laura’s small business spotlight in crain’s chicago business

Sine Qua Non Salons owner, Laura Boton, talks to Crain’s Chicago Business Magazine about going the extra mile with customers.

It’s hard enough reading any negative review. But when the review calls your staff “rude” and “arrogant” but doesn’t say much else, that’s just plain frustrating. “We want to create a better experience for our clients,” says Ms. Boton, who owns four hair salons on Chicago’s North Side. “But when there’s no explanation of why she or he felt this way, it’s very hard to respond.” So when Ms. Boton gets a nondescript review, she finds the client in her system, talks to staff members who were working at the time and tries to piece it together.

To find out how Laura responds to online reviews, click here to read the full article.