The skewed reality about reviews and feedbacks on Google, Facebook and Groupon

Words of mouth are the best form of marketing; many people are fully relying on the opinion of their friends and relatives in order choose a product or service, or when deciding whether to work with one person or not.  Ebay was probably the first internet based service which added reviews to score how good its members are and helping us decide whether we would like to buy from them.  Within a few years many online services and Ecommerce websites, like Amazon, have added the opportunity of writing reviews about products, services, packaging, delivery, return policies and so on.

There is however an interesting reality, which at Salus Wellness we noticed from reviews we received on Groupon, Google and Facebook.  The majority of people who are happy about the service they receive, whether moderately, substantially or very happy will just assume, in most cases, that it’s ok to say nothing.  The people who go out of their way to write something are:

  • the few who are not getting what they expect and need to shout it to the world their disappointment, often unjustified;
  • those people who received a treatment which was way beyond their expectations in terms of results, customer service and so on.

One of my associates made me notice this from Amazon.  A large number of book reviews has a number of 5 stars from people who loved it and quite a few 1 stars from people who hate it, but very few 2, 3 and 4 stars.  Once more the super happy or super unhappy want the world to know, the others seem to care less.

Considering we see several hundreds of clients per month it seems nearly odd the fact that we literally have a handful of reviews (all positive) on Google and Facebook.  Perhaps we are not asking hard enough and therefore people don’t feel the need to feedback their impressions; we actually really appreciate when people leave a feedback but, given the nature of our business, we prefer to leave it to their discretion.  The other example which is important for us is the feedbacks and reviews we get from Groupon clients; out of over 2000 treatments we delivered via Groupon within 3 years we just have a total of 33 feedbacks, 20 positive and 13 negative.  The negative ones are a mix of people who got disappointed about our booking system and the fact that parking is just on the road and other various reasons, nobody but 1 complained about its treatment.

Feedbacks and reviews are important and have their place in indicating how good a product or service can be.  Before taking an important decision purely based on feedback or the positive/negative scores I make sure investigate how genuine each review is.

Season Greetings from Salus Wellness

SeasonGreetingsSalusAnother year is coming to its natural end we once more we are ready to celebrate the festive season with family, friends and loved ones.  Salus Wellness, its staff, practitioners and management wish you a vary Merry Christmas and fantastic New Year 2017.  We would like to use this post to inform you all that our reception will have the following schedule over the next couple of weeks:

  • Friday 23 Dec: open 9:30-15:00 only
  • Monday 26 Dec: closed
  • Tuesday 27 Dec: closed
  • Friday 30 Dec: open 9:30-15:00 only
  • Monday 2 Jan: closed
  • usual time for other days; e.g. open 9:30-5 weekdays and closed Saturday and Sunday

Please bear in mind practitioners might work while reception is closed and they should be contacted directly for appointments or for cancellations.

Interview with Sharon Lunn

IMG_1295Sharon, what is your specialisation and how long have you been practising?

I’ve been practising since 1995 and my specialisation is in intestinal health.

When did you start working at Salus Wellness and what influenced your decision to work here?

I started working at Salus Wellness in 2012 although I did see the Salus website a year before I started but at the time there was a male colonic hydrotherapist already based here. However, a year later I decided to go for it because I thought some clients may prefer a female therapist. Another reason was that I did other things such as the nutritional and homeopathic aspects of gut health also.

I liked the philosophy actually as there was a lot of help and you didn’t feel as though you were alone in your business. When I came here and met everyone, I thought yes I definitely want to work from here and made up my mind immediately.

How many clients do you see in an average week?

I see 5 clients per week

What is your general view of the facilities offered by Salus Wellness?

They are very good.

How did the help received from Salus Wellness in terms of running your business, sales and marketing help to develop your business?

I actually think the help received is amazing but I need to work at it. I don’t do social media but next year I’m having lessons with it so that it will all start to happen. So the help I’ve received so far and the notes I’ve taken at the workshops can only benefit my practice 100% but I need to work at it.

What are your future plans at the clinic?

I would like to stay here indefinitely and growing the business.

 Would you recommend Salus Wellness to other practitioners?

Yes definitely.

 What advice would you give to new practitioners?

This is a clean, comfortable, friendly clinic to work in with lovely clients and practitioners alike. All practitioners should stick with it and not give up. Market your business and take all the advice and support provided as it is something which is not offered anywhere else. It is very important for all practitioners to exercise best practice to ensure that all areas of the clinic are kept tidy and well maintained at all times not just for themselves but for their clients also.

Amanda Gutierres joins Salus Wellness

AmandaGutierresWe are very pleased to announce that Amanda Gutierres has joined Salus Wellness in Cambridge this month.

Amanda is a fully qualified integrative counsellor and psychotherapist and psychologist.  A native Portuguese speaker, Amanda treats clients both in English and Portuguese.

She works within the ethical framework of the British Association of Counsellors and Psychotherapists (BACP) and of the British Psychological Society (BPS), which means that she is committed to Continual Professional Development and regular supervision to ensure she can offer excellence in her practice. She is a Registered Member of BACP and a graduate member of BPS.

The team here at Salus Wellness are looking forward to working with Amanda to support her in growing her client base in Cambridge. Amanda is another great addition to our already extensive list of professional therapists.

Visit her profile by checking here.