June 2019

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Legal Risk Management in Responding to Negative Online Reviews
Originally Published in 
Today's Veterinary Business 
June/July 2019

Most people today have social media accounts that they use to keep in touch with friends, to read the news, to scroll through pages of cute animal pictures and more. We also use online resources to make everyday decisions, including choosing doctors, restaurants and movies. Today, virtually every service, from hair dressers to plumbers and beyond, is chosen in part based upon their online ratings and reviews. In fact, 72% of customers say they rely heavily upon online reviews when choosing services.

As a consumer, this can seem like a great way to weed out poor choices and find the best service. In fact, 87% of consumers say that a business needs a rating of at least three stars for them to even consider using them.

From the business owner's point of view, though, these reviews can cause frustration, especially the negative ones which even have the potential to impact self-esteem. 

Struggling with Practice Culture?

Concierge Service

Our Human Resources department offers a  Culture Improvement Plan to assess and help repair your practice's culture.  Starting with an on-site audit of your working environment and HR processes, we will then provide you with a detailed report which will outline a project plan to address your practice's individual needs.  We will support and coach you through the implementation which will be tailored to your practice. 

For $6,950.00 (paid in 2 monthly installments), services will include:
  • 1 on-site culture and HR audit
  • 10 hours of HR service to be used as needed.
  • VBA's monthly newsletter
  • VIP status - top of the priority list when you call for help
  • 10% discount on all VBA Products 
Your package can be used as needed over the course of 12 months. This will help ensure your success and enable your hospital to grow as you add our professional services when they make the most sense for you. 

In This Issue
During-Visit Service
Here's a simple, straightforward and universally true statement that will set the context for this entire article: You'll retain more clients if you treat them well. This includes treating them well while they're at your practice for an appointment. One of the most effective ways to boost your level of service is to put yourself in the shoes of a client as he or she walks in your front door.

VBA Extern
Kyle Granger 
Kyle L. Granger, Jr. is a Fourth Year Student at the University of Wisconsin-Madison. Prior to starting his Fourth Year, Kyle served as the National & Chapter President of the Veterinarians as One Inclusive Community for Empowerment (VOICE), Chapter President of the Student American Veterinary Medical Association (SAVMA), the Chapter Secretary of the Veterinary Business Management Association (VBMA), and the Clinic Administrator for Wisconsin Companion Animal Resources, Education, and Social Services (WisCARES). He also currently serves in a multitude of Student Ambassador positions including-but not limited to-AVMA | PLIT, Merck Animal Health, VCA Hospitals, and Zuku Review.  Kyle's interests are vast and varied; as such, he is currently keeping his options open post-graduation but knows that no matter the job, he plans to serve his community as best he can. 

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