Are Online Reviews Holding You Hostage?
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ARE ONLINE REVIEWS HOLDING YOU HOSTAGE? and present:
description
Did you miss our live webinar with Dr. David Grant, DVM and CEO President of Animal Care Technologies? You don't have to miss out on tips and strategies to effectively manage your reputation and boost client satisfaction. Plus, find out how you can save time and drive more online reviews with automated systems! Get the recording and additional blogging resources here: http://bit.ly/1vAl4wa
Transcript of Are Online Reviews Holding You Hostage?
• David Grant, DVM
• CEO President, �Animal Care Technologies
Today’s Speaker
What You’ll Learn
q Why online reputation management is critical to growth
q The keys to client satisfaction
q The power of online reviews
q How to automate the process with WebDVM4 VSmart
THE NEED
YOUR ONLINE REPUTATION DRIVES FUTURE GROWTH
Marketing a Practice – THEN
Marketing was a dirty word:
• Yellow pages…maybe
• A sign and good location
• Word of mouth referrals
Marketing a Practice – NOW
It’s essential and it’s online:
• Yellow pages Google
• Online map to location – Especially from mobile devices!
• Referrals from online reviews
Managing your online reputation is the future of marketing and practice growth.
“
Client satisfaction may be the single greatest predictor of future growth and profitability! “
KEYS TO CLIENT SATISFACTION BUILDING CLIENT LOYALTY
Your Team
• Hire the right people • Create predictable results
• Create systems of accountability
• Prevention is the goal
Unhappy Happens
Be proactive and responsive:
• Listen to every client for �unmet expectations
• Take actionable steps
Handling Unhappy Clients
It’s like marriage advice 101:
• Prevention is the best medicine
• Respond and resolve quickly
• Don’t fight in public
• Don’t get defensive – apologize �and move on
• It’s not about winning
• Listen, listen, listen
Happy Clients are Loyal Clients
And they’re good for business:
• Spend more • Follow recommendations
• Account for most of your referrals
• Plus…
THE POWER OF ONLINE REVIEWS LEVERAGING YOUR GREATEST ASSET – LOYAL CLIENTS
90% of consumers put “considerable stock” in online
reviews when making decisions
An Online Presence Is Essential
82% of patients said online reviews influenced their decision to choose a medical practitioner.
Loyal clients are your greatest asset. Managed properly, they become the voice that markets your practice to the community.
“
Asking Works!
When asked to post a review, [after responding positively to a VSmart survey]
the rate of posted reviews increased by over 400%.
AUTOMATE THE PROCESS WebDVM4 VSMART = EASY REPUTATION MANAGEMENT
Client Feedback Made Easy
• Custom communications / �feedback following a visit
• Pushed automatically via PIMs
• Alerted to negative responses – Drives immediate action
• Drives best clients to post online
Simple Tool. Big Results.
• Set specific communications for different service codes
• Choose to get alerts by text, PIMs, or email
• Create reports that link client feedback to �a specific veterinarian or staff member
• Convert positive feedback to reviews �= 429% increase in online reviews
• Have comments post to your site
“90% of consumers trust peer � recommendations. Our homepage � has scrolling comments directly � from VSmart.” – Wendy Myers
Remember… • Preventing bad reviews is better
than treating them after they occur
• VSmart makes it easy to respond and take action
• Focusing on client satisfaction and reviews is key to future growth
For More Information:"www.lifelearn.com/webdvm4-vsmart/
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