Strengthen your online reputation by responding to client reviews and thanking them for feedback. Learn how to respond to your reviews and control who sees your replies.
This guide covers:
Getting started
Only clients with a completed appointment can leave a rating or review. To receive client reviews you will need to:
- Enable messaging automation to thank clients for visiting.
- Checkout your appointments daily.
- If you’re a team member, you’ll need permission to reply to appointment reviews and online bookings.
Viewing and replying to client reviews
To reply to reviews from your personal account:
- Click on your Avatar and select Reviews.
- On the relevant review, click Reply and write your response.
- Use the dropdown to ‘Reply as myself’, or 'Reply as your business'
- Choose whether you want the response to be visible on the ‘Marketplace’ or ‘Only for client’
- Select the send icon.
The client will receive an email notification once you’ve replied to a review.
NOTE: You can also view and reply to reviews through your Notifications (bell icon) and individual client profiles.
Managing review replies
Update review replies
- Click on your Avatar and select Reviews.
- Select the three dots next to the relevant review.
- Click Edit.
- Update the review as needed.
- Select Post or the send icon.
Delete review replies
- Click on your Avatar and select Reviews.
- Select the three dots next to the relevant review.
- Click Delete.
- Select Delete this reply to reconfirm.
FAQs
Q. What happens if I make a mistake in my reply?
You can easily fix any mistakes within your reply by editing or deleting your reply. Just go back to your response under Reviews and make the necessary changes.
Q. Can I reply to reviews for all workspaces I have worked in?
You can only reply to reviews for the workspace you're currently part of. While reviews from other workspaces will show up in your personal account history, you won't be able to respond to them directly.
Q. Will the client be notified when I reply to their review?
Yes, your client will receive an email notification with your reply.
Q. Is there a limit to when you can respond to a review?
Nope, there's no time limit for responding to client reviews. However, it’s best to keep replies promt to maintain a strong relationship with your clients.
Q. How can my clients leave a review?
After completing an appointment, clients can leave a rating and review from their Fresha account. They’ll need to go to their Appointments calendar, select the appointment, leave their rating and review, and click Continue. If you have the tipping option enabled, they can leave a too.