Posted on January 5, 2018
Najla Keserovic, a brow artist from the House of Wax in Louisville, Kentucky, is running a successful beauty business. She’s mastered the art of offering an incredible client experience, and she’s using technology to play up her strong suit. With 67 glowing five-star reviews on her booking site, Najla always has a full book of appointments. A lot of her reviews are full of praise for their experience at her micro-blading salon but some provide detailed feedback on how she can make her clients experience better.
Najla’s 67 reviews are the key to her full book. Reviews can:
Here’s one telling review that one of her clients, Bridgit, left on her website:
I visited Najla to have the lash lift and tint done. Not only did I really like her, her personality and her professionalism, I liked how she made sure that I was comfortable throughout the entire process. She explained everything to me, as she did it. With having very sensitive eyes, that tend to water or blink due to someone else touching them, she never once got frustrated with me, and again, made sure that I was very comfortable along the way. My lashes look so BEAUTIFUL, and the best thing is that they are my natural lashes, only enhanced. I love how they look, and how they make me feel! I will definitely be back to see her, not only for another lash lift, but other services as well. I highly recommend that if you are looking for someone, you go see her! Thanks again, Najla ❤️
By making Bridgit comfortable with her patience and professionalism, Najla built a trusting client relationship. That resulted in Bridgit leaving this glowing five-star review and booking more services in future appointments. And Bridgit’s not the only client with this experience, all of Najla’s clients gush about their fabulous experiences with her.
There’s so much to learn from Najla’s amazing client relationships! You want to give your clients the royal treatment so they'll stay loyal and spread the word about your fab business.
SO HOW CAN I GET A CLIENT TO LEAVE AN AMAZING REVIEW?
Najla used SolaGenius, an all-in-one business management solution made specially for beauty professionals in collaboration with GlossGenius, as a partner to help her craft the perfect client experience. Compared to the way reviews work on other solutions, SolaGenius made it incredibly easy for clients to review her and for her to leverage reviews to grow her business. Here’s three easy steps outlining how Najla used it:
STEP 1: CRAFT A PERFECT CLIENT EXPERIENCE
When working with clients, Najla is always professional and efficient. She makes sure that she never keeps her clients waiting by keeping a system which makes it easy to keep track of appointments:
Najla has used SolaGenius to streamline and automate her day-to-day booking and communications with her clients. SolaGenius provides her with the tools to personalize and professionalize every communication she has with clients to maintain a positive experience with her brand.
STEP 2: LET CLIENTS KNOW THAT YOU WOULD APPRECIATE A REVIEW
Najla used the app to send receipts via text or email. On the receipt, clients could easily leave a review by clicking the link provided.
Najla always makes sure to:
You can also consider offering an incentive to review. For example, mention that if they leave a review you’d be happy to give them 15% off on their next appointment.
STEP 3: MAKE IT REALLY EASY AND QUICK FOR CLIENTS TO LEAVE A REVIEW
Research shows that what clients hate the most about normally leaving a review is that it can be a long cumbersome process with signing in, logging in, and creating an account which makes it less likely for them to leave a review.
Najla loved that with SolaGenius Reviews, her clients don’t need to bother with any of that. She is able to maximize the number of reviews she gets from clients because she can automate the request on receipts and it takes less than 30 seconds for the client to leave review.
(Settings > Reviews > Ask Clients to Review)
Najla has used her all of her reviews to help grow her business. By putting them on her booking site, Najla ensures that her prospective clients can read about the amazing experiences that Najla’s clients have had. So how can you do what Najla did?
Here’s what YOU can do with your reviews!
Negative review: Oh-no! A client has left a bad review. What should you do? Take a deep breath and don’t panic. You can use the feedback to make yourself a customer experience pro next time. Here’s how:
Step 1: In the SolaGenius reviews feature, you can “hide” reviews that you don’t want others to see. After all, why should you let a bad review tarnish your business? We’ve all been there with a tough client experience.
Step 2: Identify why the client was upset and how you can improve next time. Ask yourself:
If the answer to both question is NO, let it go.
If the answer is YES, here’s what you should do to repair a client relationship after a bad experience:
(Clients > Tap Client Name > Edit > Notes)
Positive review: You’ve gotten an AMAZING review that has you feeling like a #glossboss. What do you do? You want to keep the good reviews rolling in, so it’s important to take steps to keep that cycle going. Here’s what you should do when you get a good review:
Step 1: First make sure that the notifications on so you know when a client leaves a positive review.
(Settings > Notifications Center > Reviews > Tap Notify me of New Review)
Clients who take the time to leave a positive review are more likely to be loyal to you and keep coming back. Reinforce that by thanking them for their kindness - either via text/email or the next time they visit.
Step 2: Promote the review on your website. Clients who book appointments because of reviews are also more likely to leave reviews -- which creates a positive feedback loop!
Najla uses the reviews feature of SolaGenius to display all of her five-star client reviews on her booking site. When working with new clients and getting them on the books, kindly suggest that they check out your reviews. This is a great way to share with potential clients how much existing clients trust you!
Step 3: Promote the review on social media.
Social media is a leading way to get new clients and 75% of consumers say positive reviews make them trust a business. So one of the best bets at getting new clients through social media is sharing how existing clients rave about you!
SolaGenius automatically creates these marketing materials be taking the guesswork out of what to say and how to share. You just need to choose from the beautiful templates provided and click the share button.