Receiving a negative review can be frustrating and even disheartening, especially when you and your team are giving your best to save animals and provide top-quality care. But it’s important to remember that every response to feedback, good or bad, shapes your online reputation.
Responding to negative Google reviews effectively is crucial for maintaining your vet clinic’s reputation and showing that you care about your clients and their pets. A 2020 study found that 94% of consumers said they had been convinced to avoid a business due to bad online reviews.
The way you respond to a negative review is critical to protecting your brand’s integrity. Remaining professional and polite is essential, and it is important to not get personal, no matter how hard that may be – never forget, anyone with internet access can read your response!
Here’s a comprehensive guide to help you navigate this process:
1. Respond Promptly
Timeliness: Aim to respond within 24 hours to show that you value feedback and are committed to addressing concerns promptly.
Maintain Composure: Take a moment to cool down before responding to ensure your reply is calm and professional.
2. Acknowledge and Thank the Reviewer
Express Gratitude: Start by acknowledging the reviewer’s experience and thanking them for their feedback. This demonstrates that you value their input and are open to constructive criticism. Avoid addressing specifics in writing, as this can lead to others becoming involved in the conversation, and can create room for confusion and misinterpretation.
Example: “Thank you for sharing your feedback. We are sorry to hear about your experience and appreciate you bringing this to our attention.”
3. Apologise and Take Responsibility
Offer a Sincere Apology: Even if the issue was beyond your control, a genuine apology can go a long way in showing empathy and understanding.
Example: “We apologise that our service did not meet your expectations. We strive to provide the best care for all our patients and regret that we fell short in this instance.”
4. Move the Conversation Offline
Provide Contact Information: Invite the reviewer to discuss the matter further offline. This helps to resolve the issue privately and shows others that you are committed to making things right.Your best option is to direct the dissatisfied client to contact you directly over the phone so that you can discuss it with them personally. This reduces the risk of confusion and allows for the concern to be addressed in one sitting, rather than getting into a back-and-forth of messages with both parties getting more flustered and zealous with every response.
Example: “We would like to discuss this further and find a resolution. Please contact us at [email] or [phone number].”
5. Resolve the Issue
Follow Through: Once the conversation moves offline, work diligently to resolve the issue. This might involve offering a refund, a free service, or simply a heartfelt apology.
Document the Resolution: Keep a record of the resolution process to ensure consistency and improvement in your services.
6. Highlight Positive Aspects
Reinforce Your Values: In your response, subtly highlight your clinic’s commitment to quality care and customer service.
Example: “We are committed to providing high-quality care and will use your feedback to improve our services.”
7. Learn and Improve
Internal Review: Use the feedback to identify areas for improvement within your clinic. Regularly review and update your practices based on client feedback.
Continuous Improvement: Implement changes and improvements based on the feedback to prevent similar issues in the future.
8. Monitor Your Online Presence
Stay Vigilant: Regularly check your Google reviews and other online platforms to stay on top of client feedback and respond promptly.
Engage Positively: Engage with both positive and negative reviews to show that you value all feedback and are committed to providing excellent service.
Example Response Template
Here’s a template you can customise for your responses:
“Dear [Reviewer’s Name], thank you for taking the time to share your feedback. We are sorry to hear that your experience did not meet our high standards. We strive to provide excellent care for all our clients and their pets. We would like to discuss this further and find a resolution. Please contact us at [email] or [phone number] at your earliest convenience. Thank you for helping us improve our services.”
Reporting a Google Review
You can report a review to Google if it breaches one of the search engine’s Content Policies.
Off-Topic – Reviews that do not pertain to an experience at or with the business
Spam – Reviews from a bot, a fake account or that contain ads and promotions
Conflict of Interest – Reviews from someone affiliated with the business or a competitor’s business
Profanity – Reviews that contain swear words, sexually explicit language or details of graphic violence
Bullying or Harassment – Reviews that personally attack specific individuals
Discrimination or Hate Speech – Reviews that contain harmful language about an individual or group based on identity
Personal Information – Reviews that contain personal information, such as an address or phone number
Not Helpful – Reviews that do not help people decide whether to go to the business
By following these steps, you can turn a negative review into an opportunity to demonstrate your clinic’s dedication to excellent service and client satisfaction. This approach not only helps in resolving individual issues but also enhances your clinic’s overall reputation.
Petpack’s services provide invaluable support to vets through Google Business Profile (GBP) optimisation and Google review management. With GBP optimisation, vets can ensure their practice is easily discoverable by pet owners searching for veterinary services online, enhancing visibility and attracting more clients. Petpack’s expertise ensures that the practice’s profile is fully optimised with accurate information, high-quality images, and engaging descriptions. In addition, their Google review support service helps vets manage and respond to reviews effectively, enhancing their reputation and building trust with potential clients. By leveraging these tools, vets can improve their online presence, attract more clients, and foster stronger relationships with pet owners.
Need more help? Contact us on (03) 9690 6253 or email sales@petpack.com.au.