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A viral perm video triggers a flood of one-star reviews and threats, forcing us to confront what leadership looks like when the internet decides you are the villain. We break down how to care for the guest, respond in public with calm clarity, and build consultation systems that protect your team long before something goes wrong.
• the real problem with online pile-ons and missing context
• addressing the guest experience privately before posting publicly
• deciding on refunds based on facts, mission, and safety
• separating private resolution from public review responses
• writing short public statements without arguing in comments
• leading your team through stress, screenshots, and spokesperson rules
• strengthening consultations with hair history, strand tests, and documentation
• using service plans to align expectations on results, risks, and maintenance

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