For most salons, a high rating on Google Business Profile or Justdial is the deciding factor for new customers. This guide covers how beauty businesses collect reviews ethically, respond to critical feedback, and build the kind of rating that fills the appointment book.
By Abhishek Gharat Last updated
When someone searches "hair salon near me" or "best facial in [city]", Google's Map Pack shows the top 3 businesses — ranked primarily by rating, review volume, and relevance. A salon at position 1 in that Map Pack gets 5–10x more clicks than the salon at position 4. A high Google rating is the primary driver of new customer discovery.
For beauty businesses, reviews also serve a second purpose: they build the individual reputation of your stylists and therapists. A review that says "Priya is incredible with highlights — she understood exactly what I wanted" is marketing that cannot be bought. That stylist's named reviews become a reason clients book with you specifically, reducing churn when they move.
After a blowout, colour, treatment, or facial — when the client looks in the mirror and lights up — is your peak moment. Train your team with this script:
Hand the QR card directly. The personal ask from the stylist converts at the highest rate of any channel. Make it feel like a human request, not a business process.
For clients who didn't scan at the salon, a single WhatsApp message sent that evening converts a significant additional share:
For returning clients, include your review link in appointment confirmation messages: "Looking forward to seeing you on [date]! And if you haven't yet, your Google review would mean a lot to us: [link]"
The most useful salon reviews for attracting new clients share a structure. Encourage customers to cover:
Salon negative reviews typically fall into two categories: result dissatisfaction ("not what I asked for") and experience issues (long wait, impolite employees, cleanliness). For both:
For unsatisfactory colour or cut results, always offer a complimentary correction session. For experience-related issues, acknowledge the specific problem and, if appropriate, state the corrective action you're taking. Every public response is evaluated by potential future clients.
The peak moment is immediately after the client sees the finished result — when they're looking in the mirror and have just expressed satisfaction. This is the highest-emotion, highest-intent moment. A verbal ask ('If you love it, could you scan this QR for a quick Google review?') combined with a physical QR card converts at 3–4x the rate of any follow-up message.
The best salon reviews name the stylist or therapist, describe the specific service (balayage, keratin treatment, classic facial), mention a concrete outcome (hair feels softer, skin looks visibly clearer), and note something personal about the atmosphere or experience. Reviews with a stylist's name are particularly valuable because they build that employee's personal brand and generate word-of-mouth.
Do not be defensive. Acknowledge that the result didn't meet expectations, apologise genuinely, and offer a complimentary correction session via a direct contact channel. This approach converts more than half of unhappy reviewers into returning clients and shows future customers that you stand behind your work.
Both, prioritised by location and customer base. Google is the highest-impact platform for discovery by new customers searching 'best salon near me'. Justdial is essential for salons in Indian cities where Justdial drives significant phone enquiries. Zomato (for spas with dining or cafe sections) and Facebook (for community-driven businesses) are secondary platforms worth building over time.
No. Offering incentives for reviews is against the terms of service for major platforms like Google Business Profile and Yelp. It can lead to penalties, including the removal of your reviews. Focus on making the review process easy and asking at the right moment, rather than trying to buy reviews. Saint Aura's private feedback option for unhappy clients is a compliant way to resolve issues without violating these policies.
First, flag the review directly from your Google Business Profile dashboard by clicking the three dots next to it and selecting 'Report review.' Choose the reason that best fits the violation (e.g., spam, conflict of interest, harassment). Google's review process can take several days to weeks. While waiting, post a calm, professional public reply stating, 'We have no record of this person as a client and believe this review to be in violation of Google's policies.' This shows other potential customers that you are attentive and that the review may not be genuine.
Yes, responding to all reviews is a best practice. For positive reviews, a simple, personalised thank you that mentions the client's name and the service or stylist they praised reinforces the positive experience and shows you value their feedback. For example: 'Thank you, Sarah! So glad you loved your balayage with Priya. We look forward to seeing you again!' This engagement is a positive signal to both Google's algorithm and future clients.
Review gating is the practice of filtering clients and only sending review requests to those who had a positive experience. This is explicitly prohibited by platforms like Google. All clients must have the same opportunity to leave a review. Saint Aura's system is compliant because it sends every customer to the same initial page; from there, they can choose to leave a public review or send private feedback directly to the business owner. This allows you to resolve issues privately without violating platform rules.
A 5-star review is not just a number; it's a marketing asset you can use across multiple channels. Systematically repurpose your best feedback to build social proof and attract new bookings.
Use a simple tool like Canva to place the text of a glowing review onto a branded template or a high-quality photo of your salon's interior. Post these to your Instagram and Facebook feeds and stories. When a review mentions a specific stylist, tag them in the post to celebrate their work and encourage them to share it with their own followers.
Dedicate a section of your website's homepage or service pages to showcase your best reviews. Pull quotes that specifically mention popular services (e.g., "The best keratin treatment I've ever had") and place them near the description of that service. This directly connects customer satisfaction to your offerings.
Include a "Review of the Month" section in your client newsletter. This reminds your existing client base of the quality of your work and can encourage them to book their next appointment or try a new service they read about in a review.
While Google Business Profile is critical for discovery, your booking software often has its own integrated review system. Managing these is essential for clients who book directly through those platforms.
Saint Aura gives salons a print-ready QR code, guided prompts that help clients mention their stylist and service, AI-drafted reviews in their language, and a private feedback inbox for the clients who weren't 100% happy. Everything a salon needs to build a rating that fills the book.
