Well, we’re half way through the year… and the competition for the BUKV awards is definitely heating up! If you don’t know about them, Best UK Vet is an award sponsored by VetHelpDirect to promote good customer service - all built around reviews by your own clients! You can read more details here; however, in this blog we’re going to be focusing on WHY reviews are so important, and HOW to get them! On top right now is a practice 276 reviews, but there are a number of others in hot pursuit, and there’s plenty of time to get yourselves in the running…
Having instant, easy access to the internet has changed how people shop. These days it’s rare to make a purchase decision about a product or service without first seeing other people’s opinions.
In fact, 86% of consumers will read reviews for local businesses, with ten online reviews being read on average before the consumer feels able to trust a local business. 91% of 18-34 year olds trust online reviews as much as personal recommendations, and did you know that a business’s response to reviews is just as important, with 89% of consumers reading them?
With online opinions having so much influence on your prospective clients’ behaviour, what can you do to increase your reviews on VetHelpDirect.com?
I’m sure we’ve all had them - the client who turns up for their consult with a pet, a ream of information from some rather eccentric online sources, and a firm (but absolutely wrong) diagnosis. When the vet tries to explain that in actual fact, the reason their pet is itching is the massive flea infestation and not an obscure food allergy, the client becomes angry. They may even leave to seek a “properly educated” (for which, read “more compliant”) practice somewhere else, but even if not, they can cause you untold grief.
So, what can you do about it? Read on for our Five Point Plan!
One of the most common things clients tell us on Live Web Chat is that they don’t know whether something’s an emergency or not - but that they’re worried about calling because if it’s not, they might sound stupid. Equally, one of the most common complaints by vets is that clients don’t know what an emergency is. So, surely in this online age, there is a solution to this problem? With our medical colleagues using novel and innovative technologies like Babylon to triage their patients, can’t we do the same?
Once again, we are in a position to announce the winners of the Best UK Vets 2019. Unlike other awards, BUKV winners and losers are decided by the clients of the practices in question - no judges who might be biased, no “fee for awards ceremony”, just a recognition of good customer service. Over the course of a year (February to February), the reviews left on www.vethelpdirect.com and www.any-uk-vet.co.uk are added up. All reviews of 4* or 5* contribute towards the Best UK Vet and the practice with the most top reviews wins. It’s really simple and transparent! This year, the winner is [you’ll have to imagine the drumroll]...
This Christmas, we’ve been seeing a lot of practices running Facebook and other social media campaigns promoting festive costumes for pets. However, as veterinary professionals, we are expected to meet a higher standard. I’m sure many of you would baulk at using a severely compromised brachycephalic to market your practice (#brachywatch!), and there are equally significant welfare concerns about festive costumes for pets.
If your website is built using WordPress, then recent major changes mean it might not work exactly as you’d like - in fact your website might even break completely. In this blog we will look at the issue and how the latest version release of WordPress could cause you and us a headache if not approached carefully!
In the past, it was commonplace to put information on your website which you knew people would want to have access to (for example, “top tips”, information about promotions you’re going to run or special offers, pet health resources, or whatever), and then ask for people’s email addresses, However, this becomes legally much more complex in the age of GDPR, as your data subjects have many more rights. In this blog, we’ll explore some of the legal issues around this approach to client data.