Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Â
001 january 2014 why should i worry about online reviews
1. www.BeyondIndigoPets.com
While we wait for the
webinar to beginâŚ
If you cannot hear me speakingâŚ
⢠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 â3 Reasons Why Your Veterinary Practice Needs SEOâ
⢠February 5th, 12:00-12:30 CST âItâs Better With Bloggingâ
⢠February 12th, 12:00-12:30 CST âIs Your Veterinary Practice Pinteresting?â
Veterinary Blog:
⢠Why I Fired Demand Force (http://www.leospetcare.com/why-i-fired-demandforce-veterinary/)
5. www.BeyondIndigoPets.com
How does it work?
ďŽRate
ďŽ5 Star system
ďŽOverall score
ďŽReview
ďŽDescribe experience
ďŽInteract
ďŽRate other reviews
15. www.BeyondIndigoPets.com
Who Writes Reviews?
ď´Who is allowed to write a review?
ď´Anyone
ď´Why do people write reviews?
ď´Returning the favor
ď´Exceptionally pleased with a service or
product
ď´Exceptionally displeased with a service or
product
16. www.BeyondIndigoPets.com
Who Writes Reviews?
ď´Why donât people write reviews?
ď´Too busy
ď´Donât realize the importance
ď´Feel it wonât have an impact
ď´Feel no-one will listen
ď´How do you change that?
ď´Ask!
ď´Respond!
ď´Take action!
17. www.BeyondIndigoPets.com
Who Writes Reviews?
Andy Beal ~ Radically Transparent
âMost people complain because they feel like
you donât 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 youâre
doing to make sure it never happens again.â
19. www.BeyondIndigoPets.com
How do reviews impact your practice?
ď´Marketing
ď´Nearly 97% of consumers now use online media
when researching products or services in their local
area. (Study by BIA/Kelsey)
ď´84% of consumers say online customer reviews
influence their decision to purchase products or
services.(Study by Ipsos Open Thinking Exchange)
ď´Approximately 79% of local consumers trust online
reviews as much as personal recommendations.
(Study by Local Consumer Review)
20. www.BeyondIndigoPets.com
How do reviews impact your practice?
ď´Marketing
ď´Clients talking about your business are spreading
the word.
ď´Businesses with reviews generate 550% more
queries than those with none! (Survey by Caring.com)
21. www.BeyondIndigoPets.com
How do reviews impact your practice?
ď´Business Improvement
ď´Clients will say things on review sites they
would feel uncomfortable saying in person.
ď´Provides ongoing feedback on the quality of
your facility and services.
ď´Provides ongoing feedback on staff
performance.
ď´Provides the opportunity to turn negative
situations into positive outcomes.
23. www.BeyondIndigoPets.com
What can you do about negative reviews?
ď´Take your time.
ď´Negative reviews are often hurtful, but they
are also usually based in some form of
miscommunication.
ď´Give yourself time to push past the
emotions.
ď´Give the reviewer the benefit of the doubt.
24. www.BeyondIndigoPets.com
What can you do about negative reviews?
ď´Call your client.
ď´Express your concern over the pet
ď´Express your concern over the client
ď´Apologize
ď´Iâm sorry you left unhappy
ď´Iâm sorry your pet continued to suffer
ď´Iâm sorry we didnât meet all of your needs
ď´Iâm sorry that wasnât explained thoroughly to you
ď´Express that you want to make it right
ď´Explain the misunderstanding
ď´Let them know how you will change
25. www.BeyondIndigoPets.com
What can you do about negative reviews?
ď´Email your client.
ď´Follow the same rules as if you were
speaking by phone.
ď´Have someone else check your email
before you send it to be sure it does not
sound angry or defensive
26. www.BeyondIndigoPets.com
What can you do about negative reviews?
ď´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.
ď´BE NICE
ď´You are now posting for the general public
28. www.BeyondIndigoPets.com
How can Beyond Indigo help?
ď´Claiming, updating, and tracking reviews
can be very time consuming.
ď´Beyond Indigo offers several types of
supportive programs
ď´ORM Programs
ď´Review Monitoring
Contact us for more information!