Why salons and clinics are different
Salons and clinics deal with appearance, health, and personal comfort. Customers may be loyal to specific staff members. They may also be more private about their experience.
Your review workflow needs to be gentle, optional, and respectful of what people may not want to discuss in public.
Designing a low friction request
Use simple language and give customers an easy exit.
- Keep the SMS short and neutral.
- Do not mention specific treatments in the message.
- Invite feedback first and share a review link only after a positive reply.
Salon review flow
- Capture the client mobile number at booking and confirm that they agree to receive updates.
- After the appointment is checked out, send a short message asking if they were happy with the visit.
- For happy replies, send a link to your Google profile and thank them.
- For neutral or negative replies, offer to fix the issue or adjust the next booking.
You can tag feedback by stylist and service type to see who is delighting customers and who needs support.
Clinic review flow
Clinics need to be extra cautious about language and privacy. Avoid mentioning conditions, diagnoses, or treatment details in any review related message.
- Ask for consent to receive follow up messages at registration.
- After the visit, send a generic message asking if the visit met their expectations.
- For positive replies, share a review link with careful wording that does not ask for medical details.
- For negative replies, route the message internally to the clinic manager for follow up.
Mistakes to avoid
- Never reference specific treatments or conditions in public review responses.
- Do not pressure customers for reviews or make them feel obliged.
- Do not argue about clinical decisions in public replies.
Scaling across locations
For chains or multi location groups, standardise the flow and wording, but keep location specific links. Report by branch and by provider so local managers can act on feedback.
Learn more
This workflow is tailored for salons and clinics. For the full explanation of automated reputation management, including sentiment analysis and routing logic, refer to the main guide.
Read the full guide to automated reputation management