• All reviews should be responded to within 24 hours of receipt
• If the review is very short or only stars, a simple thank you will work
• If the review is lengthy, respond in kind thoughtfully
• If the review mentions a staff member, let the staff member know by text or email and share with team

Corporate will respond as quickly as possible noting that you the manager will look into the issue, that we are sorry for their experience, and that they can reach out to us personally by email (share work email) with more details.  We will let them know that you are researching the issue and that you will be getting back to them.

Corporate will reach out to the manager. Once you hear from corporate, you will have six hours to get to the bottom of the complaint and respond to the customer. Timely responses are crucial to keep reviews from getting worse and to try to convince the person to remove the review. 

Without accusing, try to talk to all individuals to get feedback on the customer's concern. If the research evidences ANY fault on our part, you will offer the customer a refund and/or coupon for a return visit. If the research determines that no fault exists on the part of our staff, simply leave the review untouched, and report back to the corporate team.

If the review evidences a problem that is solvable (running behind, bad customer service, app issues, etc.) address the issue head on and fix the problem for the future. Make sure to thank the customer for alerting you to the problem.

If there is anyway to convince the customer to come in and try again, do that, and there is a chance they will change the review.

Forward the complaint to admin@chopbarbershop.com and we will address the matter on our end.