The digital age makes it incredibly easy to access information and opinions at every second of the day. While this is helpful in many ways, it also means that customer reviews carry a lot more weight than they once did. Just a couple of negative reviews could severely ding your hospital’s reputation. Understanding how these reviews can impact your practice and how to manage them effectively can help you ensure your online reputation helps you find and retain clients.

Why Reviews Matter

People looking for new products and services turn to online reviews to form an opinion about a business before ever interacting with it. In fact, reviews do the following:

• Sway Opinions: About 49 percent of consumers believe online reviews as much as they do personal recommendations. This means that reviews from pet owners can severely impact a potential clients’ decision about whether or not they will visit your practice. A collection of positive reviews allows you to build trust and credibility before you even see a client. On the flip side of that, a few negative reviews might keep people from booking appointments with you.
• Improve Search Engine Rankings: Did you know that your online reviews can even impact your search engine rankings? Platforms like Google consider reviews as relevant content. This can get you higher on a search engine results page, which makes it easier for new clients to find your practice.
• Provide Feedback for Ways to Improve: Even negative reviews can provide some benefit for your business. They offer invaluable feedback about your services and can help you pinpoint areas that need improvement. Feedback in online reviews can help you implement operational changes, staff training, and customer service enhancements. 

How to Manage Online Reviews

Whenever you have a happy client in your hospital, you should ask them if they are willing to leave a review. You can simplify the process for your clients by including links to your Google Business profile and other review platforms in easy-to-access spots. Put these links on your email signature, form response pages, and receipts. Be sure you are always responding to reviews—both the positive ones and the negative ones. Keep an eye on your reviews so you are responding quickly when you get them. Leverage your positive reviews across your marketing strategy to reinforce a positive customer experience.
Clients want to find a veterinarian they can trust, and online reviews can help you gain trust before you even meet a client and their pet. Your online reputation should be a main aspect of your digital marketing strategy. Beyond Indigo Pets offers expert marketing services (including Online Reputation Management) to help you find and retain new clients. To learn more about our services, please call (877) 244-9322 or fill out this form.