By Brian Bourquin, DVM
One area where I think that our clinic, Boston Veterinary Clinic, has really shown and allowed us to grow with over 150 new clients a month are our wonderful reviews. Unlike other practices that wait in fear for the dreaded “1 STAR” Review, we took a more active role in preserving our reputation and good name. First, we actively ask clients that have a great experience to share it on sites where people will review practices. This starts you out on a solid platform. A 1 star review does not mean as much against a sea of 5 stars. Secondly we are proactive. We do not wait for that bad review; we contact pet owners immediately when we know it went less than perfect at least in the pet owners eyes. Lastly, don't take it lying down. We have had a number of clients that once they felt listened to, we acknowledge that mistakes happen. It's how you handle those mistakes that really matters and a few of our detractors are now our biggest cheerleaders!
The views and opinions expressed in this article are those of the author and do not necessarily reflect the position of the Unchartedvet.com editorial team.
ABOUT THE AUTHOR
Fueled by childhood dreams of being a keeper at his own zoo, Dr. Bourquin realized his path to a career in veterinary work at a young age. His journey began with becoming valedictorian of his high school class and continued with graduation from Cornell University, the number one school in the US for veterinary medicine. After 13 years a Boston veterinarian, he founded Boston Veterinary Clinic in 2012, placing an emphasis on trust, compassion and top-level patient care.