Why Lash Extension Reviews Matter

Client reviews have incredible power to persuade. According to one study, 88% of consumers trust online reviews as much as personal recommendations.

Just imagine how many of your potential clients might pick another studio or another lash stylist simply because they couldn’t find any reviews of you.

Why you need to collect client reviews

1) They build trust in you. Your potential clients will always believe what others say about you more than what you write about yourself, say, in your social media profile.

2) Reviews are a must-have part of your marketing. Since we’re on the subject of social media, remember that reviews of you absolutely should be part of your content plan. It’s worth making a dedicated highlight with all your reviews so visitors to your page can find them easily.

3) Reviews show you value your current clients. Reviews show you genuinely value your clients’ opinions and that you’re here for them, not the other way around. Listen to your clients, take their wishes into account, and you’ll grow your client base organically.

4) Reviews drive higher profit. According to a study by the American Marketing Association, among 27,000 respondents, those who left a review after a purchase went on to make a repeat purchase of roughly the same amount within a year. If a client left a good review after her lash appointment, there’s a very good chance she’ll come back. It works because we all strive to be consistent with our own opinions and keep our word. 🙂

5) Reviews give you energy. People are wired to need a sense that their work is meaningful and matters. Reviews are that feedback from clients. If they’re positive, they’ll absolutely lift you up and energize you. If negative, they’re a great chance to do some work on your mistakes so that next time even the pickiest client leaves happy.

How to get reviews from clients

It’s important to get feedback from clients regularly, ideally after every appointment. By how you get them, reviews split into passive and active. In the first case, the client leaves a review with no effort on your part. In the second, you take specific steps and prompt the client to leave one.

The passive way of collecting reviews. This includes, for example, a form on your studio’s website. These forms get filled out fairly rarely without an extra incentive. And keep in mind that visitors who fill out such forms without a bonus mostly leave negative reviews. As a result, this method is geared toward fixing awkward situations and repairing a good impression. That said, a form like this cuts the amount of negativity on your public pages. Social media can be a great way to connect personally with clients, but it can also do a lot of damage to your reputation. So it’s better if you can respond to potential negative reviews before they go public.

The active way of collecting reviews. This includes any type of review-gathering that takes some effort on your part.

If you have a lot of clients and their contacts, you can put together a survey yourself and email them the link. It’s important to include a short note asking people to take a moment and give feedback on your services.

If you don’t have a client’s email or messenger info, you can find her on social media and DM her asking how her set is “doing.” We’re sure that with a reasonable approach, this kind of care won’t come off as pushy but will only earn you respect in her eyes.

Maybe you think people will be too lazy to write a review? Some will, so you need to come up with a bonus that makes their hands reach for the keyboard to share their experience faster. For example, you can offer a small discount (5 to 10%) on their next appointment. In that case, you can also offer the client a bigger bonus for posting a review on their social media that tags your account. You won’t lose much money, and in return you get a review that helps attract even more potential clients and builds loyalty with current ones.

On top of that, make the review process as easy as possible. Set up a business listing on Google Business Profile, Yelp, and the like.

What to do with negative reviews

No one is immune to negative reviews. Even if you’re the best artist in the world, there’s always a client who wants to “vent.” You need to know how to respond to their criticism wisely.

Control yourself. The natural reaction to criticism is the urge to defend yourself. To say the client is wrong, at fault, and misunderstood everything. Don’t do that. Never make it personal, and don’t try to criticize or argue with the client. Your reply should be polite, unemotional, and to the point.

Thank the person for taking the time to report the problem. This kind of courtesy makes an entirely positive impression on the person who left the review.

Show surprise at what happened. Working online is largely “for the audience.” So in some cases it’s appropriate not only to express your regret that the client ran into a problem, but also to show surprise that it happened at all.

Be sure to apologize for every fair complaint. Of course you can mention some mitigating circumstances, but really, an unhappy client is waiting for exactly one thing from you: an apology.

Don’t turn a blind eye to negativity. If a user writes a bad review, it means they still care! And that means they’re helping you get better. Use it! And never be afraid to ask for reviews. Many people, especially those who’ve just gotten beautiful lashes, are happy to share their positive experience.

And for more on handling negative reviews, read our separate article on the topic.