Today's Veterinary Business

DEC 2018

Today’s Veterinary Business provides information and resources designed to help veterinarians and office management improve the financial performance of their practices, allowing them to increase the level of patient care and client service.

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Page 40 of 69

Yelp advocates for business owners by allowing them to remove erroneous reviews. You are probably laughing, but it's true and is the one thing Yelp does do better than other review sites. If you have claimed your free Yelp listing — vis- it — you will be able to dispute reviews. For example, a practice I con- sulted with was accused of killing a client's cat. The clinic, however, had no record of the client or such an incident. The "review" was likely in- tended as a personal attack against someone at the practice. We dis- puted the review with Yelp, saying we could furnish proof through the practice management software that the "client" was not associated with the practice. Soon after, we received this email from Yelp: "We're writing to let you know that we've evaluated Larry C.'s re- view. … After assessing the review carefully against our content guide- lines, we agree that this review should be removed. "We rely on community engagement to help keep Yelp useful. Thanks so much for taking the time to bring this matter to our attention!" Yelp swiftly removed the review. When dealing with a nega- tive review on Google, you are allowed to flag the review and submit a support request, so long as you have a Google business ac- count and have claimed your busi- ness entry. (Learn more at www. For instruc- tions on flagging negative Google reviews, visit Facebook is a bit different regarding reviews because the platform is significantly more conversational. If someone leaves a review and you reply, the person can simply reply back, generating a dialogue. I recommend posting only once and including your professional contact information — see tip No. 3 on Page 36 — so that you can take the conversation offline. This will pre- vent the situation from escalating. 1 2 3 Much like the advice regarding Mr. Crazy, if someone posts some- thing about you or your practice in a local, private Facebook group, do not reply. It's too easy for other people to jump in and for the conversa- tion to veer closer to chaos. When dealing with local Facebook groups as a forum for discussion, often- times loyal clients will come to the rescue. This happens more often than you might think, especially if the claims are outrageous or offensive. Take a look at this real-life example: Like many things in life, the post shows that cooler heads will prevail. What is most important to keep in mind is that many minor issues can be smoothed over with dialogue. Intensive conflicts require more troubleshooting but can still be approached methodically based on the advice provided above. If you keep best practices in mind, a negative review here or there is certain to be the exception and not the rule. And if a negative review does spring up, you'll be well-equipped to handle it. Socially Acceptable columnist Eric D. Garcia is an IT and digital consultant who works exclusively with veterinary practices and speaks at veterinary conferences around the world. Learn more at Is your practice Human-Animal Bond Certified? Our low practice pricing allows you to certify everyone from your front oce sta and practice managers, to nurses and veterinarians. Get the Certification your clients will be looking for. Get Human-Animal Bond Certified Today. Visit to learn more and start marketing your practice as a HAB-C clinic. Presented By: Founding Educational Partner: Title Sponsors: GET THE CERTIFICATION, GAIN THE ADVANTAGE.

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