In between back-to-back clients, running the front desk, and keeping your team on track, asking for customer feedback for your salon probably isn’t top of mind. But it should be.
Feedback does two things:
- It helps you catch small issues before they cost you a client
- Feedback builds trust with new clients
Most people check reviews before booking a salon, and your online reputation can be the deciding factor between you and the salon down the street.
But how do you ask for a review without it becoming a time suck in an already packed day?
In this article, you’ll learn:
- How to collect feedback without disrupting your day
- SMS and email templates that are easy to copy and send
- What to do with customer reviews—both the glowing and the not-so-great
Let’s begin!
Why customer feedback is important for your salon
Some clients will tell you right away when something is off. Most won’t.
That doesn’t mean everything went perfectly. It just means they didn’t want to make a fuss.
But over time, even small issues—like not loving the color or thinking the price wasn’t clear—can quietly go from a client not coming back to a client deterring others from coming too. That’s why you should always ask for feedback, so you can improve your services.
Good feedback also helps bring in new clients. BrightLocal’s latest research shows that 74% of people check at least two review sites before they book with a local business. That includes salons.
Online reputation in the salon business is everything. Ultimately, reviews work like word-of-mouth, but for strangers. They want to hear what it’s like to walk into your space, how your team treats people, and what kind of results they can expect.
So yes, feedback helps you get better. But just as important, it shows potential clients what kind of salon you run—and why they should choose you.
How to collect positive reviews
There are several ways to collect customer feedback, but it’s important to remember that most clients won’t take the initiative to leave a review. You’ll need to prompt them—or offer an incentive—to make it happen.
Let’s go over a few different ways you can collect client feedback.
1. Create small incentives
One of the fastest ways to get clients to take action is by offering a small incentive. This could be a discount, a product sample, or points toward your loyalty program.
Take White Haus Hair & Beauty (recently rebranded to Metamorph Haus, a salon in Liverpool, United Kingdom) as an example. They send a follow-up email right after the appointment with a clickable star rating and offer a $5 voucher if the client responds within a few days.
2. Send an SMS message shortly after the appointment
Another great way to gather customer feedback for your salon is by sending a quick text message post-appointment. The best time to send an SMS is within 24–48 hours after the appointment, while the experience is still fresh. However, be sure that your clients prefer texting vs. calling to optimize for the best results.
It doesn’t need to be complicated. A simple message like, “Hope you loved your color today! If you have a sec, we’d love your feedback,” works perfectly. The key is to include a direct link to your review page (Google, Yelp, or your booking platform), so clients don’t have to search for your profile or website themselves.Here’s a real-life example from AmanaiL Boutique:
If sending texts one by one feels like too much, it might be time to let automation take over.
With Capacity’s SMS solutions, asking for feedback is simple and easy. You can automatically send a quick follow-up text right after a client’s appointment—when the experience is still fresh—so they’re more likely to respond. Whether you’re checking in one-on-one or sending a batch message to your whole client list, it helps you collect more reviews, keep clients coming back, and save yourself a ton of time.
3. Shoot off a follow-up email
Just like a text message, emails are a great way to collect feedback. Try to send them shortly after the appointment, and don’t forget to include the review link so it’s easy to find.
A salon booking software like YouCanBookMe can not only help you schedule your salon clients but also send follow-up emails automatically after their appointment—making it easier to gather feedback without adding extra tasks to your day.
Emails also pull double duty: they’re great for getting reviews, and they’re a solid long-term marketing tool. As a salon, you should be sending regular newsletters with your newest treatments, special promotions, and occasional deals to show your clients some love.
| 👉 Need more salon marketing ideas? Our guide packs 37 ways to promote and grow your salon business. |
4. Train your team to ask during services
It also helps to teach your team how to ask for feedback in the moment—either during the service or right at checkout.
Let’s say you just took off the styling cape, showed the final look, and your client says, “I love it!” That’s the perfect time to ask for a review.
You can say something like, “That means so much! If you’ve got a minute, would you mind leaving us a quick review?”
To make it easier, have a QR code ready at the front desk or stick them onto your mirrors so clients can scan it and leave a review without having to search or click around.
Salon SMS templates and examples for getting reviews
Template 1: Straightforward and simple
Need a very basic SMS template? Try this one!
| Hey [client name], thanks for coming in today! We’d love your feedback—it helps us improve and grow.Here’s a quick link to leave a review: [link] – [your salon name] |
Template 2: Polite reminder
This template works well if you want to send a gentle nudge to clients who haven’t left a review yet.
| Hi [client name], we noticed you didn’t get a chance to leave a review. We’d really love to hear how your visit went!Leave us feedback here: [review link] – [your salon name] Reply STOP to opt out |
Check out this SMS example by Camden Spa👇
Template 3: Thank loyal clients and ask for a review
Use this template for long-time or repeat clients who already know and trust you.
| Hi [client name], we always love having you in the salon. If you’ve got a minute, would you mind leaving us a quick review?It helps other people find us! [link] – [your salon name] |
Salon email templates and examples for getting reviews
If email works better for your clients, here are some simple and effective templates to collect feedback.
Template 1: Polite and professional with extra prompts
This is a clean, straightforward template that makes it easy for clients to share their experience after a visit.
| Subject: Tell us how we did Hi [client name], We’d love to hear about your recent visit with [your salon name]. Your feedback helps us improve—and helps others know what to expect.Click below to leave a quick review: [⭐ Leave a review button ]Feel free to share anything you liked, what could be better, or even tips for future clients. Honest feedback is always appreciated! Here are a few things you can mention: • What service you had • What you loved • If you’d recommend us to others Thanks again, The [your salon name] Team |
💡 Tip: Try to include simple prompts to make it easier for clients to actually write the review.
Template 2: Short and sweet
| Subject: Would you mind leaving us a review? Hi [client name], Thanks for coming into [salon name]! We hope you loved your appointment. If you have a minute, we’d be so grateful if you left us a quick review. Here’s the link: [review link] And if you have any questions, just hit reply—we’re happy to help. Thank you so much, The [your salon name] Team |
A good example of this kind of follow-up comes from The Beverly. They keep it simple—no long paragraphs, no unnecessary details. Just a kind thank-you, a direct link to leave feedback, and a way to get in touch if something comes up. They also include a copy of the receipt, which is super helpful for clients.
Template 3: Casual and personal
This kind of email works great if you want it to sound like it’s coming straight from the stylist. It feels more personal and relaxed—like a quick note you’d send to a regular client. Use this when you want to keep things friendly but still encourage a review.
| Subject: Quick favor? Hey [client name], We loved having you in the salon! If you’re happy with your hair, we’d really appreciate a quick review—it helps more than you know. Here’s the link: [review link] Thanks again for choosing us. Hope to see you soon! – [stylist name] + the team at [your salon name] |
How to respond to online reviews
So, you’ve started getting reviews—that’s a huge win. But your job is not done yet. How you respond matters just as much as getting the review in the first place.
Replies show future clients that you care, that you’re paying attention, and that you’re proud of the work you do (even when things don’t go perfectly). Here’s how to handle both the glowing and the tough ones.
For positive reviews
When someone takes time to leave a great review, that’s a big deal.
They went out of their way to spread the word about your salon—and that deserves more than a quick “thank you.” Let’s be honest: most people only write reviews when something goes wrong. So when you get a glowing one? Show them some appreciation.
Keep your reply short, personal, and thoughtful. Here are a few things you can include:
- Greet them by name (if it’s shown in the review)
- Mention the service they got (e.g., “So glad you loved your balayage!”)
- Thank them for something specific they said (e.g., “We’re thrilled you felt relaxed during your visit”)
- Add a small personal touch (like “It was fun catching up!” or “You brought such great energy!”)
- Invite them back, especially if they mentioned a return (e.g., “Can’t wait to see you for your next refresh”)
Just don’t overdo it. Keep it real, friendly, and genuine.
For negative reviews
Bad reviews sting—no doubt about it. But how you respond says everything.
First, take a breath. Don’t get defensive. If there was a mix-up or something went wrong, own it. A sincere, respectful reply shows that you’re listening—and willing to make things right.
Avoid going back and forth in the public thread. Instead, invite the client to call or email so you can sort it out privately. At the end of the day, your goal is to give every client the best possible experience—but when things fall short, your response is what protects your reputation. If it’s something you can fix—like a haircut adjustment or a color correction—invite them back in and make it right.
And finally, learn from it. If more than one person points out the same issue, like unclear pricing or long wait times, it’s probably worth addressing. Not every negative review is a crisis. In fact, many are helpful if you’re willing to listen.
| 🧠 Want to help your team respond to tricky client questions or complaints more efficiently, especially across multiple salon locations? Capacity’s AI Answers can help! It’s a tool your staff can use behind the scenes to quickly find answers from your salon’s internal knowledge base. So, if someone gets a complaint about a missed appointment or a pricing issue, they can ask AI Answers and instantly find guidance or a template on how to respond. |
The bottom line
Customer feedback is more than just stars on a screen—it’s your reputation, your retention, and your word-of-mouth, all rolled into one. Make it easy for clients to share their experience, and even easier for you to respond and grow.
Looking for a better way to stay connected with your clients, without adding more to your plate? With Capacity’s SMS solutions, you can send quick, personalized texts to collect reviews, confirm appointments, or follow up after visits. Our tool integrates with your existing salon software, helps you build stronger client relationships, and takes the pressure off your front desk.