New Tools & Tips to Manage Your Online Reputa6on Eric D. Garcia, IT & Digital Marke9ng Consultant. VetPartners Member Consultant.

Transcription

1 New Tools & Tips to Manage Your Online Reputa6on Eric D. Garcia, IT & Digital Marke9ng Consultant About Eric Garcia Management Team at Large Prac9ce in Tampa, FL Former VP of Veterinary Exclusive Web Marke9ng Firm IT & Digital Marke9ng Consultant Founder of Simply Done Tech Solu9ons VetPartners Member Consultant Interna9onal Speaker: USA, Canada, Europe, Turkey, Thailand, Philippines, Austria Published Author: 15 Chapters in the Newly Revised 5-Minute Veterinary Prac6ce Management Consult on Technology and Web Marke9ng AAHA Trends Magazine Veterinary Prac9ce News 1

2 Resources Provided Word of Mouth Top Referral Source 2

3 The UNDERUSED Marketing Tool Veterinarian in Sea+le Where Would YOU Go? All veterinarians in the same community & Google search 3

4 Case Example Jan 23, 2015: I was just taking a minute to update you. We've seen a huge spike in new clients. I'm ecsta9c with the increase in new clients. I had no idea it would be so significant. I figured one or two a month, but we're seeing 2-4 extra per week. It's definitely obvious the new website impresses people more. I also having good reviews is making a huge difference as well. I think it makes people skip the old bad reviews because they see new good reviews. Google Mobile Update 4

5 The Simply Done 5 Step Approach Simplifying The Management of Your Online Reputa9on Step One: Claim Your Online Listings Claim your online lis9ng with Google, Bing, Yelp Search for your business on Google, Bing, and Yelp Yahoo & Yelp Partner for local search Click on Is This Your Business or Claim Your Lis9ng Verify by automated phone call or postcard 5

6 Claim Using a General Clinic Address Merchant Centric Listing Management Tool 6

7 Merchant Centric Step Two: Brand Your Google+ Listing 7

8 Step Three: Monitor Reviews Save all of your online lis9ng websites in a favorites folder in your browser Monitor 1-2 9mes weekly Step Three: Monitor Reviews MerchantCentric.com Google.com/Alerts Does not work for social media Info must show up in top 10 pages of Google 8

9 Merchant Centric 9

10 Step Four: Engage with Reviews Extension of your customer service efforts The average veterinary prac9ce receives 1 review a month on the largest search engine Google Reply to Posi9ve Reviews Thank you for your kind review! We appreciate you as one of our most valued clients. Call and thank the client Send Thank You card 10

11 Google Review Fact Reviews on Google are important to your business Google takes on over 65% of the search engine market share Bing & Yahoo take on ~13% of all searches Google reviews can no longer be lek as A Google User Only reviews by Google users can be lek on Google Non-Google reviews are not syndicated directly on Google Step Five: Solicit Positive Reviews What are you currently doing? 11

12 Step Five: Solicit Positive Reviews At checkout the recep9on team should ask visibly happy clients if they would mind leaving the prac9ce a review. Sample script: "Mr. Garcia, we appreciate you as a client. Would you mind leaving us a review online? We want happy clients like you to be able to find us online easily.". If client says, yes. "Thank you! May I have your address so I can send you a friendly reminder at the end of the week. Collect addresses and at the end of the week (or during any down 9me) send a mass by placing each collected address in the BCC sec9on of a new . Copy and paste the template and send. Template Dear Valued Client, We really appreciate you trus9ng us with your pet s veterinary care! As a small business we need as much help as we can get to help us with our online presence. Would you mind giving us a review on Google? It really helps happy clients like you to find us. To do so, you just need to go to this link and click on the Write Review buqon: Insert Google LisHng Link Here You will probably find this site really helpful when pos9ng a Google review: Click Here We greatly appreciate your willingness to leave us a review online! We look forward to serving you in the future with your pet s health needs. Warm Regards, The Doctors and Staff of Simply Done Vet Clinic 12

13 Solicit Reviews Smart Survey System Recommenda9on Vsmart (A.C.T.) Vetstreet (via Reputa9on Engagement) Posi9ve Survey Results Asks clients to leave reviews on Google, Yelp, Facebook, etc. Nega9ve Survey Results Pushed to a custom closing message Other Op9ons SurveyMonkey.com 13

14 Vetstreet Smart Survey System 14

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16 Vsmart 16

17 Yelp! Yelp Reviews Claim your Yelp lis9ng Rarely recommend adver9sing Does not rank in top 10 of places where people search for businesses No ROI for most my prac9ces Having an ad with Yelp does not change anything 17

18 Yelp Reviews Displayed Reviews User profile User ac9vity User compliance Hidden Reviews Lack complete profile Lack ac9vity Violate terms & condi9ons Yelp 18

19 Facebook Reviews Team Meeting Why client s are important Discuss importance of online reviews Review smart survey system Review effec9ve ways to ask clients for reviews 19

20 Closed Communities or Forms Negative Reviews STOP Do NOT respond right away! Review the comment. CONTACT THE PERSON Pull a medical record and pick up the phone. Sample Reply: We apologize about your experience. We have not been able to reach you by telephone. We would like to make this situa<on right with you. Please call our medical director directly at (813) Sample Reply: We apologize about your experience. Due to client/pa<ent confiden<ality laws we are unable to discuss this medical case in a public forum. We highly encourage you contact us to discuss this case on a one on one basis with our medical director. We would like to review your pets medical record and review this case in further detail. Our medical director can be reached at (813) FIND OUT WHAT WENT WRONG Discuss with the appropriate departments. Ask yourself can you learn from this? 20

21 Trend Reviews At what point do you stop blaming everyone else? Trend your bad reviews Survey clients Your Turn! Claim your online lis9ngs Google Bing Yelp (links to Yahoo) Setup alerts Favorites folder or Merchant Centric Solicit a minimum of 3 new reviews from clients on Google or Yelp Reply back to all posi9ve & nega9ve reviews 21

22 THANK YOU! Resources: simplydonetechsolu9ons.com/cfavm16 Subscribe: Subscribe to my NEW! newsleqer Follow me on Facebook: facebook.com/ericgarciafl Check me out on 22