Getting a negative review can feel awful, especially when you’ve poured your heart into your business and your team. It’s personal in a way that very few other business challenges are. But how you respond to a negative review matters just as much as the review itself sometimes more. Potential clients read your responses just as carefully as they read the reviews, and a thoughtful, professional reply can actually strengthen trust in your salon. Here’s how to handle it well.

1. Take a breath before you respond

The worst thing you can do is respond immediately when you’re feeling defensive or upset. It’s completely natural to feel that way, but a reactive response almost always makes things worse. Give yourself some time even just a few hours to process the feedback before you reply. When you come back to it with a clearer head, you’ll be better placed to respond in a way that reflects well on your business rather than escalating the situation.

2. Acknowledge, don’t argue

Even if you believe the review is unfair or inaccurate, a public argument with a client is never a good look. Instead, acknowledge their experience and express genuine regret that they didn’t leave happy. You don’t have to agree with everything they’ve said, but showing that you’ve listened and that their experience matters to you goes a long way. Something as simple as “we’re sorry to hear your visit didn’t meet your expectations” is honest, warm and professional.

3. Take the conversation offline

A public response isn’t the place to work through the details of what happened. Once you’ve acknowledged the review, invite the client to contact you directly so you can make things right. This shows other readers that you’re proactive and solution-focused, while also giving you the chance to resolve things properly in a private setting. Most unhappy clients, when they feel genuinely heard, are willing to give you another chance.

4. Use negative feedback as a learning opportunity

Not every negative review is wrong. Sometimes a piece of difficult feedback, as uncomfortable as it is to receive, reveals something worth paying attention to. If multiple reviews mention the same issue wait times, communication, a particular service that’s a signal worth taking seriously. The salons that handle feedback best are the ones that approach it with genuine curiosity rather than defensiveness. A culture of continuous improvement starts with being willing to hear the hard stuff.

Negative reviews are not the end of the world. Handled well, they’re an opportunity to demonstrate exactly the kind of business you are: one that cares, listens and always strives to do better.

The word “upsell” can make even the most experienced salon owner cringe a little. It conjures images of scripted sales pitches and uncomfortable pressure, the opposite of the relaxed, welcoming environment you’ve worked hard to create. But upselling and cross-selling, done with genuine care and good timing, are simply about helping your clients get more out of their visit. Here’s how to do it in a way that feels natural for everyone.

Only recommend what genuinely makes sense

The quickest way to make an upsell feel pushy is to recommend something that doesn’t fit the client or the moment. If a client has come in for a quick trim and is clearly in a hurry, suggesting a full treatment package is going to land badly. But if you notice their colour is fading or their brows need attention, mentioning it briefly and honestly is a natural part of the conversation. Relevance is everything. When a recommendation makes obvious sense, it feels helpful rather than salesy.

Frame it as part of the service conversation

The best upsell moments happen organically during the consultation or the service itself, not at the end when the client is already reaching for their wallet. Something as simple as “I noticed your ends are quite dry I could add a conditioning treatment today if you’d like; it only takes an extra ten minutes” feels like expert advice, not a sales move. When it’s woven into the conversation naturally, clients are far more receptive.

Let add-ons feel like a treat, not an obligation

The language you use matters. Framing an add-on service as something indulgent or beneficial — rather than something they need to fix a problem — makes it much more appealing. “We’ve just started offering a scalp massage as an add-on, and clients are loving it” is a warmer, more inviting approach than leading with what’s wrong. People are far more likely to say yes when they feel like they’re treating themselves rather than correcting a deficiency.

Use booking confirmations to plant the seed early

You don’t have to wait until the client is in the chair to introduce add-on options. Kitomba lets you include add-on services in your online booking, so clients can opt in before they even arrive. A confirmation message that mentions complementary services “Did you know you can add a brow tint to your appointment?” gives clients time to consider it without any in-person pressure. Many will say yes simply because it’s convenient and well-timed.

Upselling and cross-selling aren’t about extracting more money from your clients. They’re about making sure every person who leaves your salon feels like they got the most out of their visit. That’s a goal worth pursuing.

Getting a new client through the door is a win worth celebrating. But the real opportunity lies in what happens next. A first visit is just the beginning of what could be a long, loyal relationship or it could be the only time you see that person if the experience doesn’t leave a lasting impression. Here’s how to make sure first-time visitors want to come back again and again.

Make the first impression count from the very first touchpoint

The client experience begins long before someone sits in your chair. It starts with how easy it was to find and book you online, the confirmation message they received, and the reminder that landed in their inbox. When every step of the journey feels smooth and professional, you’re already building confidence before they arrive. First-time clients are paying close attention to everything; make sure every detail reflects the standard of your salon.

Take the time to really listen during the consultation

A thorough consultation does more than help you deliver the right service. It shows the client that you’re genuinely interested in them as an individual, not just as a booking in your calendar. Ask questions, listen carefully, and take note of what they share. When clients feel heard and understood, they feel valued and that’s the foundation of a long-term relationship. Kitomba lets you save client notes and preferences so every future visit feels just as personal.

Wow them with the little things

It’s often the small, unexpected touches that clients remember and talk about. A warm welcome by name when they arrive. A genuine interest in how their day is going. A recommendation that shows you were paying attention. These moments don’t cost anything, but they add up to an experience that feels special. Clients who feel that a salon truly cares about them don’t just come back; they bring their friends.

Rebook before they leave and follow up afterwards

The best time to secure a second appointment is at the end of the first one. When the experience is fresh, and the client is happy, a simple “would you like to book your next visit before you go?” is a natural next step, not a pushy ask. A follow-up message a day or two later checking how they’re enjoying their results adds a final touch that very few salons bother with and clients notice. That combination of rebooking and follow-up is one of the most effective ways to turn a first visit into a habit.

The difference between a one-time visitor and a loyal client often comes down to how valued they felt from the very beginning. Get that right, and the relationship takes care of itself.

Retail can feel like a tricky subject for many salon owners and their teams. Nobody wants to come across as pushy, and the fear of making a client uncomfortable often means products sit on the shelf without ever being mentioned. But here’s the thing: recommending the right product to the right client at the right time isn’t selling it’s part of delivering a great service. Here’s how to approach retail in a way that feels natural, helpful and effective.

1. Lead with education, not promotion

The most effective retail conversations don’t start with “would you like to buy this?” They start with a genuine observation. When a stylist notices that a client’s hair is dry and mentions why a particular treatment would help, that’s not a sales pitch it’s expertise. Clients come to you because you know things they don’t. Sharing that knowledge, including recommending products that will help them maintain their results at home, is part of the value you provide.

2. Use the service as the demonstration

You have a natural advantage that no retail store has: you’re already using the products on your clients. When a product you’ve applied during a service smells incredible or delivers a visible result, point it out. Let the client experience speak for itself. A simple “I’ve used this on your hair today and it’s what’s giving you that shine you can take one home if you’d like” is an honest, low-pressure way to introduce a retail recommendation in context.

3. Make products visible and accessible

If retail products are tucked away or displayed without context, clients won’t think to ask about them. Positioning products near the styling station, or in a spot where clients can browse while they wait, creates natural curiosity. Including small signs that explain what each product does helps clients self-educate without needing a team member to initiate the conversation. A well-presented retail area signals that your products are worth considering.

4. Track what’s selling and who’s recommending it

Retail performance varies significantly across teams, and understanding those patterns is valuable. Kitomba’s reporting tools let you track retail sales by team member, so you can identify who’s recommending products effectively and share those approaches with the rest of the team. It also helps you spot which products are popular and which are sitting untouched, so you can adjust your stock and focus your energy where it counts.

Retail doesn’t have to feel like selling. When it’s built into the service conversation naturally and honestly, it becomes a genuine extension of the expertise your clients already trust you for.

Nobody gets into the salon business because they love chasing clients for money or having uncomfortable conversations about cancellations. But no-shows are a real problem, and leaving them unaddressed means quietly absorbing a cost that adds up quickly, as you would have seen by your no-shows dashboard… The good news is that reducing no-shows doesn’t have to feel confrontational. With the right approach, you can protect your business while keeping the warm, trusting relationships you’ve built with your clients very much intact.

1. Let your systems do the communicating

One of the reasons no-show conversations feel awkward is because they’re personal. You know your clients, you like them, and asking for a deposit or applying a cancellation fee can feel like you’re accusing them of something. When your systems handle it instead of you, that awkwardness disappears. Kitomba Pay allows you to collect deposits automatically at the time of online booking, and to store card details securely for cancellation fees if needed. The policy simply exists, it’s not a conversation you have to initiate.

2. Be upfront about your policy from the start

Clients are far less likely to feel put out by a deposit or cancellation policy if they knew about it before they booked. Make sure your policy is visible on your booking page, included in your confirmation message, and referenced in your reminder. When expectations are set clearly at the beginning, there’s no surprise and no sense that the rules are being applied unfairly. Most clients, when they understand the reasoning, will respect it without hesitation.

3. Use reminders to catch genuine forgetters

Not every no-show is a deliberate choice. A surprising number of clients simply forget, especially if they booked weeks in advance. A well-timed reminder, sent 48 hours before and again on the morning of the appointment, catches the genuine forgetters before it’s too late. It also gives clients an easy opportunity to let you know if something has come up, which means you have more time to fill the slot. Kitomba automates this process so it happens consistently without any manual effort from your team.

4. Respond to genuine emergencies with grace

Having a policy doesn’t mean applying it rigidly in every situation. When a client has a genuine emergency, showing flexibility and compassion is the right call and they’ll remember it. The key is that exceptions are just that: exceptions. When your team has a clear policy to refer to, they feel confident making those judgment calls without uncertainty. Grace and consistency aren’t opposites. A well-designed system makes room for both.

Reducing no-shows is really about building a culture of mutual respect. Your time is valuable, your team’s livelihood matters, and a clear, kind, well-communicated policy is how you make that known without it ever feeling awkward.

Ready to reduce no-shows in your salon or spa?

Targets can be a powerful tool for growing your salon or they can quietly do more harm than good. The difference comes down to how they’re set, communicated and supported. When targets feel arbitrary or unachievable, they create pressure without purpose. But when they’re thoughtful and tied to something meaningful, they energise your team and drive real results. Here’s how to get it right.

1. Make targets personal, not just business-driven

A revenue target that serves the salon’s bottom line isn’t automatically motivating for the person behind the chair. The most effective targets are ones that feel relevant to the individual. That might mean tying targets to a team member’s personal income goals, their career progression, or a skill they’re working to develop. When your team can see a direct connection between hitting their target and something they care about, the motivation becomes intrinsic rather than imposed.

2. Set targets that stretch without overwhelming

There’s a fine balance between a target that challenges someone and one that feels impossible from day one. If your team looks at their targets and immediately feels defeated, those numbers aren’t going to inspire action. Aim for goals that require genuine effort but are clearly within reach with consistency. Starting slightly above current performance and building from there is a much more sustainable approach than setting aspirational numbers that have no basis in reality.

3. Make progress visible

One of the most underrated parts of target-setting is making sure your team can see how they’re tracking in real time. When progress is invisible, it’s easy to lose momentum or not realise there’s a gap to close until it’s too late. Kitomba’s targets and incentives feature lets each team member see their own performance against their goals, which keeps things front of mind and gives them the information they need to adjust their approach during the week, not after it.

4. Celebrate the wins, big and small

Hitting a target deserves recognition. Not every achievement needs a grand gesture, but acknowledging progress, whether it’s a shoutout in a team meeting, a message in the group chat, or a small reward, goes a long way towards building a culture where people feel seen and valued. Teams that feel recognised are more engaged, more motivated, and more likely to keep pushing towards the next goal.

Targets work best when they feel like a shared pursuit rather than a top-down requirement. When your team understands the why behind the numbers and feels supported along the way, they stop being a source of stress and start becoming a genuine driver of growth.

Want to see how Kitomba’s targets and incentives feature works?

There was a time when taking bookings over the phone was simply how salons operated. But client expectations have shifted, and they’ve shifted fast. Today, people want to book on their terms, at a time that suits them, without having to call during business hours. If your salon isn’t offering online booking, you’re not just missing a convenience feature; you’re likely missing out on appointments altogether. Here’s why it matters more than ever.

1. Clients book when it suits them, not when you’re open

A significant portion of salon bookings happen outside of business hours. Clients browse, decide and book in the evenings, on weekends, or during their lunch break — times when your phone is likely unmanned. If there’s no way to book online, many of those potential clients simply move on to a salon that makes it easy. Online booking means your appointment book is open 24 hours a day, seven days a week, without any extra effort from your team.

2. It reduces the pressure on your front desk

Every phone call taken during a busy period is an interruption. Your receptionist or stylist has to pause what they’re doing, take down the details, check availability, and confirm the booking, all while clients in the salon are waiting for attention. Online booking handles all of that automatically. Clients see real-time availability, choose their preferred time and service, and receive an instant confirmation. Your team can stay focused on the people in front of them.

3. Deposits are collected at the time of booking

One of the most powerful benefits of online booking is the ability to collect a deposit upfront, before a client even walks through the door. With Kitomba Pay integrated into the booking process, clients pay their deposit as part of booking online, which dramatically reduces the likelihood of no-shows. It’s a seamless experience for the client and a meaningful protection for your business, all handled automatically.

4. It signals that your business is professional and modern

First impressions matter, and for many potential clients, your booking experience is their first real interaction with your salon. A smooth, easy-to-use online booking system signals that you’re organised, professional and worth their time. On the other hand, a clunky process or no online option at all can create doubt before they’ve even visited. In a competitive market, the ease of booking can be the thing that tips a new client in your favour.

Online booking isn’t a nice-to-have anymore. It’s a baseline expectation for clients who have come to expect convenience in every part of their lives. Meeting them where they are is one of the simplest ways to grow your business.

Email has its place, but when it comes to getting a quick response from your clients, nothing beats a text message. SMS open rates sit at around 98%, compared to roughly 20% for email. For salon and spa owners looking to fill gaps, re-engage lapsed clients, or promote a last-minute offer, SMS marketing is one of the most effective tools available. Here’s how to make it work for your business.

1. Reach clients where they actually are

Most people check their phone within minutes of receiving a text. That makes SMS the ideal channel for time-sensitive messages, like a last-minute opening, a flash promotion, or a reminder that it’s been a while since their last visit. Unlike social media posts that get buried in a feed or emails that sit unread, a text lands directly in your client’s pocket. When the message is relevant and well-timed, the response rate can be impressive.

2. Bring lapsed clients back through the door

One of the most valuable uses of SMS marketing is reconnecting with clients you haven’t seen in a while. A simple, warm message letting someone know they’ve been missed and offering them an easy way to book can be enough to bring them back. Kitomba makes it easy to identify clients who haven’t visited in a set period and send them a targeted message, so you’re not guessing who to reach out to.

3. Keep your messages short, personal and relevant

The best salon SMS messages feel like they’ve come from a person, not a marketing department. Use your client’s name, keep the message brief, and make the next step obvious, whether that’s a booking link, a reply to confirm, or a simple call to action. Avoid sending too frequently or the messages start to feel intrusive. A thoughtful, well-timed text will always outperform a high-volume spray-and-pray approach.

4. Use templates to save time without losing personality

Coming up with fresh message ideas for every campaign can feel overwhelming, especially when you’re already juggling a full appointment book. Having a bank of tried-and-tested templates means you can send professional, effective messages quickly without starting from scratch every time. Kitomba offers 40+ SMS text campaign templates covering everything from re-engagement to seasonal promotions, so you always have something ready to go.

5. Track what’s working and refine from there

Like any marketing activity, SMS works best when you pay attention to the results. Are certain messages getting more bookings than others? Are there times of day or days of the week when clients respond better? Kitomba’s reporting tools let you see what’s driving results so you can do more of what works and less of what doesn’t. Over time, your campaigns become sharper, more targeted and more effective.

SMS marketing isn’t about bombarding your clients with messages. It’s about reaching the right person at the right time with something genuinely useful. Done well, it’s one of the simplest ways to keep your salon busy and your clients coming back.

Ready to start texting smarter? Download Kitomba’s 40+ SMS text campaign templates and start sending messages that actually get results.

We have some exciting news to share. Kitomba has been named a finalist for Employer of the Year at the 2026 Wellington Gold Awards and we could not be prouder.

The Wellington Gold Awards celebrate the best businesses in the Wellington region and being recognised in the Employer of the Year category means a lot to us. It’s a reflection of the team we have built, the culture we continue to invest in, and the people who show up every day and make Kitomba what it is.

What the Gold Awards mean

The Gold Awards are one of Wellington’s most prestigious business awards, recognising organisations that are leading the way across a range of categories. Employer of the Year celebrates businesses that go above and beyond to create exceptional workplaces where people can thrive.

What this means to us

Being named a finalist for Employer of the Year is such a proud moment for all of us at Kitomba. We have always believed that investing in our people is fundamental to everything we achieve. When your team feels genuinely supported, trusted and valued, great work follows naturally. This recognition is a reflection of every single person on our team who shows up and makes Kitomba what it is. – Alyssa, Kitomba General Manager

What makes Kitomba a great place to work

At Kitomba, we believe that great software starts with great people. We are a team of passionate, talented individuals who care deeply about what we do and who we do it for. From flexible working and genuine career growth opportunities to a culture built on trust and collaboration, we are always working to be the kind of company people are proud to be part of.

Want to join the team?

We are always on the lookout for great people. Check out our current openings here.