In this episode of The Scalpel of Truth, Leisa Krauss and her guest Christine Mytrunec from Gold Raven Studio delve into the importance of responding to negative online reviews for med spas. It’s time to gear up and learn how to handle these reviews with professionalism and empathy because a well-crafted response can turn a negative situation into an opportunity to showcase your commitment to customer satisfaction.
Leisa and Christine discuss the significant impact online reviews have on a med spa’s reputation and bottom line. They cite statistics showing that 95% of consumers read reviews before making a purchase decision and that 91% of 18–34 year-olds trust online reviews as much as personal recommendations. The duo stresses the importance of striving for a 5-star rating on Google, as anything below 4.5 can drastically reduce a med spa’s visibility in search results.
Throughout the episode, Leisa and Christine share examples of poorly handled negative reviews and offer advice on how to address them effectively. They emphasize the need for owners and staff to take responsibility for their shortcomings, investigate the root causes of the issues, and take action to prevent future occurrences. The pair also addresses the problem of fake reviews left by competitors, advising med spas to respond professionally and request that the reviewer contact them directly to resolve the matter.
In the end, they strategies for encouraging satisfied customers to leave positive reviews. They suggest asking for reviews directly, making the process easy by providing links or QR codes, and following up with patients after their treatments.
Links & Notes
- VanityEmpireConsulting.com
- Instagram: @thebitchnbeautician and @scalpeloftruthpodcast
- Hug Your Haters by Jay Baer
