Template responses to online veterinary reviews
Veterinary practices can use these templates to guide response to online reviews. When writing responses, remember to avoid responding defensively or emotionally, and focus on the 3 Cs: compassion, confidence and competence. Also keep in mind that your responses, although directed at the reviewer, could influence current and prospective clients’ opinions of your practice.
The Online Reputation Management Primer for Veterinary Practices has additional information and guidance, including more advice and guidance for responding to complaints and criticism.
Templates for responses to favorable reviews
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Thanks, [name], for the kind words. We’re committed to providing high-quality care to our patients and great service to our clients, and we hope to see you again. As a small business, we appreciate your spreading the word and any referrals you can make.
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[Name], thank you for sharing your experience with us, and thanks for the kind words. We take pride in providing high-quality care and great service. We hope to see you again soon! As a small business, we appreciate your spreading the word and any referrals you can make.
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[Name], thank you so much for your kind words! We’re so glad to hear he’s still doing well, and we look forward to seeing you again! As a small business, we appreciate your spreading the word and any referrals you can make.
Templates for responses to reviews that are overall positive, but contain some criticism
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[Name], thanks for your feedback. We’ll take your suggestions to heart, and we hope to see you again.
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Thanks for your comments, [name]. We’re glad to hear that you’ve been pleased with the care our staff members provided to your pet – we think they’re pretty great, too! We’re sorry that you weren’t completely satisfied, though, and we hope you’ll visit again so we can prove our commitment to you.
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Thanks for your comments, [name]. We’re committed to providing high-quality care to our patients and great service to our clients. We’re sorry that you weren’t completely satisfied, though, and we hope you’ll visit again so we can prove our commitment to you. Please contact us at [phone or email] so we can get more information and address your concerns.
Templates for responses to negative reviews
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We’re sorry that you were disappointed with your experience at our hospital. We are committed to providing high-quality care to our patients and great service to our clients, and we apologize that we did not meet your expectations. We’d greatly appreciate it if you could contact us at [phone or email] so we can get more information and address your concerns.
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We’re sorry to hear that we fell short of your expectations for your pet’s care. We are committed to providing high-quality care to our patients and great service to our clients, and we apologize that we did not meet your expectations. We’d greatly appreciate it if you could contact us at [phone or email] so we can get more information and address your concerns.
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Thanks for your feedback, [name]. We were disappointed to read your comments and want to apologize for your negative experience. It has always been our priority to provide top-quality care for pets and excellent customer service to their owners. That being said, no staff is perfect and we are always looking for ways to improve! We take your comments seriously and invite you to contact us directly if there is anything in particular we can do to remedy the situation. Thanks for taking the time to review us. We value your input.
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Thank you for your review. Please accept our sincere apologies that your experience at our hospital did not meet your expectations. Based on what you've stated in your review, we did not meet our own expectations for the level of client service we strive to provide. We welcome the opportunity to speak with you and determine if we can implement any changes for improvement. Please call us at [phone] and speak with either myself or the veterinarian you saw during your visit.
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We take our online reviews seriously, as everyone at our clinic is very passionate about what we do and we truly care about the well-being of each of our patients. Also, providing you with great customer service is very important to us. I am sorry that [pet's name]'s need for diagnostic tests did not get communicated as clearly as it could have been. I understand how frustrating it must have been to feel that your questions were not answered. I would like to make sure that we do get the questions you have answered, as [pet's name]'s well-being is our top priority; so I will be in contact within the next 24 hours. We will be sure to review this case with our staff to see how we may better communicate and provide better customer service in the future. I do want to apologize for any additional stress the visit may have caused, as I'm sure you're worried about your pet. Please let me know if you have any further questions, and I'll be in contact soon. Thank you for taking the time to express your thoughts.
Related resources
Responding to complaints and criticism