For med spa owners · Marketing and reviews

Reply to a review without confirming a visit

A public reply to a review, good or bad, in your voice that never confirms the reviewer is a client or mentions any treatment.

By Aaron Byrne, KeenHand

The prompt

Paste it into ChatGPT, Claude or Gemini and fill in each part in [BRACKETS]. Med spa owners who answer their own reviews.

I run a med spa. A new review is up. Even when the reviewer names their treatment or their provider, a public reply from us can never confirm they are a client or say anything about what was done. I want a warm, short reply that still sounds like a person.

What I have:
- The review, with the reviewer's name removed: [REVIEW TEXT]
- Whether it is positive, mixed or negative, in my words: [HOW I READ IT]
- How an unhappy reviewer can reach me directly: [DIRECT CONTACT]
- How I sound in public: [MY TONE]

What I want:
1. Tell me in one line what the reviewer cares about most.
2. Write a reply in my tone that thanks them and speaks to that in general terms, about how we work.
3. If it is mixed or negative, invite them to reach me directly, using only the contact I gave you.
4. Point out anything in the review I should look into before I post.

Rules:
- Write a draft for me to read. Do not send or post anything.
- Use only what I gave you. If something is missing, ask me instead of guessing.
- Never quote a price, promise a fix or claim anything I did not give you.
- Never confirm or hint that the reviewer is a client, and never mention a treatment, a provider, a visit date or a result, even if the review does.
- Leave out anything about a client's health, treatment or history.

Give me back:
- The reply, ready for me to edit
- Anything in the review I should check before replying

When to use it

A new review lands, sometimes naming the treatment or the provider, and it deserves an answer in your voice this week, not next month.

When not to

Do not use it for a review that describes an injury, a reaction or a result the client is upset about. Those go to you and your medical director first, and the reply waits.

What to paste in

[REVIEW TEXT]: The review as it was posted, without the reviewer's name.
[HOW I READ IT]: Positive, mixed or negative, in a word or a short sentence.
[DIRECT CONTACT]: How a reviewer reaches you directly, such as the desk line and who to ask for.
[MY TONE]: Three or four words for how you sound in public, or a review reply you liked.

Never paste

Anything from the client's record: what was done, when, or notes from the visit
Whether the reviewer is actually a client
Your own notes on any health issue or reaction they raised

A filled-in example

Sample. Fictional business, fictional client.

REVIEW TEXT: Dana was amazing and my lips look so natural! Only complaint is I waited 20 minutes past my appointment time.
HOW I READ IT: Mostly positive, but the wait bothered her.
DIRECT CONTACT: Call the front desk at 616-555-0123 and ask for Erin.
MY TONE: Warm, grateful, owns the miss.

What you should get back

A short public reply in your voice that answers what the reviewer cared about
No treatment, provider, date or result mentioned, and nothing that confirms a visit
For a mixed or negative review, an invitation to reach you directly
A note on anything to look into before you post

What stays with you

The prompt writes a draft. You decide what happens to it, and nothing should reach a client until you have read it. Decisions about money stay with a person every time, and so do health questions and complaints. When KeenHand builds a routine like this, every message carries the same four decisions: Automate, Approve, Revise, Reject.

Ask for a review without naming the treatment. A review request after each visit that lets the client keep their treatment private and never offers anything in return.
Build a front desk answer sheet. One page the front desk keeps open: answers to routine questions from your own policies, and a clear line for what goes to the provider or to you.
Spot empty provider hours and stalled consults. A short weekly read of your own counts: how many consultations booked treatment, where provider hours sat empty, and the calls left for you.

More: every prompt for med spas, marketing and reviews, and AI for med spas.

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