Reputation Management for Animal Health Professionals

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Reputation Management for Animal Health Professionals

  1. 1. On-Line Reputation Management For Veterinary Professionals Manage or Remove Negative Reviews
  2. 2. Manage or Remove Negative Reviews Listen Respond Claim Ownership Remove Bad Reviews Keep New Content Flowing
  3. 3. Listen! • • • • Google Alerts Google Twitter Sproutsocial ($) Review sites like: • Yelp / Yahoo • Google Places • Citysearch Keep Track of Comments: • Word or Excel • Record of actions
  4. 4. Respond Quickly • • • • • • • • • 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. 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
  6. 6. Step 2: Remove Reviews Yelp: look up your hospital red flag reviews, inappropriate or false
  7. 7. 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!
  8. 8. Google Places: flag as inappropriate
  9. 9. City Search: flag when logged in “report abuse”
  10. 10. 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!
  11. 11. 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
  12. 12. Up-To-Date Content • Dynamic content (where?) • Multi-media content • Practice web site update (2X / month) • Social sites update (2-3X/ week)

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