001 january 2014 why should i worry about online reviews

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Why Should I Worry About
Online Reviews?

Objectives
Discuss:
How review sites work
Types of people who write reviews
How online reviews impact a veterinary
practice
How to handle negative reviews
How Beyond Indigo can help

How do Online Reviews Work?

How does it work?
Rate
5 Star system
Overall score
Review
Describe experience
Interact
Rate other reviews

What does it look like?

Who Writes Reviews?

Who Writes Reviews?
Who is allowed to write a review?
Anyone
Why do people write reviews?
Returning the favor
Exceptionally pleased with a service or
product
Exceptionally displeased with a service or
product

Who Writes Reviews?
Why don’t people write reviews?
Too busy
Don’t realize the importance
Feel it won’t have an impact
Feel no-one will listen
How do you change that?
Ask!
Respond!
Take action!

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.”

How do reviews impact your
practice?

How do reviews impact your practice?
Marketing
Nearly 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)

Marketing
Clients talking about your business are spreading
the word.
Businesses with reviews generate 550% more
queries than those with none! (Survey by Caring.com)

Business Improvement
Clients 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.

What can you do about
negative reviews?

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.

Call your client.
Express your concern over the pet
Express 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 right
Explain the misunderstanding
Let them know how you will change

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

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 NICE
You are now posting for the general public

How can Beyond Indigo help?

How can Beyond Indigo help?
Claiming, updating, and tracking reviews
can be very time consuming.
Beyond Indigo offers several types of
supportive programs
ORM Programs
Review Monitoring
Contact us for more information!

THANK YOU for attending!
Ann Pearson
ORM Specialist
ann@beyondindigo.com
877-244-9322 ext 322

001 january 2014 why should i worry about online reviews

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