Online Reputation Management: What your customers are saying about you

www.BeyondIndigoPets.com
Online Reputation Management
What Your Customers Are Saying About
You
Jeanne Pelletier, COO
jeanne@beyondindigo.com
877-244-9322 ext 222
June 24, 2014

For links to everything
we will cover tonight:
www.beyondindigopets.com/seattle/

Why do you need current
reviews?

Why do you need current reviews?
 Upwards of 85% of consumers search with
online reviews for goods and services
Consumers trust online reviews second to only
friends and family
Most people read 2-6 reviews
Google Reviews improve SEO position

Claiming and Updating Review
Websites

Claiming and Updating Review Websites
Each review website has its own process
Look for a business owner link
Gather information
Add good quality photos
Verification steps
Log ins and Passwords

Which sites should I claim?
Claim and update all of your free online review
sites
Google+ Local
Yelp (Yahoo Local)
Angie’s List
City Search
Foursquare
Insider Pages
Judy’s Book
 Merchant Circle
 Super Pages
 Wellness

Which Review Sites do I Need
to Monitor?

Which review sites do I need to monitor?
All of them!
Why?
Customers can post on any site
Prospective clients search on all sites
Negative reviews need a fast response

We recommend monitoring:
Google+ Local
Yelp (Yahoo Local)
Angie’s List
City Search
Foursquare
Insider Pages
Judy’s Book  Merchant
Circle
 Super Pages
 Wellness

How do I track them?
Designate one employee
Google Alerts
Automated Review Monitoring System

Responding to Reviews

Respond to Positive Reviews
Make a public response within 1 week
Make it personal when possible
Show connection while respecting privacy
Keep it short and simple
Show your clients you are paying attention to
what they think
Remember, your prospective clients are taking
note!

Respond to Negative Reviews
Respond in 1-3 days.
Call the reviewer if you know who it is.
Show that you are listening to the reviewer’s
concerns.
Keep public replies short and mend bridges
offline.
Make your points with subtlety
You are talking to the public, not the reviewer.
NEVER ask a reviewer to change or take down a
negative review.

How to ask clients for reviews

Best Practices
Generate new reviews
Ask top clients to write reviews
Ask in person when possible
Provide a reminder or instruction card
Target sites where need stronger presence
Consider an email campaign
If you offer an incentive, make it small and indirect.

How Should I Ask Clients for Reviews?
Approach your clients in a straightforward
manner and ask for help.
Goal is to generate more reviews
Ask 10-20 clients per week
Receptionists – Flag appointments with positive
clients
Email campaigns
Avoid surveys
Let’s look at a scenario example…

Asking For Reviews Scenarios
Three Steps
Look for a lead in question to ask
Make your request simply and honestly
Have a plan of escape

Trixie Woo is looking
great and I think the
plan we made will
have her allergies
under control nicely!
Is there anything else
with which I can help
you today?

No, I think we are all
set!

Great! Then I’d like to
ask for your help. Our
hospital has been
working to make sure
we are offering the best
possible care for pets.
Do you spend time
online?

Yes, I’m on Facebook all the time!
Great, I’d like to ask you to write an
online review for us. Reviews help us to
reach other pet owners to let them know
about our services. All we ask from you
is your honest opinion of our your
experiences with us.
Here are some instructions on how to
get to our website’s review page.

No, I just don’t feel comfortable
on a computer.
I can certainly understand
that! I don’t have much time to
be on the computer either! If
you do find you are online in
the future, please consider
leaving us a review.

No matter which way
the conversation
goes…
I really appreciate you
doing this for us.
Please be sure you let
us know if there is
anything we can do
better – we want to
make sure we are
constantly improving
and meeting needs.

For more information
about how Beyond Indigo
can help your practice:
Contact Melissa Neff
melissa@beyondindigo.com

Online Reputation Management: What your customers are saying about you

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Online Reputation Management: What your customers are saying about you