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Posted on 07-16-2014
Social networks are a wonderful place for pet owners to interact with local businesses. In many cases, part of the interaction is creating both positive and negative reviews. In this blog, we will explore how to respond to both types of reviews about your veterinary practice on social media.
Great reviews on Yelp, Facebook, Google+, Twitter, and other social media sites are great for building trust in potential clients and improving appointment requests.
Don’t just read a positive review of your veterinary practice and then high-five yourself and your staff. Take a few moments to craft a thoughtful and appreciative response to the pet owner who reviewed your practice. Thank them and let them know you are happy to hear they were pleased with the veterinary services you have provided.
A negative review is inevitable, even for the most client-centric veterinary practice. The saying, “You can’t please all the people all the time” is definitely true when it comes to reviews on social media. The upside is that many online users understand this and actually expect to see some negative reviews. The downside is that you can’t delete reviews. However, if you get a bad review, don’t panic. There are several things you can do to lessen the impact of a negative review.
Start by writing a professional, considerate response to the review. The faster your respond, the better, but don’t rush a response. In certain cases, you may need to investigate a complaint before responding (ie. billing issues, problem with employee, appointment delay, etc.). If your investigation reveals the complaint is accurate, institute a plan to resolve the situation and respond to the reviewer with the resolution. If you find the reviewer didn’t accurately state the facts, craft a thoughtful, understanding response to clarify the situation. Warning: never say the reviewer is lying since this makes you and your veterinary practice look bad. Simply clarify the outstanding factors and add in the extra information to clarify the situation. Always include specific contact information for resolution purposes if your response does not resolve the reviewers issue.
Next, solicit reviews from happy pet owners. Don’t indicate you received a negative review. Simply ask them to share their positive experience with your veterinary practice online.
Finally, continue monitoring your social media pages and post engaging information to keep pet owners interested in your practice.
For more information about managing veterinary reviews on social media, check out our latest webinar, “5 Ways to Deal with Social Party Crashers.” Get tips for managing your veterinary practice's reputation on social media. Call 1-800-462-8749 to schedule your personalized consultation today.
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