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Your spa reputation isn’t important – it’s everything!
It’s the difference between winning new clients… or losing them to competitors. Customer reviews are a crucial way of converting leads and inquiries into actual business and, ultimately, driving your business growth and revenue.
There may have been a time when you only needed to rely on positive word-of-mouth reputation to get customers through the door. But today, your online reputation plays a huge role in shaping perceptions.
And that’s one of the capabilities of Pabau.
Our all-in-one practice management software makes reputation management simple and effective, with powerful tools designed to:
- Automate feedback collection
- Respond to reviews, all from one place
- Monitor your online presence
The end game? A stronger connection with your clients, an unbeatable five-star reputation, and a thriving spa that stands out in a competitive market.
Let’s see how Pabau helps you turn customer feedback into your spa’s biggest asset.
Why your spa needs reputation management
Have you thought about how clients actually find your spa?
Your client’s journey to your spa probably begins with an online search. And what’s the first thing they see when they search your spa online? Your online reviews.
Both positive and negative reviews have a huge impact on whether a client chooses your spa or the one next door. Clients seek out spas they can trust, looking at reviews and online feedback before booking an appointment. In fact, over 90% of consumers are chased away by negative reviews.
80% of consumers say the star ratings they trust the most are 4, 4.5, and 5 stars.
That’s why reputation management is crucial – it helps you control your narrative and build trust with potential clients before they meet you.
Let’s take a look at some reasons how reputation management benefits different aspects of your spa business.
Improved client relationships
First of all, reputation management is a powerful opportunity to strengthen your relationship with clients.
For example, sooner or later, you’re bound to get a review that doesn’t quite do justice to the excellent service your spa provides – it happens to the best of us!
While this can be frustrating for any business, it’s an inevitable part of managing client relationships.
Wherever the review is posted – via social media, Google reviews, or in a feedback form – it most likely contains valid points that deserve your attention. Your best bet to resolve the situation is to respond to the negative feedback thoughtfully and then decide on the next steps.
This will show your client you actually care about their experience. Plus, if the review is public, this is your chance to show potential clients that you’re not scared to address feedback in order to improve your services.
Enhanced business visibility
Google likes seeing positive customer reviews, too.
The more great reviews you collect, the more likely your spa is to appear higher in local search rankings, making it easier for new customers to find you online.
The SEO experts state that reviews are one of the eight most important ranking factors in Google’s local search engine factors. Plus, people are now also searching using AI tools like ChatGPT, which draw information from your online footprint. Reviews make your clinic more likely to appear in a AI searches, such as if someone typed in, ‘What are the best med spas in Houston?’
So, it’s a triple-win situation: generating customer reviews will give you a boost in SEO, greater reach, and help you gain trust with potential customers.
Increased client trust and retention
If your client retention is not where you want it to be, this is where you can start working on it.
Managing reviews is one of the most effective ways to build and maintain trust with clients.
When you take time to respond to reviews, whether that’s the good ones or the harsher critiques, you show that your clients’ opinions matter to you.
As difficult as it may be, responding promptly, acknowledging concerns, and sincerely apologizing does make a difference — even more so than just material or monetary compensation.
In fact, The National Customer Rage Survey (yes, that’s a real thing 😂) found that adding an apology on top of monetary compensation significantly increased client satisfaction from 43% to 60%.
Increased revenue
Reputation management goes beyond simply keeping your spa’s good name intact.
Positive reviews also directly correlate to increased revenue. They act like magnets for new clients, establishing credibility and driving them to book your services.
According to one study, the likelihood of a product being purchased increases by a massive 270% once it has at least five online reviews.
But it’s not only about attracting new customers. By staying on top of reviews and tackling any issues head-on, you build trust with your clients, turning them into loyal regulars who are more likely to treat themselves to extra services.
Key Pabau features that enhance reputation management
However, let’s be real: sourcing customer reviews is simply another ‘job to be done’. And one thing’s for sure, med spa owners already have lots of jobs.
To be effective in managing your spa’s online reputation, you need something else besides a battle-tested reputation management strategy, especially if it involves manual work. You need reliable review management software like Pabau.
With the ability to automate feedback collection and control which reviews get published or hidden — all from a single place – Pabau helps you stack up 5-star reviews and turn every interaction into a win.
1. Automated feedback requests
Sending a feedback request directly after the treatment is crucial. Clients are best placed to share their opinions when they’re enjoying the results of their treatment, right? Meanwhile, you can identify any concerns before they escalate.
A state-of-the-art spa management software like Pabau takes the dreaded manual work and automates the entire feedback request process.
Simply set up the feedback request flow and Pabau will make sure each client receives a request (via email or SMS, whichever your clients prefer), encouraging them to share their experience while it’s still fresh.
💡 Useful hint: Apart from the automated feedback feature, you can also use Pabau’s automations to build feedback requests into automated marketing campaigns. (Automations are only available as part of Marketing Plus).
2. Dashboard for centralized review management
How many review sites can clients leave you feedback on – Facebook, Google My Business, Yelp, Doctify, Trustpilot? That’s a whole lot of review platforms to juggle, taking up time you already don’t have.
Pabau makes it simple.
You can view reviews from Google, Facebook, Doctify, TrustPilot, and even reviews you get through Pabau itself – all from one convenient place. Keep an eye on your overall score across all platforms, monitor your latest reviews and respond, without the faff of having to log in to multiple systems.
This streamlined approach makes sure no review, positive or negative, goes unnoticed, helping you boost both customer satisfaction and keep a positive reputation.
3. Survey builder and client feedback forms
You’d likely ask different feedback questions to clients who had a massage versus those who received a facial.
Your review management software should make this possible.
Pabau’s customizable feedback builder allows you to tailor the feedback forms to specific services or treatments.
You can build the forms with questions that will truly show you how satisfied clients are and how they feel about your new treatment or ambiance.
4. Google Reviews integration
Let’s be honest – Google Reviews are the modern-day word-of-mouth, and they can make or break your spa’s first impression with potential clients.
All it takes is one 1-star review to undo all the hard work you put into building your online reputation.
Pabau allows you to stay on top of your Google Reviews. You decide which reviews get published and which ones you’d better keep to yourself.
Plus, don’t forget that Google reviews are the crème de la crème of reviews, as they’re there forever. If you use some software tools, you lose your reviews when you leave as they’re all built into the platform – undoing your hard work.
With Google, that isn’t the case.
Image credit: Allo Aesthetics Google Business Profile
Added bonus: With Marketing Plus, satisfied clients who leave positive feedback are nudged to also leave their reviews on Google. Not to brag, but not every spa marketing software can do that. 🌟
5. Publishing and sharing positive reviews
When you get a positive review, market the heck out of it and shout about it from the rooftops. Well, not literally.
Pabau allows you to get pretty close by publishing and sharing positive feedback on your website and social media platforms. With just a few clicks, you can turn happy clients into your best promoters by showing off their glowing reviews.
By sharing testimonials and reviews on social media, you create an authentic, engaging way to make your business more visible to new clients who might be looking for exactly what you offer.
6. Multi-site management
If you’re planning to scale or already managing multiple locations, keeping track of your reputation can quickly become overwhelming.
That’s where Pabau’s multi-site management feature shines.
You can manage reviews, monitor feedback, and respond to clients across all of your locations under one login, saving time and preventing any reviews from slipping through the cracks.
With multi-site management, you can track individual reviews by location, helping you identify which locations are excelling and which may need attention.
Whether it’s positive feedback or concern, Pabau gives you full control – no matter how many locations you’re managing.
Elevate your spa’s reputation management with Pabau
Your reputation holds the key to your success.
It’s the first thing potential clients see, the reason loyal ones keep coming back, and…. a reason why some might not even give you a chance.
But the good thing is that you can do something about it with efficient reputation management.
Managing that reputation doesn’t have to be a headache. Pabau makes it ridiculously easy to stay on top of reviews, connect with clients, and show off the glowing feedback you work so hard to earn. Plus, you can also use it to manage the rest of the spa management needs, from booking to client records.
Ready to transform your spa’s reputation into a five-star magnet for success? With Pabau, you’re already halfway there. 💫
Book your demo today and see how Pabau can help you shine brighter than ever!
