How to respond to a mixed 3-star review for hair salons
Three-star reviews are the easiest to turn around: the customer liked something and was let down by something else, and they're telling you which.
Step by step
- 1
Thank them and acknowledge what they enjoyed.
- 2
Address the part that disappointed them directly.
- 3
Explain what you'll do differently, in one sentence.
- 4
Invite them back to give you another try.
Something specific to hair salons
Results are personal. Offer a correction appointment offline rather than defending the stylist's work publicly.
- Common complaints
- a cut or color that missed the brief, running late, pricing surprises
- Common praise
- a stylist who listened, the color result, a relaxing visit
Example reply
A stylist who listened was great, but a cut or color that missed the brief really took away from it.
Thank you for the honest feedback. We're glad a stylist who listened stood out, and we're sorry a cut or color that missed the brief let the rest of the experience down. That's not the standard we aim for, and we're looking at how to fix it. We'd love the chance to give you a better visit next time. - The team at [Your hair salon name]
What to avoid
- ✕Only responding to the positive half
- ✕Over-apologising for minor issues
- ✕Making promises your team can't keep