How NOT to respond to a bad review.

RE: How NOT to respond to a bad review.

Miriam Lodewyks — Fri, 17 Jul 2015 23:18:43 GMT

Not exactly professional, or smart, but can't help admiring the brazen honesty of the reply. If the public can unjustifiably slag us off, why can't we reply in kind? Wishful thinking...

RE: How NOT to respond to a bad review.

Gerry Henry — Thu, 16 Jul 2015 18:14:18 GMT

Personally I liked it.

RE: How NOT to respond to a bad review.

Ashley Rubens — Thu, 16 Jul 2015 13:10:15 GMT

I've noticed that the corporate practices often get a clinical director of another branch to reply to as reviews and things like that posing as a fellow client. Clearly wrong, but looks good to the uninformed, while terrible (and terribly funny) this is atleast honest!

RE: How NOT to respond to a bad review.

Robin Grimmer — Thu, 16 Jul 2015 12:30:05 GMT

He's got some balls, I'll give him that. Trouble is, as GoM says it looks bad to the general pet owner and is not good publicity for the practice. I'll bet there's more to this story. What's the betting that the cat is absolute sh1t and the last vet said not without sedation in future!

RE: How NOT to respond to a bad review.

grumpyoldman — Wed, 15 Jul 2015 19:32:50 GMT

Actually I think its really brave and very honest , But unlikely to resolve the issue and looks bad to the neutral . Better to just apologise on FB invite them in to discuss their post over a coffee , Give them a full refund and then a sacking letter with "its always unfortunate etc etc etc. Sadly no one feels comfortable treating your pets but there are many others out there who may wish to we are sorry for the misunderstanding best of luck for the future etc . Having gone away and thought about it, at the next practice they will be less likely to behave like twats, and there is nothing left to moan about in your direction.

RE: How NOT to respond to a bad review.

Martin Atkinson — Wed, 15 Jul 2015 18:09:42 GMT

[quote user="Hannah Wynne Richards"]

Makes me sound like a candidate for the Diplomatic Corps!

[/quote]And me as political spin doctor!

Actually I had some idiot email today via the website to ask if we did special payment terms for people on benefit because she was getting a cat. My reply was: 'If you can't afford a vet, you can't afford a pet'. That is as blunt as I usually get although I think a lot worse!!

RE: How NOT to respond to a bad review.

Hannah Wynne Richards — Wed, 15 Jul 2015 17:54:45 GMT

Makes me sound like a candidate for the Diplomatic Corps!

Wynne

RE: How NOT to respond to a bad review.

Niall Taylor — Wed, 15 Jul 2015 17:49:29 GMT

[quote user="Braden Collins"]If you let your cat turn into a shag pile carpet with drool running down its chin causing dermatitis, we recommend sedating it to be groomed. We consider sedation in these circumstances to be necessary and not to sedate to be cruel. Happy for you to go somewhere else. If you are so pumped up to bad mouth us perhaps we should send the RSPCA around for a judgement?[/quote]

Well, full marks for directness. Less so on the bedside manner though!

Niall

RE: How NOT to respond to a bad review.

Braden Collins — Wed, 15 Jul 2015 14:39:26 GMT

Probably right that I got a bit too much pleasure from this, but after nasty letters, him reporting me to the Vet Surgeons Board, him clicking on my google ads to consume my daily budget (confirmed by google),etc. it was great for him to show his colours a little bit in public.

RE: How NOT to respond to a bad review.

J G Wray — Wed, 15 Jul 2015 14:19:44 GMT

[quote user="Braden Collins"]One of our opposition clinics (some of you may recall the nasty letter I posted here a year or so ago - it's that practice) received a bad review recently. I thought the review was a bit harsh, but their response would have to be one of the worst I have ever seen. I thought it bad enough to share as a great example of what not to do.[/quote]

How do you spell Schadenfreude?

RE: How NOT to respond to a bad review.

Kirsten Simpson — Wed, 15 Jul 2015 14:14:27 GMT

O M G Is that for real? I can't believe that! I'm in charge of the practices FB page and I would never write something like that!!!