Author Archives: Linda

Ever been so upset about a negative review you want to sue???

We work with helping businesses handle and improve reputations, especially negative reviews, every day.  Sometimes those reviews are posted by someone out for revenge, in spite, or from a competitor who wants to take the competition down.
Recently a construction company in Fairfax, VA was so upset about a negative review a woman customer left on Yelp, they sued her, AND WON.
It seems she didn’t want to pay her bill, and instead threatened to post the negative reviews unless the company forgave the debt and stopped harassing her.
“Attorneys say legal actions over online reviews are on […]

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Cat owner threatens to bring AK-47 to veterinarian office after cat dies

The headline says it all, doesn’t it?  In the wake of the Sandy Hook shooting, anyone threatening to bring a gun while they are upset is, well, crazy.
Here is a link to the story: Cat owner threatens to bring AK-47 to veterinarian office after cat dies

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Obamacare is for humans, right?

According to an article in DMV360, experts are predicting the tax costs associated with medical equipment will impact the cost of veterinary care.  Here is an excerpt from the article:
“Veterinarians may notice an increase in the cost of some medical devices in 2013. A provision of the Patient Protection and Affordable Care Act, the healthcare law signed by President Barack Obama in 2010, includes a 2.3 percent tax on the sale of medical devices by the manufacturer or importer.
Although veterinary healthcare is not addressed in the Affordable Care Act, equipment intended for human use but […]

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How important are reviews on major review sites – check this out

Most would agree that online reviews are gaining much more importance in how well a business does, or does not do.  There is so much information available online that any question a person has about anything or any one, chances are there is someone who has commented on that very topic.  And I don’t know about you, but I am slightly disturbed if I search for something and don’t find a review about it somewhere.
Reviews are valuable information.  They tell us things that we want to know and frequently they help us decide what attitude […]

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Are you providing house call services? Here is someone who is successfully

As you have long been aware, house call services are becoming more popular with pet owners, willing to pay more for the convenience and personal service a veterinary house call can provide. VetLocator’s house call directory is a very popular destination for pet owners, and while we don’t survey owners on why they are seeking a house call, we can say housecalls are getting more popular here.
I came across an article in The Hearld News on a house call veterinarian in New York who is doing many things right, for her market.  I suspect this […]

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Do Sonic bug repellants work?

Personally, I don’t know of anyone who has not tried one of those sonic pest repellants.  You know, those small plastic devices that plug into an outlet and are supposed to drive away roaches and rats and other annoying pests through the high pitched sound they emit.
We’ve tried them over time, not once but three different times, each time hoping they’d have an effect, ANY effect, on the problem.  And each time the answer was nope.
It has been awhile since we even bothered with those things, but today I was reminded of them when I […]

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Customer complaints – there are 5 types. Here’s how to handle them.

We put a lot of focus on pet owner reviews because bad reviews from pet owners will hurt your practice tremendously.
Knowing how to keep pet owner upsets to a minimum is the best thing.  Following that is how to handle a pet owner who is upset so the problem gets solved quickly within your organization and does not become viral on the internet as the first thing a potential pet owner sees when they search for your name.
Inc. Magazine online has a great article about 5 different types of customer complaints and how to handle […]

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Keeping abreast of pet owner needs by asking the right questions

There are times when you need answers in order to make correct decisions for your business.
Decisions such as “Should I invest in the latest equipment for our surgery?” or “I wonder if adding a mobile unit would be a wise decision” to “Should we put review cards in our lobby or have the staff hand them to the owners when they are done with their appointment?”
Asking questions is important; asking the right questions is vital.
In fact, if you aren’t asking the right questions or you’re asking the wrong questions, you could be heading for big […]

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A record number of new pet products are about to launch, and most of them fall in the natural, organic or healthy category

We just received a press release that an upcoming tradeshow being held in March will showcase a record number of new pet product brands, all in the natural, organic and healthy living categories.
It’s interesting to note this growth, especially because so many market segments are in the doldrums.
The trade show is Natural Products Expo West, a natural, organic and healthy living tradeshow in the world since its inception over 30 years ago. The trade only event will be held March 8 – 11, 2012 at the Anaheim Convention Center and will play host […]

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The Better Business Bureau

Online reputation management is more important than ever, and if you are a small business that is reviewed online by your customers, you know how important it is to have positive reviews showing, especially on trusted sites like Google Places and the Better Business Bureau.
In light of this, wouldn’t you be alarmed if you received a complaint notice via email from the Better Business Bureau?
There is a scam currently circulating where small businesses are receiving an official looking email supposedly from the Better Business Bureau telling the owner they have received a complaint on the […]

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