Facebook Reviews

Re: Facebook Reviews

Braden Collins — Wed, 22 Apr 2015 05:30:02 GMT

[quote user="Michael Woodhouse"]

It's funny is facebook - we had 550 people see a post when we were doing some promotional filming. A lost dog with various 'shares' got up to nearly 7,000 views. Put up the SCOPs nematodirus warning and 150 people see it.

I'm not sure people come to Facebook to learn anything.

[/quote] People go on Facebook to be entertained. The trick it to inform in an entertaining way. It's the same as people watching the news. 99% of what's on the news has no effect on our lives as such. It's ultimately just reality TV with more serious consequences.

Re: Facebook Reviews

Michael Woodhouse — Tue, 21 Apr 2015 15:02:05 GMT

I'm not sure people come to Facebook to learn anything.

Re: Facebook Reviews

Wren — Tue, 21 Apr 2015 14:56:57 GMT

[quote user="Gerry Henry"]

Don't have a facebook page, its for adolescents.

[/quote]

My husband would agree with you entirely. However it would appear that my (past retirement age) parents now have accounts. And yes, I have declined their friend requests.

On a more serious note I do think that it has been a very valuable marketing/advertising tool for us, especially as we are a new (2 years) set-up. We are able to pass information to our clients much more efficiently about events that we are holding. We can also warn them instantly when we start to see cases of eg. atypical myopathy or seasonal laminitis so that they can take preventative measures. I also share (redacted) interesting radiographs/lesions/scans etc. which seems to go down quite well. Horse owners in general do seem to be a very internet-savvy breed though.

Re: Facebook Reviews

Arlo Guthrie — Tue, 21 Apr 2015 14:40:28 GMT

[quote user="Gerry Henry"]Don't have a facebook page, its for adolescents.[/quote]

Not according to the latest demographic data, it's not: http://www.pewinternet.org/2015/01/09/demographics-of-key-social-networking-platforms-2/. Quite a lot of talk about how facebook isn't nearly cool enough for the latest generation of adolescents, as their parents are all on it!

[quote user="Gerry Henry"]The photo may be faked, possibly a very sick joke gone wrong, just a thought.[/quote]

Not impossible, but I should think highly unlikely, given the huge number of media outlets reporting it (many of whom would have been doing their own work to validate the story).

Re: Facebook Reviews

Gerry Henry — Tue, 21 Apr 2015 12:53:07 GMT

[quote user="Arlo Guthrie"]

[quote user="Wren"]Having received a rather unpleasant FB review last night[/quote]

You think your review was bad ...

Spare a thought for the Washington Animal Clinic ... http://www.vetsurgeon.org/blogs/veterinary_news/archive/2015/04/20/133930.aspx

[/quote]

The photo may be faked, possibly a very sick joke gone wrong, just a thought.

Re: Facebook Reviews

Gerry Henry — Tue, 21 Apr 2015 12:46:25 GMT

Don't have a facebook page, its for adolescents.

Re: Facebook Reviews

Wren — Tue, 21 Apr 2015 12:08:40 GMT

[quote user="Arlo Guthrie"]

[quote user="Wren"]Having received a rather unpleasant FB review last night[/quote]

You think your review was bad ...

Spare a thought for the Washington Animal Clinic ... http://www.vetsurgeon.org/blogs/veterinary_news/archive/2015/04/20/133930.aspx

[/quote]

Kinda puts it into perspective! What on earth was she thinking? It's not even as though it was a game species.

I have cobbled together a paragraph to use as a reply in similar situations. So far she hasn't made any sort of witty comeback. I will be waiting...

Re: Facebook Reviews

Glen McIntosh — Tue, 21 Apr 2015 02:39:32 GMT

[quote user="Michael Woodhouse"]

I don't put pictures of things I have shot on Facebook for this very reason

[/quote] Yes, sage advice. Line caught fish are ok though, I think.

Re: Facebook Reviews

Michael Woodhouse — Mon, 20 Apr 2015 22:47:12 GMT

I don't put pictures of things I have shot on Facebook for this very reason

Re: Facebook Reviews

Suzanne Kelly — Mon, 20 Apr 2015 22:43:03 GMT

[quote user="Arlo Guthrie"]

You think your review was bad ...

Spare a thought for the Washington Animal Clinic ... http://www.vetsurgeon.org/blogs/veterinary_news/archive/2015/04/20/133930.aspx

[/quote]

Apparently she's the daughter-in-law of the owner of the clinic and their practice manager and a few other practice members "liked" the post on FB. Oh and her Mum proudly took the photo. I think it puts the occasional bad review we get in perspective!

We had one recently too, client rocked up, wanted meds, told the dog would have to be seen and their outstanding bad debt paid, threw a wobbler in the clinic, the dog died ( so they say) and they lambasted us on FB, but as others have said if most of the reviews are good the odd bad one gets lost in them.

Re: Facebook Reviews

Joyce Whitehead — Mon, 20 Apr 2015 20:20:26 GMT

Goodness, I'm afraid I think she deserves bad reviews, although she will probably get death threats instead. What on earth was she thinking about? We have had someone call us B**tard vets in their Facebook page, which one of our staff noticed. We ignored it. This person wasn't a client, and was discussing another client who had no issues with us or our treatment of his epileptic dog (which died after prolonged fits which he did not phone to even discuss with us). We decided after a day or two of extreme annoyance to treat it as a joke, as otherwise it prays on one's mind. We did briefly consider answering the phone with "Good Morning, B**tard vets, how may I help you?" It made the situation lose any stress it had induced. Sorry for lack of paragraphs, I'm on an ipad.

Re: Facebook Reviews

Arlo Guthrie — Mon, 20 Apr 2015 20:05:56 GMT

[quote user="Wren"]Having received a rather unpleasant FB review last night[/quote]

You think your review was bad ...

Spare a thought for the Washington Animal Clinic ... http://www.vetsurgeon.org/blogs/veterinary_news/archive/2015/04/20/133930.aspx

Re: Facebook Reviews

Marie Kubiak — Mon, 20 Apr 2015 20:00:12 GMT

Can you politely say that "Unfortunately we are unable to discuss specifics on a public site but we regret that we are unable to offer credit to clients as we do not hold a credit licence and we would be happy to discuss this further in person if there are any further queries"? That way you make if clear what they are demanding, unreasonably, to every sane person but don't breach confidentiality. Or is that too close to get away with?

Re: Facebook Reviews

Clare Tapsfield-Wright — Mon, 20 Apr 2015 09:03:51 GMT

[quote user="Wren"]

Thanks Clare, we'll discuss this at the practice tomorrow and see what the consensus is.

Laurence, I don't think you can do this with reviews, only posts, unless I'm missing something?

[/quote] The main thing is not to allow the team morale to suffer from one bad review. I wasted a lot of time and energy worrying about negative feedback. It's good to listen to clients and a complaint handled correctly is beneficial to all concerned but there will always be some people who will be unreasonable. Don't let them sap your energies and obscure the majority of the great work your practice does.

Re: Facebook Reviews

Braden Collins — Mon, 20 Apr 2015 08:33:42 GMT

[quote user="Michael Woodhouse"]

Braden - love how the two 1 star reviewers have liked each others comments!

[/quote]

Two very classy clients there......

Re: Facebook Reviews

Michael Woodhouse — Mon, 20 Apr 2015 08:12:14 GMT

Braden - love how the two 1 star reviewers have liked each others comments!

Re: Facebook Reviews

Braden Collins — Mon, 20 Apr 2015 02:37:40 GMT

Unfortunately negative reviews are inevitable when you allow them on your facebook page. Most will be those who are quite unreasonable, shile some are going to be bad outcome cases where the client just doesn't understand.

Most will benefit from a comment, even if it's just to offer to discuss it in person/private. this at least shows other people you care enough.

I think the negative reviews affect us more than it does potential clients. We have 2 bad reviews on our FB page. One from a cat which had a bad outcome and there were some communication issues that contributed to the clients bad feeling. I let this one slip without a comment as it wasn't going to help the situation. The other one was a client who walked out without paying for a consult then put in the review when we chased her for the unpaid fees. One reply I feel was enough to get the message across that we feel we were not in error and she was complaining about costs. She has since added more comments but I'm making no further comments on the matter as I think her comments show her in a bad light and to keep replying will make it a big issue and focus more peoples attention on it.

If you want to see how I responded you can see out Facebook page: https://www.facebook.com/BunburyVets

It does show how important getting good reviews are too. I think our 48 5 star reviews well and truely bury the one star reviews so we don't lose any sleep on them. If you don't have enough good reviews to bury the bad ones, it's a good prompt to get some more.

Re: Facebook Reviews

Wren — Sun, 19 Apr 2015 22:47:25 GMT

Thanks Clare, we'll discuss this at the practice tomorrow and see what the consensus is.

Laurence, I don't think you can do this with reviews, only posts, unless I'm missing something?

Re: Facebook Reviews

Laurence Webb — Sun, 19 Apr 2015 22:15:36 GMT

You can hide a post on Facebook. The poster and their friends can still see it (and I believe that the poster is unaware that it is hidden) but no other visitors can see it.

I've only had to do it once and that was a negative post about the previous practice owner who had the audacity to ask a new client to pay for an entirely elective procedure which cost less than the estimate that they had signed for.

Re: Facebook Reviews

Clare Tapsfield-Wright — Sun, 19 Apr 2015 19:40:25 GMT

I would reply stressing that the wellbeing of them and their animals are your primary concern and asking them to contact you directly. Say you are respecting client confidentiality and because of this cannot address their concerns in public. Often the nasty ones then say they can't be bothered or become even more publicly unreasonable. Once you have made the offer don't respond to any further Facebook posts . Often your good clients will come in with positive messages and the nasty one will drop off the page. You will always get some clients like this, don't let them overshadow all the happy clients and get a good nights sleep. It won't seem so important in a day or two.