At Mooeys, we’re incredibly proud of the service we provide. Every day our teams work hard to create a welcoming space where clients feel comfortable, cared for and leave feeling fabulous. Most of the time we get it right and our glowing five-star reviews are a testament to that.
But here’s the truth – we don’t always get it right and when that happens, it stings.
Why reviews matter so much to us
Reviews are more than just stars on a screen, they’re a reflection of how our clients feel when they step through our doors and that matters deeply to us. Every review, whether it’s five stars or less, gives us insight into what we’re doing well and where we can improve.
A lovely five-star review makes our day, it validates the effort our teams put in and it shows us we’re making people feel valued and cared for. But equally, a not-so-great review matters just as much because it shows us where we might have fallen short and where there’s an opportunity to learn and grow.
We take bad reviews personally
We’re not a faceless corporation, Mooeys is made up of real people who genuinely care. So when we receive a bad review, we feel it.
It’s never just “feedback”, it’s someone telling us that their experience wasn’t what they hoped for. We take it personally because this isn’t just business for us – it’s our passion, our craft, and our reputation.
That said, taking it personally doesn’t mean we take it badly. Instead, we use it as fuel to look at ourselves honestly, listen carefully and figure out where we can improve.
Listening, learning, and (where possible) fixing
When a review highlights something we could have done differently, our first instinct is to put it right. We’ll reach out, we’ll apologise and we’ll try to fix it wherever we can.
Sometimes, that works beautifully. We rebuild trust and our clients give us another chance and sometimes, it doesn’t. Not every situation can be rectified, no matter how hard we try. That’s tough to accept but it’s also part of running a people-focused business.
What matters most is that we never ignore it. We listen, we reflect and we make changes where we can.
Why five-star reviews aren’t the full story
Don’t get us wrong, we LOVE five-star reviews. They’re an incredible boost to our teams and they tell us that what we’re doing is working. But even good reviews can teach us something.
Every bit of feedback, even when it’s glowing, is a chance to pause and ask ‘What exactly made this client’s experience so great? How can we make sure every client feels this way?’.
In that sense, every single review is an opportunity to grow.
A culture of care
At Mooeys we’ll never shy away from feedback, good or bad. Because at the end of the day, our goal is simple: to care for people. That includes listening when something doesn’t go quite right, learning from it and making changes that benefit our clients in the long run.
So yes, bad reviews sting. They always will because we care so much about what we do, but they also push us to become better, stronger, and more dedicated to the Mooeys experience our clients know and love and for that, we’re grateful. If you’re ever unhappy with your experience please don’t hesitate to chat with our team in the salon. We’re always up for a smile, a giggle and most importantly, making things right for you.
Whether you’re a long-time Mooeys client or thinking of visiting us for the first time, we’d love to welcome you! You can book your next appointment quickly and easily on our website HERE.
