ARE ONLINE REVIEWS

HOLDING YOU HOSTAGE?

and present:

Welcome!

•  Todd Hepburn

•  Product Marketing Manager, LifeLearn

•  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

Listening to Clients Creates Accountability.

Educate

“

Unhappy Happens

Be proactive and responsive:

•  Listen to every client for �unmet expectations

•  Take actionable steps

Remember!

Social media empowers dissatisfied clients.

Remember!

Social media empowers dissatisfied clients.

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…

…They’ll Post Reviews Online!

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.

“

But, on average…

…only 1 review is posted every 3 months!

Asking Works!

When asked to post a review, [after responding positively to a VSmart survey]

the rate of posted reviews increased by over 400%.

But how?

AUTOMATE THE PROCESS WebDVM4 VSMART = EASY REPUTATION MANAGEMENT

Things that are important or easy to do are more likely to get done.

“

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/

Questions? Let’s Talk!

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