Review response guide

How to respond to a negative review for a Med Spa

Med spa replies must protect privacy — never confirm someone was a client or reference any treatment or result, even if they did.

A negative review is public, and it's read by far more people than the one who wrote it. Your reply isn't really for the upset customer — it's for the next hundred people deciding whether to trust you. Handle it well and a bad review can actually win you business.

Use four beats: acknowledge the specific problem, apologize without making excuses, say what you're doing about it, and invite them to continue offline. Keep it to a few sentences, stay warm, and never get defensive.

Example

The review

“Paid a lot and didn't see the results I wanted.”

A reply that works

I'm sorry your experience didn't meet your expectations — that matters to us. Results and expectations are best discussed privately; please call and ask for me so we can talk it through.

Tip: Don't confirm treatments or discuss results publicly. Invite a private conversation.

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