Review management
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Translated from the Italian guide. Narciso itself is in Italian, so the names of buttons, menus and fields are shown exactly as they appear on screen, with a translation in brackets where it helps.
The Gestione recensioni (Review management) switch (off by default) turns on two things that work together: the review request after the visit, and the handling of the comments clients write in chat. Only the Titolare (owner) can turn it on (Comunicazioni settings).
Contents
1. The review request after the visit#
Every hour, at minute :15, Narciso looks for the sales for which at least one day has passed and sends the client an invitation to leave a Google review:
Ciao Nome! Speriamo che il tuo appuntamento da Salone sia andato benissimo 💈 Se hai un minuto, ci farebbe piacere una tua recensione: link
(Hi Name! We hope your appointment at Salon went really well 💈 If you have a minute, we would appreciate a review from you: link)
For emails the subject is «Com'è andata da Salone?» (How did it go at Salon?).
For it to be sent, all of these conditions must be true:
| Condition | Detail |
|---|---|
| The switch is on | For the salon, not for the individual location |
| The sale has a linked client | A sale without a client generates nothing |
| The client has given consent to commercial communications | Set from the client record (Clients); clients registered by the assistant do not have it by default (How the assistant recognises or registers a client) |
| At least 24 hours and no more than 7 days have passed since the sale | An older sale no longer generates any message, so turning the feature back on after months does not send a message for every past sale |
| The sale is not cancelled, reversed, refunded or disputed | |
| The salon has the Google reviews link | See below |
| The client has a reachable channel | See Automatic messages to clients |
Other rules:
- One request is sent per sale: a client with two sales on different days may receive two.
- The program does not send a second request if the client has already received the invitation in chat (see below).
- The job handles at most 200 sales per run, starting from the oldest.
2. Comments in chat#
With the switch on, when a client comments on the service received (compliments, thanks, criticism, complaints, even outbursts and insults) the assistant follows it up in a calm tone and with few words. A simple "thanks" said to close an information request does not count as a comment.
If they are happy#
The assistant thanks them warmly and, naturally, asks whether they would like to tell it on Google too, with the link written out in full. When it gives it to them, it marks the review of the latest sale still pending as "already requested", so the hourly job does not send a second request for the same visit. If the salon does not have the link, it just says thank you, without promising anything.
If they are unhappy, disappointed or angry#
The assistant does not defend itself, does not explain and does not promise refunds or discounts. It acknowledges what the client feels and tries to understand what happened, one question at a time: when (looking at their latest appointments), which service, which operator, what went wrong and what they expected. It never blames a person at the salon. With someone who insults, it stays calm and does not repeat the insults.
When it has understood enough, it records a report for the owner with a calm account (what happened, when, with whom, what the client asks for, the tone in one word) and a severity:
| Severity | When | Effect |
|---|---|---|
| Low | A suggestion or a mild criticism | The report is recorded |
| Medium | A clear disappointment | The report is recorded with high priority |
| High | Serious harm (a person got hurt), a threat of a negative review or legal action, a serious violation | The report is recorded as urgent and, after the message to the user, the conversation moves to «Serve un operatore» (Operator needed): it appears in Segreteria (Secretariat) (Secretariat) |
Then it reassures the client: it has told the owner everything and they will be in touch.
What to do if#
| Situation | What happens | What to do |
|---|---|---|
| No review request was sent | Switch off; Google link missing; sale without a client; client without commercial consent; sale less than 24 hours old or older than 7 days; client without a reachable channel; sale already handled | Check in order; ask support to set the Google link |
| Requests were sent for old sales | Turning the feature back on sends the sales of the last 7 days not yet handled | Switch off the switch if you do not want them: those already sent cannot be recalled |
| A client received two requests | Two different sales, or they said thank you in chat and the program did not find the sale to mark | Expected behaviour |
| A client does not want to receive requests | There is no exclusion for an individual client | Remove commercial consent from the record (Clients), or switch off the switch for everyone |
| The client writes a complaint and nothing happens | Gestione recensioni is off: the message stays with the staff | Turn the switch on or reply yourself |