Your chair is booked on your reviews.
Most new clients read three reviews before they book, and almost all of them are about one stylist rather than the shop.
What makes this different from any other inbox.
Reviews name individuals
A complaint about one stylist reads as a complaint about the shop. Replies need to answer the guest without publicly disciplining staff.
Small teams, no comms person
Nobody on the floor has an afternoon for drafting. Lia writes the reply; you approve it between clients.
Results are subjective
A colour that did not land is a genuine disappointment and not necessarily a mistake. That distinction belongs in the reply.
The same six stages, whatever you run.
- 1
Detect
Reviews, Reddit threads, press, and supported article comments arrive in one place, matched to the right brand and location.
- 2
Understand
Every mention is read for sentiment, topic, relevance, and risk — so a slow Tuesday service and a food-safety claim are never the same task.
- 3
Decide
Lia recommends whether to respond at all. Not everything deserves a reply, and saying so is part of the job.
- 4
Respond
Drafts come back in your voice, shaped for the platform they are going to, ready for a person to approve.
- 5
Escalate
Anything sensitive routes to the people who should see it first, with the full thread and a clear reason attached.
- 6
Learn
Recurring complaints surface as patterns across locations, so the same problem stops arriving one review at a time.
Know what to say when your reputation is public.
Create your workspace, connect your Google reviews, and see what people are already saying about you.
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