What should I review in a salon or spa’s online reviews and how the owner replies?

Sort reviews into groups: service quality, wait times, booking, prices, cleanliness and staff. A pattern matters more than one angry comment. If many praise one stylist or therapist by name, ask whether that person will stay after the sale, because clients may follow them.

Check timing as well. Do reviews arrive steadily, or in a burst that suggests a request campaign? Are the latest ones as good as the old ones? A drop after a certain date might line up with a staff change or a renovation, and you can ask about it.

Now read the replies. A good reply thanks the customer, names the issue and says what will happen next. Defensive, copy-and-paste or missing replies show how complaints are treated. Note also whether the owner or a manager replies, as that tells you who handles the public face of the business. Finally, ask who controls the review accounts and confirm they will transfer. Print or save a few examples of both strong and weak reviews and replies, so you can discuss them with the seller. Specific examples make for a more useful conversation than a general feeling. Treat anything you cannot explain as a question for the seller, and write it down before the next meeting so it is not forgotten.

Key takeaways

• Group the reviews by theme and look for repeated names.
• Check whether recent reviews match the older ones.
• Judge replies for tone and detail, and confirm the accounts transfer.