The importance of receiving feedback in veterinary medicine can’t be overstated. Are you collecting client feedback at your veterinary business? If not, you may be missing points that could help you grow and retain clients better in the future.
Client feedback allows you to better understand the perception of the care you’re offering your clients and lets you change things on the fly if needed. By asking your clients for comments and feedback, you show that their opinions matter to you. Engaging them for help in creating your business will make them more invested in it, and listening to their voice aids in the development of stronger client relationships. This isn’t just about the operations of your veterinary business—it’s about your marketing, too. A strong client feedback campaign is the most effective way to attract devoted brand ambassadors who will spread positive words about you.
Your PetDesk website can be your client feedback hub!
Having endless forms and automation built into your website is critical for growth, but it’s also essential for the operations of your business.
You can add a client feedback form to your website and create a custom experience based on the answers built into your form. Let’s look at two possible scenarios for this new workflow.
1. A happy client leaves feedback:
A new client brings in their new puppy, has a wonderful visit, and is excited for a lifetime of care with your team. You can direct them to the client feedback form by offering them a link or QR code at checkout. They fill out the form and rave about how happy they are with their experience. Since they were optimistic about their visit, PetDesk’s smart logic drops them on a landing page and invites them to leave reviews on Google, Facebook, and Yelp!
2. An unhappy client leaves feedback:
A new client brings in their new puppy, has a stressful visit, and plans on never coming back. You can direct them to the client feedback form by offering them a link or QR code at checkout. They fill out the form, explain how much they disliked their visit, and tell you why they are never coming back. In this case, we use smart logic to drop them on a private page, letting them know that someone will be reaching out to make things better for them. A special notification also gets sent to the practice manager (or anyone else you’d like), letting them see the feedback so they can personally reach out. This gives your team the ability to jump in before they start leaving negative reviews.
Client feedback can help with your online review scores
There’s no doubting the importance of an excellent online reputation. It’s your most powerful tool for attracting and obtaining new clients in today’s digital world.
85% of consumers trust online reviews as much as they do personal recommendations. According to recent healthcare studies, 75% of people have searched online to find a doctor, and 74% say online reviews are helpful when choosing a provider. 61% say they won’t consider a provider with an average star rating lower than 4 out of 5. In veterinary medicine, it’s just as easy to have a bad day and get a one-star review as it is to go above and beyond and get a five-star review.
Client feedback helps you run a better veterinary business
The most effective approach to keep your veterinary practice fresh and efficient is to create a culture of open communication among all employees, where any idea that may help the company is welcomed and discussed.
One of the most powerful strategies for generating psychological safety in your veterinary team is to share and analyze patient comments openly. Once teammates have developed trust, constructive conversations about improving the practice’s performance for the benefit of patients may begin.
Continuous feedback is the only foolproof way for veterinarians and practice teams to become the patient-centric businesses they genuinely strive toward.
What do you need to get started with better client feedback?
PetDesk has all of the tools you need for better client feedback. PetDesk offers endless utility with digital veterinary forms that can collect feedback, request appointments, add users to an email marketing list, or enter the user into automation of anything you’d like them to accomplish on your website.
PetDesk Marketing is also here to offer real-time veterinary review management while you focus on caring for animals. That means if you get a bad or fake review, we’ll be there to help!
You can even use the PetDesk App for advanced communication and messaging tools designed to further drive engagement with pet parents before and after their visits with you.
Your patients are your most important source of information about how well your practice is doing and the quality of care you and your team are delivering, so start capturing their thoughts and improving your veterinary experience for everyone!
Veterinary client feedback FAQs
Q. Why is client feedback important for my veterinary business?
A. Client feedback offers insights into the perception of the care you’re providing. By understanding and addressing your clients’ needs and concerns, you can improve your services, foster loyalty, and attract more clients.
Q. How can I use the PetDesk website for client feedback?
A. PetDesk provides endless forms and automation capabilities built into your website, crucial for growth and operations. With a client feedback form, you can direct clients to leave feedback, and, depending on their responses, offer customized experiences or direct them to relevant landing pages.
Q. What happens when a customer leaves positive feedback on PetDesk?
A. If a client leaves positive feedback, PetDesk’s smart logic can redirect them to a landing page inviting them to leave reviews on platforms like Google, Facebook, and Yelp, enhancing your online presence.
Q. How does PetDesk handle negative client feedback?
A. For clients who leave negative feedback, PetDesk’s system can direct them to a private page assuring them of a follow-up. A special notification can also be sent to practice managers or relevant personnel to address the feedback and prevent negative online reviews.
Q. How does client feedback influence online reputation?
A. Online reviews significantly affect a veterinary business’s reputation. 85% of consumers trust online reviews, and a large portion considers online ratings when choosing providers. By encouraging and addressing client feedback, you can improve your online review scores and attract more clients.
Q. Can client feedback impact the culture of my veterinary practice?
A. Absolutely. Open communication and a culture of feedback can foster psychological safety within your team. By sharing patient comments and encouraging constructive conversations, teams can collaborate better and improve the practice’s performance for the benefit of patients.
Q. How does PetDesk support veterinary review management?
A. PetDesk’s review management team provides real-time veterinary review management. If your practice receives a negative or fake review, PetDesk’s team is there to assist, ensuring that your online image remains positive.
Q. What tools does PetDesk offer for better client engagement?
A. Apart from feedback forms, PetDesk offers online forms for appointments, email marketing lists, and user automation. Advanced communication tools from PetDesk can also be used to enhance engagement with pet parents before and after their visits.
Q. Why should I start collecting patient feedback now?
A. Patient feedback is a valuable source of information about your practice’s performance and the quality of care being delivered. By collecting and addressing feedback, you can continually refine your services and ensure patient satisfaction.
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