Page 84 - Client Coordinator

How to respond: FOUR of FIVE star reviews:

 Be personal yet professional and custom for each one by writing something
like: “Thank you so much for the kind words. We take pride in helping pets
and making the lives better for our clients. If you have any friends or
family with pets, please send them to us!”

THREE stars or less, or any negative reviews:
 CALL THIS CLIENT IMMEDIATLEY (if after 9 AM). Do not go onto other tasks!
When speaking to this client ask questions. Sympathize with them. See the
problem from THEIR point of view. Do not argue. Do not tell them they are
wrong. Find out what happened. Do what it takes to solve AND PREVENT
the problem. You may have to take a message and investigate.
 IMMEDIATELY respond to the review (regardless of whether or not you
reached them) by writing: “We are very sorry you did not have a good
experience with us. Please call us at 972-335-9292. Ask for “_____” or
“______”. We will try to do everything we can to help you and prevent
this from happening again.”
 After the issue has been properly handled ask the client if we have resolved
the issue and made them happy. If so, ask them politely if they could
remove the negative review or replace it with a positive one. Them our goal
is “FIVE-STAR service” always!
 Our goal is to get the review REMOVED and REPLACED with a 5-star rating.

Before you write anything keep in mind that great business replies:
 Are brief and polite.
 Tell readers what you’ve done to address the issue or concern raised by the
reviewer.
 Are explanatory and professional.
 Provide correct information when a review contains something inaccurate
or out-of-date.
 Show that you listen to your customers and are proactive in following up
with them to address any feedback they have.

How NOT to Respond:
 Do not reply when you are upset. Wait until you have had time to think
about the review and situation and can address it in a constructive way.
(Bad reviews 3 stars or less receive a phone call, do not call until
information has been gathered and make sure you are not upset.)
 Use the business comments as a forum for advertising.

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