In today’s digital world, people turn to the internet to find restaurants, shops, and even veterinarians. These potential clients will often search through online reviews before choosing a practice. With some help from your team and your best clients, you can leverage online reviews to show how you care for your patients.
Manage review platforms
Before you can even receive reviews, you need to set up a business account on platforms like Google, Yelp, and Facebook. This will allow you to respond to reviews and keep track of new ones. You can set up alerts to notify you every time a new review is submitted.
Aim to reply to feedback within 48 hours. Reviewers want to be heard, and even unsatisfied clients will appreciate a response. Whether they are positive or negative, online reviews can make an impact on your practice.
Encourage positive reviews
An effective way to accumulate positive reviews is by giving your best clients opportunities to share their feedback. The ones who praise your staff and visit often will be the most likely to leave a positive review. Remind your team of the importance of customer service and to always ask their happiest clients for a review.
When a satisfied client finishes up their appointment, this is the perfect opportunity to ask for feedback. Remember to follow up your request with either an email or a text with a direct link to a review platform. Let your client know how much you appreciate their support.
If you use a post-visit survey, try setting up your system to automatically ask a client to leave a review after they give positive feedback. Keep your survey short and simple so clients can quickly fill it out and leave a review after.
You can also embed links to online review platforms on your website, in email newsletters, and on social media pages. The easier it is for your clients to leave a review, the more likely they are to provide one. Gaining positive reviews will lessen the influence of negative ones.
Engage with negative reviews
Negative reviews are bound to happen, but luckily you can minimize their impact by engaging with them properly. Low ratings can harm your practice’s online reputation, so it is important to acknowledge them quickly and professionally.
When you reply to a negative review, be sure to address the reviewer’s concern, apologize, and reach out to resolve the issue. Unhappy clients are more likely to change their review if you respond and try to help them. Be sure to send genuine and unique responses. If you use templates, try to use them as a guideline and always personalize them.
Before replying to a negative review, research the incident they refer to in their feedback. Compare their response to documentation from your veterinarians and records. Then, reach out to the client, put aside any personal feelings you might have about the review, and remain patient and open.
By responding with sensitivity and empathy, you can walk through the complaint with the client and work toward a solution that works for everyone. Sticking to the facts and staying supportive will satisfy even the most disgruntled clients.
With these strategies and your team members’ skills, you can successfully manage reviews and build a positive online reputation for your practice.