John Doe leaves a 1-star review on ABC Animal Practice’s social media page saying, “Had a horrible experience at ABC Animal Practice. I wasn’t called when my dog’s procedure was completed, as I had requested, and my dog sat in a cage for 6 hours longer than he had to. This was stressful for both my dog and me.”
Step 1
Call Mr. Doe. The only plus side of these situations is that the reviewer is often easily recognized. If he or she is identifiable, the first step is to call and apologize. A little humility, a little grace, and an attempt to make it right can go a long way. Listen to his or her side, and take the time to understand any frustration. Show compassion and empathy and consider a free office visit or other gesture that will get the client and pet back into the practice so the team has another opportunity to make it right.
Step 2
Regardless of the outcome, respond online. The reviewer, as well as potential clients scanning the practice’s reviews, expect this public response.
If the team was able to make contact and attempt a resolution via telephone, consider responding to the online review with something like the following.
- “We reached out to this owner today via telephone to apologize. In the hustle and bustle of the day, we made a mistake. We had a miscommunication among the team regarding when to call Mr. Doe, and Max did indeed spend more time in our care. However, while he was here, he was carefully monitored, fed, watered, walked, and cared for, just as we do for all of our hospitalized patients. We regret our mistake that meant Max and Mr. Doe could not be at home together sooner. We have apologized to Mr. Doe and to Max, and we are addressing this issue at a team meeting tomorrow to ensure it does not happen again. We also offered Mr. Doe a free office visit and nail trim for Max, and hope to have the opportunity to make their next visit to ABC Animal Practice a great one.”
If the team was not able to make contact and attempt a resolution or if the reviewer’s identity is not known, consider the following response.
- “We truly apologize for this experience. In the hustle and bustle of the day, we made a mistake. We had a miscommunication among the team regarding when to call you, and Max did indeed spend more time in our care. However, while he was here, he was carefully monitored, fed, watered, walked, and cared for, just as we do for all of our hospitalized patients. We regret our mistake that meant you could not be at home together sooner. We will be addressing this issue at a team meeting tomorrow to ensure it does not happen again. Please contact us via email, or call our practice manager Lisa at (555) 555-5555 so we can be sure we understand your concerns and we can work together to come to a resolution. We hope you will give us another opportunity to care for your Max.”
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