1. On-Line Reputation Management
For Veterinary Professionals
Manage or Remove Negative Reviews

2. Manage or Remove Negative Reviews
Listen
Respond
Claim Ownership
Remove Bad Reviews
Keep New Content Flowing

3. Listen!
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Google Alerts
Google
Twitter
Sproutsocial ($)
Review sites like:
• Yelp / Yahoo
• Google Places
• Citysearch
Keep Track of Comments:
• Word or Excel
• Record of actions

4. Respond Quickly
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Half of all companies do not
First try old fashioned customer service
Respond to recent complaints (discuss)
On prominent sites
Facebook? Post Policy then delete
Defend honestly and professionally
Try to take “off-line”
Satisfied clients – ask for positive reviews
Sometimes all you can do is apologize and
leave the conversation

5. Reputation Management: Step 1
• Claim Ownership
• Find all complaint sites that have
reviews about you and claim your
business. Without this you have no
voice!
• Be sure good key-words in descriptions

10. Step 2: Remove Reviews
Yelp: look up your hospital
red flag reviews, inappropriate or false

14. For Bad Reviews;
Respond Compassionately
Publically, Briefly
• Remember the “talk radio” rule; answer for
all the other listeners not necessarily the
caller.
• Don’t get into detail or blow-by-blow
answers, or use inflammatory words etc.
• Trick is to show compassion and take the
conversation off-line, to a person to person if
possible!

16. Google Places: flag as inappropriate

18. City Search: flag when logged in “report
abuse”

20. Step 3: Move Them Down!
• Using your web sites or blogs to move
higher with key word rich content
• Depends on your “key words” within
hospital name
• Social media helps - active Facebook
and Twitter accounts help!

21. Confirm You Are “Known”
• See if you are “indexed”
• Site:myvnn.com – and see results
• Use Webmaster tools from Google and
Bing
• Google.com/webmasters
• Bing.com/toolbox/webmaster

25. Up-To-Date Content
• Dynamic content (where?)
• Multi-media content
• Practice web site update (2X / month)
• Social sites update (2-3X/ week)