Reviews should be cared for as much as a young puppy and as a practice owner, you can likely appreciate that customer reviews are impactful in driving more interest and earning more business. Potential clients often turn to review platforms like Google, Yelp, or Facebook to gauge the quality of service and care provided by a veterinary practice. Unfortunately, many veterinary practices make mistakes when handling these reviews, which can negatively impact their reputation and potential for growth. In this blog post, we’ll discuss the three biggest mistakes that veterinary practices commonly make in dealing with online reviews and provide guidance on how to avoid them.
- Ignoring or Neglecting Online Reviews
One of the most significant mistakes a veterinary practice can make is ignoring or neglecting online reviews altogether. Some practices may underestimate the power of online reviews or simply choose to overlook them. However, this approach can be detrimental, as online reviews can influence potential clients’ decisions when choosing a veterinary clinic.
How to Avoid It: Regularly monitor and respond to online reviews across various platforms. Set aside time each week to check for new reviews and address them promptly. By engaging with reviews, whether positive or negative, you demonstrate your commitment to client satisfaction and improve your practice’s online reputation. There are a lot of tools and services that can make this an easier task, including My Review Concierge and the team at TRL Consulting who can craft thoughtful, engaging templated responses for you. AI generated responses are of course another option as well; with an AI connection right in the My Review Concierge platform, how easy can it be?
- Failing to Respond to Negative Reviews
Another common mistake is not responding to negative reviews. Negative reviews are inevitable, and while they can be disheartening, they also provide an opportunity for growth and improvement. Ignoring or dismissing negative feedback can make the situation worse and discourage potential clients from choosing your practice.
How to Avoid It: When you receive a negative review, respond professionally and empathetically. Acknowledge the client’s concerns and offer to address the issue privately or provide a solution. Demonstrating a commitment to resolving issues can help salvage a potentially lost client and showcase your practice’s dedication to quality care.
- Using Inauthentic Reviews or Soliciting Fake Feedback
Some veterinary practices resort to unethical practices like posting fake reviews or soliciting friends and family to write positive feedback. This dishonesty can have severe consequences if discovered by review platforms or clients. It damages your practice’s credibility and can result in penalties.
How to Avoid It: Instead of resorting to fake reviews, focus on providing excellent service that genuinely earns positive feedback. Encourage satisfied clients to leave honest reviews without any coercion or incentives. Authenticity builds trust and fosters a positive online reputation that will benefit your practice in the long run.
Bonus Tip: Request Reviews from Happy Clients
Encourage your happy clients to leave reviews after their positive experiences with your practice. Send follow-up emails or texts asking for feedback, and provide links to review platforms. Clients who have had a good experience are often willing to share their thoughts, helping to boost your practice’s online reputation.
In conclusion, managing online reviews is a crucial aspect of maintaining a positive reputation for your veterinary practice. Avoiding these three common mistakes—ignoring reviews, failing to respond to negative feedback, and using inauthentic reviews—will help you build trust with both existing and potential clients. Embrace online reviews as an opportunity to showcase your commitment to exceptional care and continuous improvement, ultimately driving the success of your veterinary practice.
