Facebook and negative reviews

RE: Facebook and negative reviews

Bob Russell — Tue, 01 Nov 2016 17:15:07 GMT

We will be encouraging some of our more reliable clients to review on Facebook but I don't know how many have Google accounts allowing them to review there!

RE: Facebook and negative reviews

Anthony Todd — Tue, 01 Nov 2016 16:09:15 GMT

[quote user="Bob Russell"]

(Why did this obnoxious pair of people not one star the 'up to 40% cheaper' practice that would/could not visit?)

B+stards!!!

[/quote]

Respond [slightly more politely] stating the facts?

RE: Facebook and negative reviews

Anthony Todd — Tue, 01 Nov 2016 16:03:55 GMT

[quote user="Arlo Guthrie"]Oh come on!!!! You're not telling them you prefer another client! It's a competition for the best review. If I enter a competition for writing a sentence, I'm not going to be offended if someone else writes a better one![/quote]

Can you not respond quoting the facts rather than asking for a "favourable review"?

I like hotels etc. that respond to bad reviews, provided they are not generic and are specific.

Usually bad reviews are a dissociated response to an entirely unrelated incident!

RE: Facebook and negative reviews

Bob Russell — Tue, 01 Nov 2016 15:46:00 GMT

We have almost dropped off the Google Places maps!

One suggestion is that the poor review may have affected our position on Google but I have to say I doubt this! We only appear if you zoom in on the map! Other practices (advertising with Google or not) appear when you Google vets Southampton, we are invisible unless you zoom in!

Was not like this in the past.

Bright ideas? Paranoia?

(Why did this obnoxious pair of people not one star the 'up to 40% cheaper' practice that would/could not visit?)

B+stards!!!

RE: Facebook and negative reviews

Michael Coe — Sun, 30 Oct 2016 16:52:25 GMT

This is very upsetting for all concerned. Social Media is a great marketing tool for getting the "word out about your practice and services". However there will always be Clients who do not want to "pay" and complain on your Facebook page.

I have worked with a number of UK Veterinary Practices designing and delivering training regarding marketing and Customer service. Client relations are always important to grow your practice and reputation!

However I have visited your Facebook page and read the comment which is unfavourable! So get this comment removed ASAP! How to do this:

1. Go to Facebook page and "click" on Facebook Management tabs- Help Centre -

2. "How do I delete a comment from a post on my page".

3 Follow the instructions here.

If this will not let you do this, then you have the "right" to contact Facebook and Report under Community Standards and have it removed. This is because you are the "Professional" and as I understand it, in UK Law under the Veterinary Surgeons Act 1966 etc- unqualified individuals such as the public are not able to make damaging comments on your professional care and practice, whilst you and your team undertake your legal duties!

Facebook normally contact you through email and ask further questions. They are American so may not understand UK laws. So if this happens explain that this may cause damage to your business and reputation and that you were conducting your legal professional duty ETC.

If there is some resistance by Facebook to the removal of comment, then contact your professional provider for Vet defence who can write a letter -stopping this situation. This you can email to Facebook who will then remove the post.

I have had to do this with copy right issues on Facebook - which they have to shut down as they do not want to face litigation!

Action ASAP and stop the rot!

RE: Facebook and negative reviews

grumpyoldman — Sun, 30 Oct 2016 15:09:44 GMT

I have never left anyone a bad review ,if its a restaurant i just go elsewhere in future ,which is I suspect what most people do with our businesses. So with a reasonable annual growth rate that is sustainable I am not convinced these things affect us financially, there are always going to be a few tight fisted nutters, its just crap having someone take a pop in public. Interestingly occasionally someone has a go in the waiting room, gets nasty etc, I invite them into a private space with a witness and politely explain why they would be better going elsewhere in future if the grievance is not genuine. To date this has not provoked an electronic backlash. The other clients in the waiting area are extraordinarily sympathetic to the practice perspective, and will make comments about the complainant. Most people seem to ignore extremely negative complaints because they involve, blood tests,money, X-rays, money ,ultrasound, money, tablets ,money , injections, money, hospitalisation, money . your car, money ,gold wheels, money,

The Utilities are something different, they are immune. I recently paid Western Power 21K to install a 3 phase 440V electricity supply into one of our premises to run a CT scanner. 10 months later after daily phone calls we switched it on. At one point they dug up the road outside and left 100m of very expensive cable exposed ,and popped in to say we will be back to cover and connect it in a few weeks mean while its not insured and if the Pikeys turn up with a rope and pull it out you will have to pay for a new one. I have an appointment with my MP, these utility infrastructure bottle necks are far more of a problem for business and industrial development than Brexit or the banks. The problem is clowns in high visability jackets finding ways not to do things between 10:30 am and 3:00 pm in the afternoon, because that is there working day and they are getting paid anyway.

RE: Facebook and negative reviews

Clare Tapsfield-Wright — Sun, 30 Oct 2016 00:42:55 GMT

[quote user="Glenn Hodgson"]

You can turn off the review function all together on the facebook Clare. I would raise an eyebrow if facebook reviews turned off, ask why and type in "'opticians name' review" into google (example below). It's easy for intelligent people, like the vast majority of clients, to filter out spurious reviewers.

I leave the odd review to compliment local businesses occasionally. If I have a problem I have all most always been able to sort it out in a respectable fashion. A 1 star review, IMO, is a bit meek without speaking to the people in question 1st.

However, British Telecom... Utterly terrible. Might go give them my 1st 1 star.

Threats to cut off out practice due to their incompetence. Taking money from our account that was not due. Multiple opportunities to fix their mistakes squandered. Ombudsman finding in our favor so nothing libelous here. If are with BT, move, FAST.

BT even have a special page for their complaints they are so good at getting them. We could all make our own complaints pages to hide the complaints from our main page. https://www.facebook.com/btcomplaint/

They have turned off reviews on their main page.

Here's the BT reviews elsewhere, after a brief hunt, 0.4/10 with over 2k reviews.

https://uk.trustpilot.com/review/bt.com

(sorry for the mild digression, I just really don't like them, at all)

[/quote]they did have a review option , just not taken up by punters

RE: Facebook and negative reviews

Aine Seavers — Sat, 29 Oct 2016 23:39:45 GMT

Very interesting

Do they run any business at all, where do they work, any review site to 'post on'

Neil

Great idea but sadly I suspect folks like these don't have a job -otherwise they would understand workplace rage concepts etc and understand how they would feel if someone did this to them. Being able to turn off only their review or even leave it adjusted so only their friends could see it- as one can do with comments on posts would be good-cos if they have any friends like them you dont want them either. My normally very polite nurse lost her cool one day when a constantly complaining wealthy scrooge client wanted a POM without being seen and threatened not to come back and tell all her friends-my nurse who was normally so polite responded with-that would be wonderful if you could tell ALL your friends as if they are anything like you we dont want them near the place. That silenced the client who very quickly afterward got a letter with the pet's medical history and told to please not enter the building again.

RE: Facebook and negative reviews

Glenn Hodgson — Sat, 29 Oct 2016 21:10:02 GMT

[quote user="Utlendigur"]

If you think BT is bad, try Scottish Power - 0.2/10 on trustpilot. Two and a half years down the line with them now, reams of letters and emails, not to mention hours spent on the phone to their useless call centre staff, an ombudsman ruling in my favour and still not sorted - and the ombudsman has closed the case without it being resolved because they are basically toothless. All they need to do is register my meter and send me a bill, but it is apparently beyond their capabilities....

[/quote]

Never phone them again. Send the letter with your requests and add £x00-x000costs, then 2 weeks later trot off down to court brandishing your ombudsman findings. will take less time in the long run.

RE: Facebook and negative reviews

Utlendigur — Sat, 29 Oct 2016 20:00:04 GMT

RE: Facebook and negative reviews

Neil Wheadon — Sat, 29 Oct 2016 19:49:42 GMT

[quote user="Robin Grimmer"]Interesting if you look at their other reviews on Google. They have written several reviews from hotels to pizza places to dog groomers. And guess what - they are all one star! You've just been unlucky and come up against a serial complainer.[/quote]

Very interesting

Do they run any business at all, where do they work, any review site to 'post on'

Neil

As an aside I believe airBNB can review the clientele that stay and several accommodation sites are looking into this, to weed out folks they don't want. My mother used to rent accommodation and once was hit with a demand by a client to refund the entire week because they's found a single non compliant cushion (for fire regulations) .........food for thought that one

RE: Facebook and negative reviews

Glenn Hodgson — Sat, 29 Oct 2016 19:19:47 GMT

However, British Telecom... Utterly terrible. Might go give them my 1st 1 star.

They have turned off reviews on their main page.

Here's the BT reviews elsewhere, after a brief hunt, 0.4/10 with over 2k reviews.

https://uk.trustpilot.com/review/bt.com

(sorry for the mild digression, I just really don't like them, at all)

RE: Facebook and negative reviews

Clare Tapsfield-Wright — Sat, 29 Oct 2016 17:38:06 GMT

Having read this thread and the importance of reviews on Facebook I thought I had better get down with kids and not be such an oldfashioned old fart so went onto the local opticians site. I need a new optician as mine has retired .

Modern optician , been open two years , flash website so clicked expectantly onto the review section. Not a single review good or bad.

Checked local vet practices and they don't seem to have a review option at all. All the local restaurants have one and seem very active so I am not in a geographical internet desert.

Has anyone on this list ever left a review for a dentist , doctor, vet, beautician, hairdresser or vet ?

RE: Facebook and negative reviews

Robin Grimmer — Sat, 29 Oct 2016 15:49:43 GMT

Interesting if you look at their other reviews on Google. They have written several reviews from hotels to pizza places to dog groomers. And guess what - they are all one star! You've just been unlucky and come up against a serial complainer.

RE: Facebook and negative reviews

Braden Collins — Sat, 29 Oct 2016 13:20:06 GMT

These reviews aren't that durable. Get 5-10 good reviews and that bad review becomes almost insignificant.

RE: Facebook and negative reviews

J G Wray — Sat, 29 Oct 2016 11:08:38 GMT

[quote user="grumpyoldman"]Taking a slightly wider view .......... I think its mostly about the durability of the media.[/quote]

Did anyone make this point in the thread about preferential treatment in respect of holidays for parents?

RE: Facebook and negative reviews

grumpyoldman — Sat, 29 Oct 2016 09:40:16 GMT

Taking a slightly wider view ,there does seem to be an unfairness about this type of "troll" behaviour. I think its mostly about the durability of the media. I remember working up a sick injured cat a few years ago, finding an airgun pellet that had travelled via body wall stomach spleen before coming to rest in a kidney . While under ga our attempts to contact the client failed so we went ahead and fixed it, it was fine . The client went mental and complained in writing to a local news paper saying our £400 bill was a terrible rip off as he had only signed for £250 worth of emergency treatment and investigations. Had he known the extra cost the cat would have been euthanised etc. I spoke to the editor who refused to print a retraction or a response ,which involved agreeing to write the account off as long as he agreed to take his emergencies elsewhere in future . The only saving grace about it all was that todays newspaper is tomorrows chip wrapper . it does not linger and hang around indefinitely like a blocked drain.

RE: Facebook and negative reviews

KathW — Sat, 29 Oct 2016 07:49:21 GMT

That's what I did yesterday

RE: Facebook and negative reviews

Aine Seavers — Sat, 29 Oct 2016 04:03:19 GMT

Why dont we all go to Bob's site and each like it-I just did-its easy and with all of us on this list then it helps with his overall like count easy peasy.

RE: Facebook and negative reviews

Bob Russell — Fri, 28 Oct 2016 14:55:58 GMT

New website has been created so the one you are looking at is our 'old' holding page. We just had problems with the company that held the account for our domain. They are no longer trading so it has been a bit of a struggle to get hold of control! Sorted now and we will be notified when the new site goes live!

Strange how much something like this can take the wind out of your sails! I had been quite anti Facebook so no real effort was put into it. Shame we did not delay it a week or two more!!!

(New site may be up tomorrow - possibly??)

Edit: Just found the new site hiding within the old one! Checking out why the home page is still the old one!!!

RE: Facebook and negative reviews

Braden Collins — Fri, 28 Oct 2016 14:12:05 GMT

I'll also throw out the links to our Facebook pages. Feel free to use any ideas you like on them (or if anyone thinks improvements could be made, please let me know as sometimes we miss things when we are too close.

https://www.facebook.com/eatonvet/ We have only had this once going since earlier this year and already have 729 likes

https://www.facebook.com/BunburyVets/ This is our original FB page and has been running around 4 years. I have neglected this one a bit recently in an attempt to grow our Eaton page.

RE: Facebook and negative reviews

Braden Collins — Fri, 28 Oct 2016 13:53:29 GMT

Couple of things to add to JG's post:

you need to get more likes on your page. 21 page likes has the same effect as a bad reviews. It acts as negative social proof. To need need to do some ads focusing on getting more likes (you can do that easily.
you need to promote your facebook page in general. People don't know it's there, especially your good, established clients who may have looked before. they can't give a good review if they don't know you have a page
ask for a review. Send an email to your good clients and ask for a review. Include a link to your Facebook page to keep it really simple. You don't need to offer a prize. A simple "we want more clients like you, and the best way you can help s do that is for you to give us a review". you might only get 1 in 10, but ask 100 people and you could have 10 5 star reviews
keep posting on facebook daily. get the cute puppies, nice old dogs, etc and get a photo of them in the clinic to put up on your facebook page. People will check out your page to see their pets and share it with their friends. We have a mobile phone in reception to do that so it's very quick and easy
When people like a post, you can invite them to like your page. When you have posted something, go back through the likes and invite everyone who liked the post.
When you get a good review, copy it into a post then promote the post - just 5 pounds with a targeted audience will get it out to lots of people who might then give a review
write an informative blog post weekly and put a link on your facebook page. Make your page informative as well as interesting
we do a monthly bravery award. This gives a great chance to share what you can do as well as really encouraging people to tell their friends to look at your page
I would change the banner photo on your facebook page. rather than your logo, put a staff photo or similar. Make yourself human.
invite your friends to like your page
I think you need to spend some more time on setting up the page well with your services and about sections.
Do a weekly post about a staff member. Let people know what drives your team and what you stand for.

I would also look at your website (i hope you don't mind a suggestion or two). Doing my bit of nosey work, I found if we go to http://www.hythevets.co.uk/ we get quite an old looking page. Click the Home button and we get something more modern and nicer. Is there a reason your home page isn't the landing page?

RE: Facebook and negative reviews

J G Wray — Fri, 28 Oct 2016 13:22:01 GMT

I've just spoken to our Facebook team and they reckon that drowning the rubbish is most successful with the following

1. A Lost/found story with an interesting twist - we've all got those

2. A new member of staff or departing and much missed member of staff story - doesn't have to be this week or even this month

3. A funny/quirky story - we have one running at the moment, big reach, lots of likes

RE: Facebook and negative reviews

J G Wray — Fri, 28 Oct 2016 13:08:34 GMT

Y'know, do you have any other method of client feedback in place? We have a picture of our Reception manager prominently displayed in the waiting room with a call to discuss any aspect of the practice, good or bad, with her on a mobile number. When we started this she had a certain amount of trepidation because it is direct contact. Then, as the "I just wanted to say..." stuff came through we got a measure of the disquiet. Thus (avoiding use of "so"), when the Facebook nonsense came up last month (The "CURSE" as it is known here) we had a sense of proportion - that was about a euthanasia with an unfamiliar client - and followed the advice Mr G has subsequently given. Temporarily at least, all is calm.

As for offering incentives, then we would only do so if there were an agreed to face-to-face meeting and it would be something in tune with our marketing , rather than something exceptional.

Have you offered a face-to-face?

RE: Facebook and negative reviews

Bob Russell — Fri, 28 Oct 2016 12:46:05 GMT

We will explain and direct a few to the Facebook page but it is up to them whether they review or not. I would rather have no reviews than contrived ones.

Might ask Neil Wheadon to write a review on what it is like to visit and locum here but that might just backfire if he thinks we are not very nice!!!