Review management
Approve, reply, flag, leaderboard, team mentor
Review management
Salon owner or manager moderates reviews. The 4 main actions: Approve, Reject, Flag, Reply.
The 4 actions
Approve
Review becomes public:
- Appears on mini-website
- Counts in staff average
- Counts on team leaderboard
Reject
Review isn't public:
- Not visible
- Stays in audit trail
- For fake or inappropriate reviews
Flag
Review in dispute status:
- Not public
- Manager investigation
- Decide: Approve / Reject
Reply
Salon response next to review:
- Appears publicly under review
- Doesn't change status
- Builds customer trust
When what
Approve
- Positive rating (4-5★)
- Justified negative (customer-experience based)
- Constructive criticism
Reject
- Fake review (customer doesn't exist)
- Inappropriate content (offensive, threatening)
- Competitor malice
Flag
- Uncertain case, for investigation
- Dispute with customer
- Legal sensitivity
Reply
- Negative review → compensation / explanation
- Positive review → thanks
- Constructive review → acknowledgment
Reply best practice
Positive review (4-5★)
- "Thanks for the kind words, [customer name]! See you again."
- Short, warm
- Not strictly necessary (but courteous)
Negative review (1-3★)
- First acknowledge: "Sorry for your experience"
- Explain: "30-min delay was due to overrun on prior customer"
- Compensate: "We're sending a 20% voucher for next booking"
- Invite dialogue: "Let's talk at 06-30-..."
Offensive customer
- Formal tone
- "Sorry this was your experience. We followed salon policy. If you'd like to discuss, please write to support@..."
- Don't be provocative
Team leaderboard
Staff-level ratings:
- Average rating (per customer reviews)
- Review count (volume)
- Badge:
- Perfect: 4.9+ avg, 30+ reviews
- Excellent: 4.7+ avg, 20+ reviews
- Experienced: 4.5+ avg, 10+ reviews
- (No badge: sub-average or few reviews)
Leaderboard:
- Show at team meetings
- Not public to salon customer (manager-level)
- Use as coaching tool
Mentor process
Bottom of leaderboard staff:
- One-on-one: review-trend analysis
- Specific complaints: which services problematic
- Coaching: technical or customer-communication training
- Re-evaluation: 3 months later
When to use it
Scenario 1, weekly review routine Monday morning: Pending tab. 5 new reviews. All Approve. 1 Reply positive, 1 Reply negative.
Scenario 2, fake review 1-star review, unknown customer name. Not in booking history. Reject.
Scenario 3, dispute review 3-star: "Color came out wrong." You think it was customer's choice. Flag → investigate. Eventually Approve + Reply: "Sorry, free correction anytime."
Scenario 4, team mentor Béla 3.8★ avg. Bottom of team leaderboard. Mentor: 1-on-1, review analysis, technical training.
Scenario 5, Reply fail You accidentally write "You're stupid." After publish, irreversible. Always reread Reply before saving.
Tips
- Weekly routine 10-15 min, don't postpone.
- Reply professional, never provocative.
- Negative review Reply often recovers customer, don't skip.
- Team leaderboard is mentor tool, not punishment.
- Flag status requires Manager permission, Reception can't access.
- Handling fake reviews should be consistent, not ad-hoc.