Comments on: The Price of a Four-Star Rating http://www.spaboomblog.com/2007/the-price-of-a-four-star-rating Online marketing for spas, salons and massage therapists Fri, 05 Dec 2008 10:44:03 +0000 http://wordpress.org/?v=2.2.1 By: Eva Sztupka-Kerschbaumer http://www.spaboomblog.com/2007/the-price-of-a-four-star-rating#comment-21752 Eva Sztupka-Kerschbaumer Wed, 10 Oct 2007 02:06:19 +0000 http://www.spaboomblog.com/2007/the-price-of-a-four-star-rating#comment-21752 Reviews keep me up at night. I stress out over the smallest bad review on the most obscure website. That assumes that their are bad reviews about ESSPA out there. Thankfully, there are very, very few bad reviews. But we must be doing something right because on the major review sites, we have more reviews that any other spa within 100 miles. It is one thing for people to take the time to write a bad review (someone who is mad will go out their way to vent their frustration). It is something completely different for someone to write a good review because most people who are content expect (rightly so) to get a good service and they just want to go on with their lives. The biggest thing I do with bad reviews is to personally respond to each review as soon as it comes in. I always take the time to thank a guest who has written a bad review for bringing their situation to my attention and that their willingness to tell me something bad allows me to ensure that whatever happened to them does not ever happen again. And every know and then, a client does come along that just can be made happy or is just being irrational (or just wants something for free). I also thank those people for calling and then give the phone to my husband so he can explain to them how the real world works. Shooting for a sixth star, Eva Sztupka-Kerschbaumer www.esspa.com Reviews keep me up at night. I stress out over the smallest bad review on the most obscure website. That assumes that their are bad reviews about ESSPA out there. Thankfully, there are very, very few bad reviews. But we must be doing something right because on the major review sites, we have more reviews that any other spa within 100 miles. It is one thing for people to take the time to write a bad review (someone who is mad will go out their way to vent their frustration). It is something completely different for someone to write a good review because most people who are content expect (rightly so) to get a good service and they just want to go on with their lives. The biggest thing I do with bad reviews is to personally respond to each review as soon as it comes in. I always take the time to thank a guest who has written a bad review for bringing their situation to my attention and that their willingness to tell me something bad allows me to ensure that whatever happened to them does not ever happen again. And every know and then, a client does come along that just can be made happy or is just being irrational (or just wants something for free). I also thank those people for calling and then give the phone to my husband so he can explain to them how the real world works.

Shooting for a sixth star,
Eva Sztupka-Kerschbaumer
www.esspa.com

]]> By: Christy http://www.spaboomblog.com/2007/the-price-of-a-four-star-rating#comment-21747 Christy Tue, 09 Oct 2007 21:08:17 +0000 http://www.spaboomblog.com/2007/the-price-of-a-four-star-rating#comment-21747 I pay close attention to my lash salon's online reviews and manage them actively. In addition, I have a "testimonials" section on my website where I post comments from clients. I also have applied lashes for free to people who I think are good referral sources, such as a stylist at a hair salon in my neighborhood and two local handbag designers who are attending a celebrity event in LA this week. My hope with these applications is to receive online and in person publicity and word of mouth referrals. I find that clients place a lot of stock in the testimonials on my site, as well as the photos of my work. On a related note, my latest experiment is MySpace. I created a MySpace page, including a blog, that includes photos of my work. We'll see how that goes! Are any other spas out there on MySpace? If so, have you found it to be effective in garnering new clients? Hope everyone is having a great week! I pay close attention to my lash salon's online reviews and manage them actively. In addition, I have a "testimonials" section on my website where I post comments from clients. I also have applied lashes for free to people who I think are good referral sources, such as a stylist at a hair salon in my neighborhood and two local handbag designers who are attending a celebrity event in LA this week. My hope with these applications is to receive online and in person publicity and word of mouth referrals. I find that clients place a lot of stock in the testimonials on my site, as well as the photos of my work.

On a related note, my latest experiment is MySpace. I created a MySpace page, including a blog, that includes photos of my work. We'll see how that goes! Are any other spas out there on MySpace? If so, have you found it to be effective in garnering new clients?

Hope everyone is having a great week!

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