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www.BeyondIndigoPets.com
While we wait for the webinar to begin…If you cannot hear me speaking…• Type me a message in the chat window
(lower right hand portion of the screen)• If you are using your phone, be sure you
enter the audio codeUpcoming Free Webinars:• January 29th, 12:00-12:30 CST “3 Reasons Why Your Veterinary Practice Needs SEO”• February 5th, 12:00-12:30 CST “It’s Better With Blogging”• February 12th, 12:00-12:30 CST “Is Your Veterinary Practice Pinteresting?”Veterinary Blog:• Why I Fired Demand Force (http://www.leospetcare.com/why-i-fired-demandforce-veterinary/)
www.BeyondIndigoPets.com
Objectives
Discuss:How review sites workTypes of people who write reviewsHow online reviews impact a veterinary
practiceHow to handle negative reviewsHow Beyond Indigo can help
www.BeyondIndigoPets.com
How does it work?
Rate5 Star systemOverall score
ReviewDescribe experience
InteractRate other reviews
www.BeyondIndigoPets.com
Who Writes Reviews?
Who is allowed to write a review?Anyone
Why do people write reviews?Returning the favorExceptionally pleased with a service or
productExceptionally displeased with a service or
product
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Who Writes Reviews?
Why don’t people write reviews?Too busyDon’t realize the importanceFeel it won’t have an impactFeel no-one will listen
How do you change that?Ask!Respond!Take action!
www.BeyondIndigoPets.com
Who Writes Reviews?
Andy Beal ~ Radically Transparent
“Most people complain because they feel like you don’t care and
they had no other way to get your attention. They want an
apology. Be sincere and transparent about how the
mistake happened, and explain what you’re doing to make sure
it never happens again.”
www.BeyondIndigoPets.com
How do reviews impact your practice?
MarketingNearly 97% of consumers now use online media
when researching products or services in their local area. (Study by BIA/Kelsey)
84% of consumers say online customer reviews influence their decision to purchase products or services.(Study by Ipsos Open Thinking Exchange)
Approximately 79% of local consumers trust online reviews as much as personal recommendations. (Study by Local Consumer Review)
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How do reviews impact your practice?
MarketingClients talking about your business are spreading
the word.Businesses with reviews generate 550% more
queries than those with none! (Survey by Caring.com)
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How do reviews impact your practice?
Business ImprovementClients will say things on review sites they
would feel uncomfortable saying in person.Provides ongoing feedback on the quality of
your facility and services.Provides ongoing feedback on staff
performance.Provides the opportunity to turn negative
situations into positive outcomes.
www.BeyondIndigoPets.com
What can you do about negative reviews?
Take your time.Negative reviews are often hurtful, but they
are also usually based in some form of miscommunication.
Give yourself time to push past the emotions.
Give the reviewer the benefit of the doubt.
www.BeyondIndigoPets.com
What can you do about negative reviews?
Call your client.Express your concern over the petExpress your concern over the client
Apologize I’m sorry you left unhappy I’m sorry your pet continued to suffer I’m sorry we didn’t meet all of your needs I’m sorry that wasn’t explained thoroughly to you
Express that you want to make it rightExplain the misunderstandingLet them know how you will change
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What can you do about negative reviews?
Email your client.Follow the same rules as if you were
speaking by phone.Have someone else check your email before
you send it to be sure it does not sound angry or defensive
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What can you do about negative reviews?
If you cannot get through to your client by phone or email or if your attempts at resolving the situation are not working, you may need to post a public response.BE NICEYou are now posting for the general public
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How can Beyond Indigo help?
Claiming, updating, and tracking reviews can be very time consuming.
Beyond Indigo offers several types of supportive programsORM ProgramsReview Monitoring
Contact us for more information!
www.BeyondIndigoPets.com
THANK YOU for attending!
Ann PearsonORM [email protected] 877-244-9322 ext 322