By looking up your business, one can instantly find reviews, blog posts, Facebook posts, and Twitter tweets. One customer service gripe or mention of a less than stellar salon experience can go viral within a day.
Even though this quote is literally more than 19 centuries old, Latin writer Publilius Sryus stated it best when he said, "A good reputation is more valuable than money." This is certainly true. For your salon or spa, the online reputation of your business can directly affect the amount of money you bring in.
Think of the ramifications of a Twitter post seen by thousands of people saying, "Had horrible customer service from Anne at Salon X. Don't go there!" People on Twitter will tweet and retweet to their followers and all of a sudden your one unhappy customer could potentially prevent new customers from making appointments.
On the flip side, if you have a happy customer who shares on her Facebook wall that she "had the best facial and pedicure ever with Lisa at Salon XYZ! Can't wait to go back in 4 weeks!" your reputation will be greatly helped and it will encourage new people to come to your business.
It is not just customers who can impact your online reputation. It is also your staff. Now is the time to sit down with your team and talk about the importance of their online behavior and how it impacts your business reputation online. People do not think that it matters, but it does. Across almost every social website, one has the ability to create a profile and include their place of employment. If you have employees using your business name on social websites such as Facebook and Twitter and they are posting inappropriate photos or comments, it can have a negative impact on your business. When curious clients decide to look up their stylist's name or nail tech's name on Google, they could come across things that cause them to form opinions and judgment about your salon. After all, if they are associated with you, their behavior online will impact you.
Your online reputation is extremely important. It is also fragile. Google yourself and make sure that the listings align with your goals. Create forums to showcase your expertise in a positive way. Your reputation will always precede you. By providing the best in customer service and always being positive, professional, and giving your clients what they want, you will be protecting your reputation. This equates to a more successful business now and in the future.
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