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How to manage online reviews

Claire Pritchard

Marketing Manager | Content writer | Event organiser

The internet is a one-stop shop, providing customer feedback on everything, from the good to the bad. These days it's rare that the internet isn't consulted before making a purchase or registering at a new business. 


It's also said, that 84% of people trust online reviews as much as recommendations from friends and family, so making sure your business's online presence will impact your clients' behaviour and could be the make or break of new customers. 


Make it easy.


Just like you and I, people are busy, and as much as they feel passionate about their vets, they don't want to spend ages looking around to leave a review. 


You can provide review links to Google, Facebook, VetHelpDirect, Yelp! or a comment box to get feedback directly back to the practice. Making sure you cover all platforms will make it easier for customers to leave their thoughts. 


Make it easy, provide them with a link to a survey, or directly to Google or Facebook. Oreven better, send them a survey directly to their inbox which links to Google or Facebook (when they are rating questions highly)! 


Offer an incentive.


Hold a prize draw, encouraging the customer to give their feedback. In return, they may win an online or in practice voucher. Their next vaccination free, or a bundle of toys, or 4 weeks worth of free food, a donation to their chosen animal charity. Keep the prizes manageable and relevant. 


Make sure you are only sending offers to those who have opted-in for marketing, and make it clear you are publishing the reviews online.


Request feedback at the right time.


Timing is key, you want to make sure you have the most accurate, honest feedback. Provide feedback forms right after appointments, or even send survey requests within an hour or each appointment. 


Say thank you!

When someone takes time out of their day to recommend your practice, or list off all the excellent things about your staff, make sure you say thank you - either personally direct to their inbox, or even better post a comment on the review itself online. 


It is also important to address any negative reviews. Take on their feedback, note that you appreciated them taking the time to let you know their comments, and offer to contact them to see if you can turn that negative into a positive.


Don't forget to ask for feedback.


Most importantly, make sure you're asking your customers for their feedback. Making sure customers have the information they need to write their feedback is essential. Whether it be in-practice or once they return through email or SMS communication.


Best practice would suggest making sure your customers receive a message within an hour of their appointment to get honest feedback. Provide them with easy to access to the survey, with links to platforms such as Google and Facebook can help guarantee online reviews. 

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