Bad reviews are tough, but having to do damage control can be tougher. If you’re ever stumped about how to deal with bad microblading reviews, this article is for you.
In the first installment of this article, we talked about why bad reviews can hurt your business. We also detailed how to reply to dissatisfied clients. In this piece, we’re discussing how to talk to an unreasonable client and how you can avoid bad reviews in the future.
Whatever you do, whatever they say…
…don’t leave them unreplied to. It’s bad for your reputation. An unmanaged bad review demonstrates how little you care for your client’s microblading experience. You wouldn’t want potential customers to look for another microblading artist who’s better at dealing with trouble, right?
That said, some clients are impossible to please. And some willfully ignore your warnings and instructions—and then blame you when something goes wrong.
These clients may be headache-inducing to deal with, but they need to be confronted all the same. Here’s what you can do.
Dealing with impossible clients
A golden rule in public relations is: if you’re not wrong, don’t apologize. If the client is being unreasonable or if they’re in the wrong, then don’t treat them like they’re in the right.
1. Thank them for their trouble.
Hey, if they took several minutes to write a bad review, you might as well thank them for their time. Kidding aside, it’s important to maintain professionalism. Even if they annoy you, always respond to clients in a nice tone. A simple “Thanks for reaching out!” is a good way to open a message.
2. Explain the situation.
It’s possible that they won’t listen, but you need to show other clients that you were willing to try.
For instance, we once received a review complaining about their eyebrows “turning green.” The client had their brows microbladed three years before the review, but they haven’t been to a touch-up ever.
Ideally, a response to this situation would go like this:
Hi, (Name). Thanks for reaching out to us! Microblading requires you to come in for a touch-up once a year. Touch-ups keep your eyebrow color intact. They also keep your brows looking fresh and natural.
It’s straightforward, informative, and polite. It effectively addresses the client’s concern without dismissing them or mocking them.
3. Offer assistance.
Depending on the circumstances, you can offer assistance by:
- Providing a reference, blog post, or other reading material
- Listing your contact details
- Offering an appointment
For the situation detailed above, here’s what a complete response should look like:
Hi, (Name). Thanks for reaching out to us! Microblading requires you to come in for a touch-up once a year. Touch-ups keep your eyebrow color intact. They also keep your brows looking fresh and natural. If you’re interested in getting a touch-up, you can schedule an appointment with us with just a few clicks by clicking here. You can also call us at (telephone number). To learn more about the importance of touch-ups, check out this article. We hope to hear from you again soon!
Prevention is better than PR
Of course, ideally, you wouldn’t receive bad reviews in the first place! In a perfect world, microblading artists never make mistakes or get tired or go through personal stuff that can affect their performance. However, reality dictates that we sometimes eff up.
If that happens, you need to act quickly. If a client seems dissatisfied, unhappy, or upset, don’t wait until they post a bad review! Talk with them immediately after the procedure and ask them how you can make their experience better.
In fact, it’s generally a good practice to chat with your client after the procedure to get feedback.
- Did they experience any pain? If so, explain that numbing gels’ effectivity can be influenced by their body chemistry.
- Do they not like the end result? Try to remedy the result or orient them on solutions for removal.
- Are they worried about what happens next? Remind them of the microblading aftercare procedures.
More importantly, before you let them out of your sight, assure them they can call you for any questions or concerns. Better yet, give them a business card. This tactic encourages them to approach you first before they start ranting on social media.
When it comes to negative reviews, it’s all about making the client feel heard and valued. Stay polite, helpful, and professional, and you’re good to go!
Did we answer all your questions about how to deal with bad microblading reviews? If not, leave us a comment below!