A negative review can feel like a personal attack, especially when you've invested time perfecting gel and shellac applications. The truth is, how you respond often matters more than the review itself—it's your chance to show professionalism and turn a critic into a potential repeat client. The right response can actually boost your salon's reputation and demonstrate your commitment to quality.
Why Your Response Matters More Than You Think
When a customer leaves a negative review about gel or shellac work—whether it's chipping, color mismatch, or application issues—potential clients are watching how you handle it. A defensive or dismissive reply signals arrogance; a thoughtful one shows you care about results. Google and salon review platforms actually factor in response quality into visibility rankings, meaning your reply could improve how often your salon appears in local searches.
Beyond algorithm benefits, 70% of people who see a business respond positively to negative reviews are more likely to book an appointment. That's actionable leverage.
Respond Within 24-48 Hours
Speed matters. Don't let a negative review sit for a week while you're annoyed about it. Within a day of the review appearing, craft a response—this signals you're actively managing your business and responsive to clients.
If a customer complains that their shellac started chipping at day 5 (when typical wear is 2-3 weeks), a quick response shows you take quality seriously. You have limited time to offer a solution before other potential clients form opinions based solely on the unresolved complaint.
Keep It Professional, Not Emotional
This is critical. Never:
- Blame the customer for "not following aftercare instructions"
- Use defensive language ("That's not how our process works...")
- Engage in back-and-forth arguments
- Dismiss their experience as inaccurate
Instead, acknowledge their frustration and focus on solutions. Example: "We're sorry your gel didn't meet your expectations. We'd love to make it right with a complimentary repair or fresh application. Please call us at [number] to schedule a quick visit."
Offer a Concrete Resolution
Generic apologies don't work. If someone complains about gel application, offer something specific:
- Free gel removal and reapplication (typically $15-25 service value)
- $20 credit toward their next visit
- Complimentary gel polish upgrade (moving them from standard gel to premium brands like OPI or Gelish)
- In-person consultation about aftercare (many chipping issues relate to contact with water in first 24 hours)
Notice these aren't blanket refunds—they're service-based solutions that get the customer back in your chair where you can actually fix the problem and prove your skill.
Address Common Gel and Shellac Complaints Specifically
Different complaints warrant different responses:
Chipping within 1-2 weeks: Offer a free repair visit. This often indicates application thickness or top coat issues you can adjust next time.
Color not matching the sample: Offer a free rematch with a different shade from your actual supply (not just the color wheel).
Thickness or length complaints: Acknowledge it and invite them back for a free adjustment—many clients don't realize gel thickness is customizable.
Pricing concerns: If someone complains about cost ($45-75 for full gel sets is standard, $25-40 for fills), don't argue. Instead: "We appreciate your feedback. We use high-quality products and maintain strict sanitation standards. We'd love to show you the difference at your next visit."
Make It Public, Not Private
Respond directly on the review platform itself—Google, Yelp, Instagram, or wherever the review appeared. Don't try to move the conversation to private messages immediately. Your response should be visible to other potential customers, proving you're solution-focused.
After offering the resolution publicly, then you can add: "Please reach out directly so we can schedule your complimentary service." This dual approach shows accountability and follow-through.
The Bigger Picture: Prevention and Listing
Most negative gel and shellac reviews stem from unmet expectations about longevity or application quality. Investing in training, quality products (Gelish, OPI, Biosexy), and clear pre-service consultations prevents future complaints.
When you do attract customers—through word-of-mouth, referrals, or platform visibility—having a polished online presence helps. Listing your salon on Mercoly with detailed service descriptions, pricing, and photos of your gel work helps you attract clients who already understand your process and pricing, reducing review friction from the start.
Frequently Asked Questions
Q: How do I respond if the customer says they did exactly what I recommended for aftercare, but their shellac still chipped? Take responsibility and offer a free repair without excuses; poor adhesion is ultimately a salon-side issue, and fixing it builds trust.
Q: Should I ever ask a customer to remove a negative review? No—it's against review platform terms and comes across as unprofessional. Focus on a strong response instead.
Q: What if the review is clearly false or seems malicious? Flag it to the platform as inappropriate, but still respond publicly with professionalism; let other customers judge credibility based on your calm, factual reply.
Start responding thoughtfully today, and you'll notice improved reputation metrics within 30 days.