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001 january 2014 why should i worry about online reviews

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001 january 2014 why should i worry about online reviews

  1. 1. www.BeyondIndigoPets.com While we wait for the webinar to begin… If you cannot hear me speaking… • Type me a message in the chat window (lower right hand portion of the screen) • If you are using your phone, be sure you enter the audio code Upcoming Free Webinars: • January 29th, 12:00-12:30 CST “3 Reasons Why Your Veterinary Practice Needs SEO” • February 5th, 12:00-12:30 CST “It’s Better With Blogging” • February 12th, 12:00-12:30 CST “Is Your Veterinary Practice Pinteresting?” Veterinary Blog: • Why I Fired Demand Force (http://www.leospetcare.com/why-i-fired-demandforce-veterinary/)
  2. 2. www.BeyondIndigoPets.com Why Should I Worry About Online Reviews?
  3. 3. www.BeyondIndigoPets.com 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
  4. 4. www.BeyondIndigoPets.com How do Online Reviews Work?
  5. 5. www.BeyondIndigoPets.com How does it work? Rate 5 Star system Overall score Review Describe experience Interact Rate other reviews
  6. 6. www.BeyondIndigoPets.com What does it look like?
  7. 7. www.BeyondIndigoPets.com What does it look like?
  8. 8. www.BeyondIndigoPets.com What does it look like?
  9. 9. www.BeyondIndigoPets.com What does it look like?
  10. 10. www.BeyondIndigoPets.com What does it look like?
  11. 11. www.BeyondIndigoPets.com What does it look like?
  12. 12. www.BeyondIndigoPets.com What does it look like?
  13. 13. www.BeyondIndigoPets.com What does it look like?
  14. 14. www.BeyondIndigoPets.com Who Writes Reviews?
  15. 15. www.BeyondIndigoPets.com 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
  16. 16. www.BeyondIndigoPets.com 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!
  17. 17. www.BeyondIndigoPets.com 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.”
  18. 18. www.BeyondIndigoPets.com How do reviews impact your practice?
  19. 19. www.BeyondIndigoPets.com 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)
  20. 20. www.BeyondIndigoPets.com How do reviews impact your practice? 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)
  21. 21. www.BeyondIndigoPets.com How do reviews impact your practice? 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.
  22. 22. www.BeyondIndigoPets.com What can you do about negative reviews?
  23. 23. www.BeyondIndigoPets.com 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.
  24. 24. www.BeyondIndigoPets.com What can you do about negative reviews? 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
  25. 25. www.BeyondIndigoPets.com What can you do about negative reviews? 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
  26. 26. www.BeyondIndigoPets.com What can you do about negative reviews? 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
  27. 27. www.BeyondIndigoPets.com How can Beyond Indigo help?
  28. 28. www.BeyondIndigoPets.com 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!
  29. 29. www.BeyondIndigoPets.com THANK YOU for attending! Ann Pearson ORM Specialist ann@beyondindigo.com 877-244-9322 ext 322

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