Pulse January / February 2019 - Page 53

review and apologize that their experience did not reach the level of satisfaction your strive for; suggest that they either call or email to further discuss. In essence, make it clear that you want to “make it right,” then put the ball in their court. Avoid getting into details online, and instead, leave a short and thoughtful response for other researchers to read when visiting your review page. Avoiding Negative Reviews Altogether Although there are times when negative feedback is inevitable, there are many ways in which this outcome can often be avoided altogether. Recently, a popular regional pizza chain near ISPA’s headquarters in Lexington, Kentucky, was critiqued online by a famous sports blogger. After getting his slice of pizza, the blogger took a bite and announced loudly in front of several other patrons that the pizza he had been served was “ice cold” and proceeded to insult the product. After gaining the attention of several customers dining, a worker of the restaurant walked up to the blogger and asked him to leave, which only made matters worse. The outcome? The blogger caused an even bigger scene, then posted his video review online; the restaurant suffered through several weeks of public backlash and negative reviews from the blogger’s devoted fanbase. While there are definitely mixed opinions surrounding the blogger’s intentions and actions, the restaurant may have avoided this fiasco entirely by simply altering their employee’s approach with the blogger who, keep in mind, was also a customer. How different might the review have been had the worker offered to get him a fresh and hot slice of pizza, instead of responding defensively? To avoid these types of situations happening in your spas, talk with your “When you receive a negative review about your spa, it’s vital to respond to the critic as soon as possible in a professional manner to avoid looking like the complaint is being ignored.” January/February 2019 ■ PULSE 51