The Secret to Better Spa Business Growth
Reviews, reviews, reviews.
In today’s digital age, reviews are everything. We all know how important customer reviews are to growing your business and attracting new clients, but there’s one area many spas overlook: client reviews and feedback.
Whether it's feedback on staff performance, internal operations, or the client experience, getting consistent, real-time feedback is crucial for improving your spa’s performance and retaining the best talent. Yet, many spas still handle internal and external reviews in awkward, inefficient, and inconsistent ways—ultimately leaving opportunities for growth and improvement untapped.
Internal Employee Reviews: Time for a Change
Let's face it: the way spas usually collect feedback from clients is, well, outdated. Too often, staff reviews never happen either - the spa waits for negative feedback and the employee gets fired.
If you're relying on an awkward "How was your service?" asked immediately after a treatment or waiting for an email with feedback, you're missing out on valuable insights.
Why Waiting Is a Mistake
Asking for feedback after a session often results in a "polite" or "neutral" response because clients want to avoid confrontation or don't want to hurt the staff member's feelings. Clients also might forget to leave feedback altogether, and the longer you wait to gather it, the less meaningful and accurate it becomes.
But here’s the truth: real-time feedback—when it’s fresh and relevant—helps you make faster, more informed decisions. Actively engaging with clients and staff right after a service allows you to identify areas for improvement in staff performance and client satisfaction.
How Actively Engaging Benefits Your Spa
When you actively seek out internal feedback, you can:
Schedule & Retain the Best Staff: By collecting performance feedback immediately after a service, you can identify who your top performers are and make sure they get the best shifts. Rewarding high-performing staff with more desirable hours helps with retention, making your spa a place where great talent wants to stay. Our booking software also lets you highlight Most Popular next to employees name, incentivizing them further to perform on their A game.
Provide Retraining & Adjust Shifts for Less Popular Staff: Not every employee is going to be a natural fit for every client. If you identify someone who may not be connecting with clients or consistently receiving lower ratings, it’s a chance to offer them coaching or training to improve their skills. Alternatively, if certain staff members are consistently under-booked, you can adjust their shifts to help them gain more experience or improve performance without overburdening them with busy times that they might struggle with.
Create a More Supportive, Positive Workplace: When employees know that their performance will be regularly reviewed and that constructive feedback is actively given, it fosters a culture of improvement and support. Clients will also feel even more valued, which ultimately creates a busier and more productive team.
Google Reviews: The Power of Client Feedback
It’s not just internal reviews that matter. In today’s online world, Google reviews play a massive role in your spa’s reputation and ability to attract new clients. When your spa receives positive, consistent reviews, your business appears more trustworthy and appealing to potential clients. But here’s the problem—waiting for a customer to leave a Google review is not enough.
Asking your clients for reviews is crucial, and it doesn’t have to be awkward or intrusive. In fact, actively engaging with clients after their appointment is the best way to collect reviews that can boost your online presence.
How to Incentivize Google Reviews
The key to getting more reviews on Google—and ensuring they’re positive—lies in creating an environment where clients feel motivated to share their experiences. Here’s how you can do that:
Ask at the Right Moment: The best time to request a Google review is right after a client has had a positive experience. Whether it’s during checkout or shortly after the treatment when they’re still feeling good about their service, ask them to share their feedback online. Make it simple and easy to do.
Incentivize Reviews: Offer small rewards or incentives for clients who leave a Google review. Whether it’s a discount on their next service, a complimentary product, or loyalty points, making the process rewarding encourages clients to follow through.
Make It Easy to Leave Reviews: Create a system where clients can easily leave a review—whether through a text link, email, or a QR code on your receipts or at the front desk. The easier you make it for them, the more likely they are to leave a review.
Respond to Reviews: Don’t just collect reviews—engage with them. Thank clients for their positive reviews and address any constructive criticism. It shows that you value feedback, and it helps build trust with potential clients who are researching your spa online.
How Google Reviews Can Boost Your Business
Google reviews not only help attract new clients, but they also reduce your advertising costs. Think about it: when you have a solid reputation and a high rating on Google, you don’t have to spend as much on paid ads to get new clients through the door. Organic traffic from search engine results means your spa will be more visible without breaking the bank on traditional advertising.
In addition, positive reviews help build credibility. Clients are more likely to book with a spa that has multiple glowing reviews than one that doesn’t have any. The more reviews you get, the more you rise in local searches, putting your spa front and center when potential customers are looking for services like yours.
In Conclusion: Actively Engage & Reap the Rewards
Internal and external reviews don’t have to be awkward or ineffective. By actively seeking feedback from your clients and employees, you’re taking control of your spa’s growth. Real-time, actionable feedback helps you retain your best staff, improve weak areas, and build a loyal client base. And, by incentivizing Google reviews and creating an easy process, you can boost your online presence, attract more clients, and reduce reliance on traditional advertising.
When you create a feedback-driven culture, your spa will thrive. The reviews you collect—whether internal or on Google—will shape the future of your business, making it stronger, more efficient, and more visible. So, don’t wait for reviews to come to you. Take the initiative, and watch your spa grow.