Did you know that over 90% of people check online reviews before they buy anything? Cultivating an online reputation for your animal hospital by posting, which is essential to success in today’s business culture, seems like a tricky thing. How do you get customers to leave feedback? Even more important, how do you get them to leave a positive review for your exceptional services? How do you get a coveted five-star review about exceptional veterinary care?
You might be tempted to buy into the thought that good customer reviews and reputation management are out of the control of your veterinary hospital. Not so! When your business utilizes a structured review system, you can drive more potential customers to your website for the care of their beloved pets.
As a veterinary hospital owner, where do you begin with encouraging high-quality reviews for your compassionate quality care? How do you motivate the average customer to leave a google review or, better, a personal recommendation to other pet parents?
See below to learn what personal recommendations and positive feedback impact your online presence and how feedback will lead to more engagement and ultimately more pets to provide good care and vet services to.
What is feedback and how does it help your veterinary hospital?
We have all seen the stars associated with someone’s experience at a restaurant or car dealership. Those real reviews and stars are feedback from customers’ experiences with the business. A review can give your vet clinic important feedback on your client’s experience with your caring staff and your great service so you can make any adjustments to build more good reviews.
So, what can you do to encourage those five-star reviews and minimize bad reviews about your veterinary hospital? Learn to be savvy about using social sites to encourage reviews. The three main social media sites featuring reviews that convert to new clients visiting you for veterinary care are Facebook, Yelp, and Google.
Facebook: Facebook is the social site that appeals to the broadest range of ages. Your business needs to have a friendly and professional presence there. The first way to encourage Facebook reviews is to make sure your vet hospital is easy to find on Facebook. When clients have to hunt and search for your business, they are more likely to quit than persevere.
● Make sure the client review tab is activated and easy to find and use to rave about your compassionate care.
Interacting in a high-quality way (such as on Facebook) with your clients drives more positive responses from satisfied pet parents about the excellent service they received. Each positive local business review brings more furry family members your way.
Yelp: With the click of a button, a client can relay an experience on just about anything with Yelp. These reviews give customers more confidence in their choice of professional veterinary care and reduce some of the doubts they may have about going anywhere else for the care of their beloved pet.
Statistics show that positive Yelp reviews result in a 15-20% increase in the likelihood that a new client will engage with a business. Thus, a favorable business review about your pet hospital on Yelp is essential to driving small business growth. Displaying the Yelp badge lets customers know that you have a presence there.
Google: Google reviews happen on the Google Business platform. Once you set up your Google Business Profile, customers can leave a review and read other reviews written by fellow pet owners. When a potential customer does a local search for your business type, you will show up in the Google Map results as one of the best vet options around.
Ways to encourage positive reviews
Ask: Boosting positive company reviews may seem complex, but it is really as simple as asking for them. You can do this with review requests through email, an online review site, or a marketing company. The point is to encourage more reviews without artificially inflated, fake reviews.
Keywords: Another way to cultivate favorable reviews is to find the keywords that are a recurring part of online customer reviews about your business, like “great care,” “professional,” “efficient staff” or “x rays,” and incorporate those into your content creation, product descriptions, and brand wording. When a customer is searching for your services your business is more likely to show up.
Use feedback: Using feedback from online reviews to improve your business is a proven way to create a better business. Use feedback to resolve issues and identify what customers love so that you can fix what is wrong and deliver more of what they love. Consumers trust online reviews, so a good review can help position your business for positive customer reviews.
Engage: Engaging with your clients about their experiences by replying to each review of your pet hospital makes them feel heard, making it clear that your goal really is to provide amazing care. When a client leaves an online review, thank them for their business and kind words, solicit valuable feedback on what could be better, or highlight a change that happened because of their feedback – any interaction shows them that you care. Never overlook when customers leave a positive review.
Highlight: Highlight each positive review and piece of client feedback right on your website. Many businesses have started to display reviews from their clients on their homepage, and they are proven to boost client confidence and influence conversion rates.
Online review sites: You might feel hesitant to use review sites, but they are a boon to local businesses. Review websites will manage your digital reputation by ensuring that you don’t have too few online reviews. They will also solicit further reviews. Using a review site is especially helpful for new businesses.
Customer surveys: The use of a survey gives you an accurate, statistical measurement of the experiences of your clients. Clients often make general statements like, “your staff is amazing,” but don’t you want to know why? By using surveys to dig a bit deeper into the quality care your clients and their pets receive, you can ensure that you and your entire staff are meeting their needs and that your clients will never need to go anywhere else for their vet needs.
How do you handle negative reviews?
In the process of soliciting feedback for your veterinary hospital, you will inevitably get bad reviews. A single negative review can diminish over twenty positive responses, so you can’t just ignore a bad review. Here is what to do with those less than stellar evaluations.
Engage in a positive way with the reviewer.
● Start by responding right away to the bad review since this shows the person that you genuinely care about the quality of service their pets receive at your clinic or hospital. While any response is better than no response, a fast response is best.
● Apologize for the experience that led to the bad review. You are validating their feelings and making them feel heard.
● Offer a resolution. Tell them how you will correct the situation that caused their bad review, whether it is to replace a good or offer a free service, offer some sort of redress for what is lacking.
● Ask them to give you another chance. This effort shows that you care about their experience and, ultimately, every customer experience. Don’t do this for nightmare customers!
● Use bad reviews and the feedback you’ve received to correct the course. Using feedback to correct an issue is a good policy, especially when you see a trend.
Recognize that you can’t stop negative reviews, but you can minimize them by using the information to improve your business process. Remember that a negative review is a connection to your customer that you need in this digital world.
A review weighs heavily on how people perceive your vet hospital. They are the way you will earn new business and keep those loyal clients, along with wonderful care and compassionate doctors. You are losing valuable business when you don’t have a plan to boost your digital presence and then execute the plan.
Prioritizing feedback and online business reviews for your veterinary hospital is a proven way to drive clients to your website, where those visits can convert to choosing your hospital to treat and make their pet feel better. There are strong connections for business reviews and search engine results, so what are you waiting for? Start working on incorporating online feedback today!