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REVIEW RECOVERY STRATEGY — [Salon Name] EXECUTIVE SUMMARY: - Core issue: expectation mismatch on a color correction process, compounded by a front-desk interaction that felt dismissive - Approach: empathetic public response (for future readers) + direct private outreach with a specific remedy - Prevention: implement a signed color correction consent form before all corrective services PUBLIC REVIEW RESPONSE (Google): Jessica, thank you for sharing this. Color correction from box dye is a multi-session process, and I hear you that the result did not meet your expectations after session one. That is frustrating, especially at this investment level. I want to make this right — please call me directly at [phone]. I would love to discuss next steps with you personally. — [Owner name], Owner PRIVATE OUTREACH (Text/Email): Hi Jessica, this is [owner name] from [salon name]. I read your review and I understand your frustration. You came in expecting a transformation and left feeling like you did not get what you paid for — that is not the experience we want anyone to have. Here is what I would like to offer: a complimentary follow-up session with [senior stylist name] to continue the color correction process and get you closer to the result you envisioned. No charge, no strings. If you are open to it, I will personally make sure the appointment goes smoothly. Just reply to this message or call me at [phone]. REMEDY RECOMMENDATION: - Offer: complimentary follow-up session (not a refund — the work was done correctly for session one) - Do NOT offer: a full refund unless the follow-up also fails - Why: a follow-up demonstrates confidence in your work and gives you a chance to deliver the result she wanted PREVENTION PLAN: 1. Implement a Color Correction Consent Form — client signs acknowledging multi-session timeline, estimated total cost, and expected result per session 2. Take before/after photos at every session for documentation 3. Train front desk to escalate complaints to the owner or senior stylist immediately — never let a frustrated client feel dismissed