To find out more, click HERE to see how I can work with you and take away the stress of managing your social media posts and comments. I can manage your social media with customised posts, educational content and fun stories for both Facebook and Instagram AND I'll follow up reactions, replies and reviews for you - 7 days a week. If you don't have the time or resources to keep on top of your client reviews - good OR bad - then give me a call (Donna: 0434 886 182) or send an email because at Waggy Dog Marketing - that's exactly what we do (among other things!). But who has the time or resources to manage online reviews - Good OR Bad? We do! If not, then your ability to rise above the hate will show others that you have complete confidence in your staff, your expertise and your business practices. When you maintain control of your client reviews and see them as an opportunity to build trust and loyalty with your clients, you can turn an online complaint into a positive customer experience. Reply assertively, state the facts and maintain your professionalism. If the review is abusive, you are within your rights to defend your practice and to refuse them service. Let them know that you would be grateful if they deleted their review and then reassure them that you want to help with their pet’s health issues. They might feel embarrassed about posting a bad review in the heat of the moment and offer to remove it.
When you have resolved a complaint or misunderstanding, the client may even apologise. Ask them to amend or deleteĪsk them if they will amend or delete their poor review. Those with a genuine grievance will want to know that you are listening to them and that you want to address their concerns about their pet. At this stage, you’ll find that clients without a genuine complaint will often back down as poor reviews are often posted after a miscommunication. Offer to give them a call so that you can address their complaint privately. Invite the client to take the conversation offline. You’re not admitting fault, but you’re showing your client empathy. ApologiseĪpologise for the fact that they’ve had a disappointing experience. Thank your client for taking the time to leave you a review. It sends a message that the complaint is not important to you. There’s nothing worse than a bad review with no reply from the business owner. You should be receiving notifications on email every time a new review is posted. Monitor your Google reviews and Facebook recommendations regularly. There ARE going to be genuine complaints, so you should see these as an opportunity to improve your business reputation. Of course not all poor reviews are retaliatory. I’ve often found that when a disgruntled client posts a nasty comment on a Facebook post, others are quick to jump to the defence of the vet practice. So much so, that many of our good clients are starting to become more cynical and less tolerant of tantrums levelled at overworked vets and nurses.
Customer behaviour has deteriorated significantly in recent years, both in person and online. Thankfully, most people with any commonsense will be able to spot a baseless complaint from a mile away – especially when they include vague criticisms and accusations without mentioning any specific facts. The veterinary industry has always been emotionally charged, and challenges imposed by the pandemic and staff shortages have only exacerbated the problem. Online reviews can’t be deleted, so the way you respond publicly will determine how much harm is done to your practice’s reputation. However, as powerful as a 5-star review can be, a poor review can be equally damaging. They engender trust in your services, create a buzz around your brand and best of all, they don’t cost anything. Managed correctly, client reviews on Google and Facebook can be one of your most valuable marketing tools. Online Reviews – The Good, The Bad and The Ugly But what do you do when your veterinary client leaves you a poor review online?
0 kommentar(er)
