Today's Veterinary Business

FEB 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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33 February/March 2018 • TODAYSVETERINARYBUSINESS.COM by the people they encounter; they can touch everyone with internet access and interest. It begins by asking for help. What You Can Do Here are six tips to help you pro- mote active advocacy, create value and boost your credibility in the new trust economy. Ask for help, not reviews. Pet owners naturally want to help other pet lovers. Leverage this instinct by changing how you ask for online reviews. If you have a client whose pet lost weight, beat a dermatological problem, is fighting cancer or is simply doing better, try this tactic: "Mrs. Smith, I know how frustrating ear infections can be. You've done a fantastic job with Buster and followed our instructions perfectly. I'd really appreciate you sharing your experiences with other dog owners going through a similar situation. Here's a card on how to leave a short note on Google." Create a snowball effect. The more success stories and positive reviews someone sees, the more likely she is to share her expe- riences. "Like begets like" rings true in both nature and online. Involve pet owners in a shared community and encourage them to aid others. Remember, we're hardwired to collaborate. All you need to do is activate those pathways and watch the snowball of encouraging stories roll and grow. Make reviewing easy. Companies profiting the most in the trust economy are those utilizing technology to connect with their clients. Services such as De- mandforce can send your clients a follow-up email or text message containing a simple click to submit a review or leave feedback. Printed business cards with easy instruc- tions on leaving an online review also work well. The key is to ask and then make the task effortless to complete. Become a virtual extro- vert. The truth is many veterinarians and staff are introverts. What you lack in eye contact and verbal persuasion can be made up in how well you communicate electronically. If you're uncomfort- able asking for a review, draft a confident email request. Participate in text conversations, social media posts or blogs. The digital footprints you leave help build credibility far beyond the range of your voice. Blog boldly. Boost your Google rank- ing. Google incorporates your clinic's rankings in its search algorithm. Your page rank and map placement are heavily influenced by online reviews, especially Google reviews. This gives added incentive to ask each client for help. Learn a new "language." In the pre-social media era, I grew my clinics through people talking to one another. The next gen- eration of veterinarians will succeed based on five-star reviews posts. This is a profound shift that requires immediate and strategic attention. A medical professional is only as good as her reputation. That reputation is now being built on digital trust. Damage Control What about bad reviews? How should a veterinary clinic respond? Here are five steps to positively ad- dress negative online comments. The best defense is a good offense. Bad reviews will happen. It's inevitable. To mitigate the impact of one-star reviews, pile on the five stars. I encourage you to ask for an online review at nearly every visit. Google algorithms are built on math. Make sure the num- bers add up in your favor by actively asking for a five-star review. Defense matters. Set up free Google alerts, pay an online reputation-management service such as BrandYourself or, or hire a dedicated social media assistance provider. Whatever you do, make sure you have some mechanism to monitor the permanent internet conversa- tion about your clinic. It's happening regardless of whether you realize it or not. On the upside, identifying and thanking clients for positive posts is a proven practice builder. #KnowItToGrowIt Respond immediately. The faster you respond to negative online comments, the better. Don't delete them unless you're consider- ing legal action or the post contains sensitive or offensive content. If you delete the review, the story pivots to, "What are you hiding?" instead of you addressing the issue openly and honestly. Stay positive and shift the conversation offline. While pointing out errors and typos in a negative online review is tempting, the response bores onlookers and devolves into a tit-for-tat playground skirmish. Instead, try posting: "We're sorry you had a bad experience with us. We'd like to learn more about your issue so we can make things right and improve our level of care. Would you please call Susy at this number immediately?" That shows viewers that you acknowledge a problem and want to correct it. Nobody's perfect, so don't pretend to be. If the person continues on a tirade, she most likely will be viewed as a looney with a personal agenda. Learn from bad reviews. I teach my staff members that complaints are "concealed correc- tive comments." Inside nearly every negative review is a lesson to be learned. Ignore the emotions and focus on the underlying problems. It's Here, So Deal With It Our developing digital life isn't a fad. As virtual and augmented reality matures and as always-pres- ent, instant internet access arrives, the trust economy will flourish in ways we can't fathom. The winners and losers of this latest currency are being defined today and will impact generations of pet owners and veterinarians. I'll leave you with a final warn- ing: As our digital identity becomes established, reinventing yourself or escaping a bad reputation will become harder. The real reason you left your last job is only a LinkedIn connection or two away. Potential clients will ask the internet if they should trust you with their pet's care. If you cultivate an excellent online reputation, you can go anywhere. As virtual medical care becomes a reality and spreads globally, your online reputation and digital footprints will largely deter- mine how successful you will be as a veterinary health care provider. Now that the trust economy is here, it's up to us to optimize it for our profession and patients. I trust we'll do the right thing. Invest wisely today to reap rewards tomorrow. Dr. Ernie Ward is a speaker, entrepreneur and owner of the veterinary con- sulting firm E3 Management. He serves on the Today's Veterinary Business editorial advisory board. 1 2 3 4 5 6 2 1 3 4 5

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