While that may have been true about word-of-mouth advertising, it’s definitely not true for online reviews. There is an entire conversation taking place online about your veterinary practice, and you have the ability to join that conversation and shape it to benefit your business. Read the rest of this entry »
You may have heard that Yelp and Yahoo joined forces so that Yelp’s reviews now show up on Yahoo. What you may not have heard is that this means any reviews you previously had on Yahoo, will disappear and be replaced by the Yelp reviews.
For some, this is good news as they did not have many reviews on Yahoo, but for others who had few reviews on Yelp and years of reviews on Yahoo, the impact on their online reputation was significant.
The good news is that while this is not the best situation for many businesses, it will not change your online reputation managing focus – you still need to continue asking your clients to write reviews on a variety of review websites and you still need to make sure you have a strong online presence.
Google is still king and still the place to expend most of your ORM energy. Yelp will become your number two focus for generating reviews as they also struck a deal with Bing so that Yelp reviews will now show up on Yelp, Bing, and Yahoo.
If you would like additional information, the Wall Street Journal has a short article on the topic.
In my continued exploration of the book “If Disney ran your hospital” by Fred Lee, the next chapter deals with the potentially negative effects of centralized decision making. About 20 years ago, Disney dismantled the silos they found within their amusement parks and properties in an effort to empower team members to satisfy customers whenever and wherever they had the power to do so.
Giving employees the power to say “Yes!” to clients, even when it means giving refunds or other compensation, is incredibly empowering. The authority to say “Yes!” fights burnout, a major cause of which is lack of self-determination. Assuming you’ve hired smart, service-oriented people, trust them to do what’s right for the hospital and for your clients. Netflix, for example, has a very simple rule for employee expenses and travel costs: “Do what is in the best interest of Netflix.” That’s it. Read the rest of this entry »
You want to know what people are saying about your practice and you want to respond to both positive and negative posts that your clients make but which sites should you monitor? Are there some sites that are more important than others?
In short, maintain a presence and reviews on all of the major review websites, but especially on Google+ Local and on the review sites that are most popular in your region and your online reputation will be solidly established.
It’s rare that a book really hits me like this book by Fred Lee did, so I’m going to keep riffing on it for a few weeks. Disney has continued to innovate, grow, and maintain relevance despite increasing competition from other forms of entertainment. In that way, Disney is a great role model for veterinary medicine, as our profession struggles to thrive amidst difficult economic times. Read the rest of this entry »
I’ve been reading an incredible book called “If Disney ran your hospital: 9 ½ things you’d do differently” by Fred Lee. Although the book was published 10 years ago and is about human medicine, the messages are highly relevant to people working in modern veterinary medicine. I’ll focus on this fantastic book for the next several weeks, and discuss one of his recommendations per post.
It might be tempting to dismiss correlations between veterinary hospitals and Disney resorts as being far-fetched or simplistic. I disagree. While I’m not suggesting that everything that Disney does would work in our profession, at a high level, their focus on customer (“guest”) and employee (“cast member”) satisfaction is laudable. Read the rest of this entry »
Thankfully, not many people are bold enough to say such things in person, but online, people feel much less hindered and negative comments appear on review websites such as Yelp, Citysearch, Google+ Local, Foursquare, Yahoo, and many others.
Ford’s current slogan is “Built Ford Tough”, but before that it was “Quality is Job 1.” This was their attempt to speak particularly to those often referred to as the “Greatest Generation”, for whom quality was extremely important. Ironically, Ford used this as their slogan during a time when they were getting their rear ends handed to them by the Japanese and Germans, but that is perhaps a topic for another post. If you SAY quality is that important, you better mean it: consumers are less and less forgiving. Read the rest of this entry »
“The doctor is excellent, but the front desk staff…not so much.”
“The techs are super friendly, but the doctor…not so much.”
“They saved my dog—I don’t trust anyone else to care for our pets.”
“They killed my cat—all they care about is money!”
It’s no secret that people talk and that people listen to and act on the recommendations of others. Read the rest of this entry »