§01 Reputation management
Reputation management
Every client asked for a review, and a monitored inbox so a negative review gets a response within 6 hours — by us, or by you.
§02 Why it matters
Why it matters
74% of pet owners trust practices with strong reviews, and 72% read at least five before booking
Pet owners read the bad reviews first and the reply second. An unanswered complaint reads as indifference; a calm, prompt reply often reads better than no complaint at all.
§03 What we do
What we do
- Ask every client for a review — no filtering by who seems happy, no incentives
- Monitor your reviews daily across the platforms that matter
- Reply to negative reviews (1–2 stars) within 6 hours, or alert you within 6 hours if you would rather reply yourself
- Reply to everything else within 48 hours
- Keep patient details out of public replies, always
- Report new reviews, your average and every reply, whoever posted it
§04 What you'll notice
What you'll notice
Your review count climbs steadily rather than in bursts, and nothing negative sits unanswered overnight.
§05 Being straight
Being straight with you
Reviews build over 3–6 months, and we will not filter who gets asked or offer anything in exchange for one — both breach the FTC's rules and Google's. That means the occasional bad review, answered well, rather than a suspiciously perfect profile.
§06 What we need
What we need from you
- Manager access to your Google Business Profile
- A decision on who replies: us in your voice, or you after our alert
- A quick response when a review needs clinical context we do not have
§07 Plans
Which plans include it
Included on: Growth, Complete
As an add-on: $208/mo — Standalone. Included in Growth and Complete.
See all plans and prices§08 Questions
Questions we get asked
- Can I reply to reviews myself?
- Yes — you choose. We can reply for you in your voice, or we can alert you and you reply yourself. Either way the 6-hour window applies: to our reply, or to our alert.
- How fast do you respond to a bad review?
- Negative reviews of one or two stars get a response within 6 hours. Everything else is answered within 48 hours.
- Do you only ask happy clients for reviews?
- No. Every client is asked. Filtering for positive reviews — sometimes sold as “review gating” — breaches the FTC's rules and Google's policies, and it is obvious to anyone reading a profile with no criticism in it.
- Will you mention my patient in a reply?
- Never. Public replies contain no patient details, no confirmation that someone is a client, and nothing clinical. California confidentiality rules apply to veterinary records, and a reply is a public document.
- Can you remove a bad review?
- Only if it breaches the platform's policy — spam, a competitor, or someone who was never a client. We will report those. A genuine unhappy client cannot be removed, and the reply is what other readers judge you on.