A guide to respond to positive feedback of your practice

Looking for a way to reinforce your veterinary practice online advertising and marketing campaign? Positive feedback on third party review sites are a big source of word-of-mouth advertising. This type of marketing can help increase the success of your advertising campaign by 54%. It’s crucial not to stop there. In order to get the most reward from a positive feedback, experts suggest replying to the review. Here’s a helpful guide on the best way to reply.

1. Give thanks

It’s critical to begin your response by saying thank you. However, don’t thank the reviewer too vigorously. Sometimes, being too thankful of a single review can give the impression that you don’t get positive feedback often. It’s best to keep your reply short and copy the reviewer’s style. Make sure your reply is authentic; readers can easily differentiate a personal reply from a general one.

2. Be thrilled

In your own words, make it clear that you were excited to take care of the customer’s pet. Did you feel a sense of satisfaction after taking care of their pet? According to psychological studies, giving someone the means to do something kind for you helps build a connection with that person. Next, remind the reviewer that continued veterinary care for their pet provides added health benefits (e.g. ability to identify problems before they happen).

3. Remember potential customers read reviews

Since your reply will be public, potential customers will be able to read it. Craft your reply so they know you can receive the same expert service when they visit your practice. However, avoid turning your reply into a sales pitch. This could discourage potential customers who might feel like your meaningful respond is simply another ad. 

Lastly, the objective is that by replying to positive reviews, old and new customers will want to leave their own positive reviews. The way you reply should indicate that you are paying attention to what your customers are saying and that their opinions matter to you.