Get your direct review link from your Google Business Profile
- Turn it into a QR code at the reception desk
- Send the link on WhatsApp after the visit
- Add it to your booking confirmation or thank-you message
- Keep the request short: one line and the link
Build it into your routine
Reviews come steadily when asking is a habit, not a campaign. Agree who asks and when, check weekly how many new reviews came in, and thank the team when the numbers grow.
Ask every client, not just the ones you think will be happy. Selective asking can conflict with platform rules and gives a less honest picture.
How to reply to reviews
Reply to every review. Thank positive reviewers by name and mention the service if appropriate. For negative reviews, stay calm, apologise for the experience, avoid arguing in public, and invite the client to contact you directly to resolve it. Future clients read your replies as much as the reviews.
What never to do
These practices go against Google's policies and can lead to removed reviews or a restricted profile.
- Buy reviews or use review exchange groups
- Offer discounts or gifts in exchange for reviews
- Write reviews for your own business or ask staff to
- Pressure clients at the desk
- Ignore negative reviews or reply angrily
Reviews are part of a bigger picture
Reviews work best alongside a complete profile, fresh photos and fast replies. Read our guide on ranking your spa on Google Maps, or see salon marketing for the full plan.
