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How do I reply to my reviews?

Replying to reviews is a great way to strengthen your online reputation. By thanking clients for positive feedback and responding to any issues raised you can build strong relationships that turn casual clients into regulars.

With Fresha you can control exactly who sees your replies. Share them with the world on the Fresha marketplace or you can choose to share only with the client themselves.

View and reply to reviews:

There are three places you can view and reply to client reviews.

Reviews Page

A full list of your business’s reviews and ratings will be displayed here in the order they have been submitted and will include reviews for any services you or your team have performed.

  1. Go to Clients and select Reviews
  2. Under the review, click Reply and write your response.
  3. Choose from the drop-down options Reply as myself, or Reply as your business to select who is replying to the review.
  4. Choose who you would like to see your reply. Select Marketplace to make the reply visible to all users on the Fresha Marketplace, or select Client to only make it visible to the client who left the review.
  5. The client will receive an email notification showing the reply.
  6. If you want to edit or delete your reply, click the 3 dots next to the reply and select Edit or Delete

Review Notifications

When a client leaves a review, you will receive a new Review notification under the bell icon in the top right of your Fresha profile.

  1. Click on the bell to see the review the client has left for you.
  2. Under the review, click Reply and write your response.
  3. Choose from the drop-down options Reply as myself, or Reply as your business to select who is replying to the review.
  4. Choose who you would like to see your reply. Select Marketplace to make the reply visible to all users on the Fresha Marketplace, or select Client to only make it visible to the client who left the review.
  5. The client will receive an email notification showing the reply.
  6. If you want to edit or delete your reply, click the 3 dots next to the reply and select Edit or Delete

Your Account

Reviews for services you have performed will also appear under Your account. If you have worked at more than one workspace on Fresha, this list will include the history of all the reviews you have received for all workspaces. You’ll only be able to reply to reviews for the workspace you are currently a part of.

  1. Go to your profile picture in the top right of your Fresha account, and click Reviews.

  2. Under the reviews for your current workspace, click Reply and write your response.

  3. Choose from the drop-down options Reply as myself, or Reply as your business to select who is replying to the review.

  4. Choose who you would like to see your reply. Select Marketplace to make the reply visible to all users on the Fresha Marketplace and to other users, or select Client to only make it visible to the client who left the review.

  5. The client will receive an email notification showing the reply.

If you want to edit or delete your reply, click the 3 dots next to the reply and select Edit or Delete.

 

NOTE: Only clients who have made and completed a booking with your business can leave a rating or review.

PRO TIP: Personalise your reply by using the client’s name and always thank them for taking the time to leave feedback.

PRO TIP: Issues happen in any business, but you can always learn from these to improve your service. We recommend always responding calmly and respectfully.

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