So, you’re not getting any online reviews, and what little feedback you have received hasn’t really helped at all. Despite all of your social media posts, you’re just not getting the interactions you hoped for. Don’t worry though, whether you’re struggling with negative feedback or not getting enough reviews on your website, you’ll be barking up the right tree in no time.
If a customer is willing to take a moment to sit down and write a review of your practice, then they have either really enjoyed your service or completely hated it. These reviews, regardless of nature, are important for your company’s continuous growth—for a number of different reasons.
What really gets a business going online is positive reviews and feedback from your clients. If somebody searches for your company and a negative review pops up, then you might be in a bit of trouble.
This article will provide some handy tactics you can implement to help your business get more out of your customers’ satisfaction.
Google My Business
Before we get our hands dirty with all the ins and outs of feedback, it’s important to note that the way online reviewing systems are used has changed quite a lot over the years. Nowadays, people don’t just book with whoever they see first. They don’t just listen to the advice of others, either. They listen to the only opinion that matters—the opinion of Google.
So, do you have your business listed on Google?
It’s easy to find out, just search your company name. If your listing appears on the right hand side of the screen, you will be able to click ‘Claim this business’ to start.
You’ll be asked a couple of questions and they’ll send you out a postcard to confirm you’re the owner of the business. Then, you’re all set up to start checking in on those Google reviews.
If your company doesn’t come up, just go to the main Google My Business site (www.google.ie/business) and click ‘Start Now’. You can fill out all the information, add photos and begin to respond to reviews from your clients.
Now that you can promote your business for reviews on Google, it’s time to ask everybody you know and love to send in those five–star reviews. But, what’s the best way to do this?
Get Their Tails Wagging
People are always more likely to do things for you if there is something in it for them. If they benefit from leaving a review and get some sort of reward in return, then they’re definitely going to consider doing what you ask of them. So, try to give a little incentive to your customers when it comes to reviews.
You could send around an email to your clients asking them to submit a review to your website, Google or even Facebook, and perhaps in return they get some free dog treats during their next visit or an entry into a raffle to win some other pet–related prizes.
Make your email as happy and friendly as possible in order to coax your client into taking the bait and sending you a fantastic piece of feedback. Be sure to be specific in your email and provide instructions on how (and links to where) to leave a review. Some of your clients might not be as familiar with online services as others.
If you’re struggling with getting reviews from customers, then it may be time to take more of a direct approach. There is no harm in asking your clients, in person, to leave a review on your website or on Google to help boost your numbers. You can ask your clients during their visit if they’d leave a review and then follow up with an email a few days later; something short and sweet to make them feel wanted and appreciated.
Many clinics have signage up in their waiting area, encouraging people to leave reviews on Google, Facebook and Yelp.
Reviews don’t have to be written in a suggestion box or published on Google. You can also ask your clients to do a short video review. They could talk in front of the camera with their pets and describe how their visit to your business went for them.
You can display these videos, with permission from your clients of course, on your website to help draw more customers into your practice. Known as video testimonials, they are one of the best (and most persuasive) types of reviews out there.
We’ve all had a nip or two in this line of work, and sooner or later, if you haven’t already, you’ll run into negative feedback. It’s annoying to deal with, and it can even make you unhappy about your own work, but this is a completely normal occurrence when running a vet clinic.
Everybody (in every industry) gets harsh feedback at some point, and the most important thing is knowing how to deal with criticism. You may even be able to learn from these reviews and make something positive from something negative.
If a customer is complaining about your service, always stay calm. Address their issues, apologize (if necessary) and ask them how you can make it better. It’s important to never remove any negative feedback as it may affect the standards of your review system—as well as make you come across as dishonest.
Responding professionally to an upset or distressed client will benefit you by showing future clients that you’re a calm, kind and helpful person to work with. It will also show clients that if they do have any queries or concerns, they can be addressed proficiently and professionally by you.
You can’t satisfy everybody. And it’s important to remember that negative feedback is still feedback and that’s how you can grow, improve your services and make your customers happy. +