Building and Managing Your Online Reputation
Online reviews are often the first impression a new client has of your practice, and one of the most powerful influences on whether they schedule an appointment. Reviews shape public perception, impact search visibility, and offer valuable insight into what’s working (or not) from the client’s perspective.
This topic focuses on efficiently leveraging your entire team to support review-building efforts, respond professionally to client feedback, and role-play real-world scenarios. Whether it’s guiding a happy client to leave a review or navigating a problematic comment online, your team plays a direct role in managing and protecting your digital reputation. Help your team:
Understand how online reviews influence new client acquisition and your hospital’s reputation.
Practice efficient, repeatable ways to request reviews as part of the daily workflow.
Respond to all client feedback with professionalism and empathy that reflects your clinic’s values.
When every team member understands their role and has the tools to act confidently, reviews become a shared responsibility, not just another task. And when review generation becomes part of your team’s natural rhythm, your online presence strengthens without adding more to their plate.
Building a Review-Ready Culture
Train Staff to Encourage Positive Reviews. Happy clients often want to help; you simply need to ask at the right time. Teach team members to recognize “review moments,” such as:
A client expressing gratitude at checkout.
A successful patient outcome.
A positive social interaction (e.g., a client complimenting staff).
Use simple, authentic phrases: “We’re so glad you had a great experience. If you’d be willing to leave us a review, it really helps other pet owners find us.” Or “If you have a moment, we’d love it if you shared your visit on Google or Facebook.”
Create a QR code at checkout and include the review link in post-visit texts or emails so the process is seamless and low-effort for both clients and staff.
Responding to Client Feedback (Positive and Negative)
Positive Reviews: Always reply with gratitude. Personalize when possible (mention the pet’s name or the service they received). Example: “Thank you so much, [Client Name]! We loved seeing [Pet’s Name] and appreciate your kind words!”
Negative Reviews: Respond promptly and professionally. Avoid defensiveness. Empathize, acknowledge the concern, and invite further conversation offline. Example: “We’re sorry to hear about your experience, [Client Name]. We take your feedback seriously and would appreciate the opportunity to speak with you directly. Please contact us at [phone/email].”
Practice makes confident, client-ready communication. Incorporating low-pressure, high-impact role-playing into regular team meetings helps staff feel prepared (and empowered) to request reviews naturally and respond to feedback with clarity and professionalism. Use this time to rehearse:
How to confidently and comfortably ask for reviews during moments that matter, such as during checkout, after a positive client interaction, or during follow-up calls.
Responding to praise and criticism with empathy, using language that reflects your clinic’s values and reinforces trust.
How to gracefully navigate objections or awkward moments, turning potentially difficult conversations into opportunities for connection.
Encourage team members to tailor phrasing to match their communication style so it feels sincere and not scripted. This builds individual confidence and creates consistency across the team, ensuring every client interaction supports your brand and your reputation. Rotate a “Review Moment of the Week” exercise in team huddles. It takes 5–10 minutes and helps reinforce daily habits that drive long-term reputation growth.
Actions to Implement
Post a QR code or link to your Google Reviews on the front desk or discharge documents.
Set a goal for monthly review growth and celebrate team contributions.
Highlight positive reviews in team huddles to reinforce the impact of great service.
Include review request scripting in your new hire training manual.
