Online Reputation Management: What your customers are saying about you

www.BeyondIndigoPets.com

Online Reputation Management

What Your Customers Are Saying About You

Jeanne Pelletier, [email protected] 877-244-9322 ext 222June 24, 2014

mailto:[email protected]?subject=


For links to everything we will cover tonight:

www.beyondindigopets.com/seattle/


Why do you need current reviews?


Why do you need current reviews? Upwards of 85% of consumers search with

online reviews for goods and services

Consumers trust online reviews second to only friends and family

Most people read 2-6 reviews

Google Reviews improve SEO position


Claiming and Updating Review Websites


Claiming and Updating Review Websites Each review website has its own process Look for a business owner link Gather information Add good quality photos Verification steps Log ins and Passwords


Which sites should I claim?Claim and update all of your free online review

sitesGoogle+ LocalYelp (Yahoo Local)Angie’s ListCity SearchFoursquareInsider PagesJudy’s Book

Merchant Circle Super Pages Wellness


Which Review Sites do I Need to Monitor?


Which review sites do I need to monitor? All of them!

Why?Customers can post on any siteProspective clients search on all sitesNegative reviews need a fast response


Which review sites do I need to monitor?We recommend monitoring:

Google+ LocalYelp (Yahoo Local)Angie’s ListCity SearchFoursquareInsider PagesJudy’s Book Merchant

Circle Super Pages Wellness


Which review sites do I need to monitor?

How do I track them?

Designate one employeeGoogle AlertsAutomated Review Monitoring System


Responding to Reviews


Respond to Positive Reviews Make a public response within 1 week Make it personal when possible Show connection while respecting privacy Keep it short and simple Show your clients you are paying attention to

what they think Remember, your prospective clients are taking

note!


Respond to Negative Reviews Respond in 1-3 days. Call the reviewer if you know who it is. Show that you are listening to the reviewer’s

concerns. Keep public replies short and mend bridges

offline. Make your points with subtlety You are talking to the public, not the reviewer. NEVER ask a reviewer to change or take down a

negative review.


How to ask clients for reviews


Best PracticesGenerate new reviews

Ask top clients to write reviewsAsk in person when possibleProvide a reminder or instruction card Target sites where need stronger presenceConsider an email campaignIf you offer an incentive, make it small and indirect.


How Should I Ask Clients for Reviews? Approach your clients in a

straightforward manner and ask for help. Goal is to generate more reviews

Ask 10-20 clients per weekReceptionists – Flag appointments with positive

clientsEmail campaignsAvoid surveys

Let’s look at a scenario example…


Asking For Reviews Scenarios Three Steps

Look for a lead in question to askMake your request simply and honestlyHave a plan of escape


Asking For Reviews Scenarios Trixie Woo is looking

great and I think the plan we made will have her allergies under control nicely! Is there anything else with which I can help you today?


Asking For Reviews Scenarios No, I think we are

all set!

Jeanne Pelletier


Asking For Reviews ScenariosGreat! Then I’d like to

ask for your help. Our hospital has been working to make sure we are offering the best possible care for pets.

Do you spend time online?


Asking For Reviews ScenariosYes, I’m on Facebook all the time!

Great, I’d like to ask you to write an online review for us. Reviews help us to reach other pet owners to let them know about our services. All we ask from you is your honest opinion of our your experiences with us. Here are some instructions on how to get to our website’s review page.


Asking For Reviews Scenarios

No, I just don’t feel comfortable on a computer.

I can certainly understand that! I don’t have much time to be on the computer either! If you do find you are online in the future, please consider leaving us a review.


Asking For Reviews Scenarios

No matter which way the conversation goes… I really appreciate you

doing this for us. Please be sure you let us know if there is anything we can do better – we want to make sure we are constantly improving and meeting needs.


For more information about how Beyond Indigo can help your practice:

Contact Melissa [email protected]

mailto:[email protected]

Marketing

Online Reputation Management: What your customers are saying about you