Reviews

Review Management Based in Empathy

Whether it’s repairing or strengthening a relationship… no one does it quite like us.

WHY THIS MATTERS

The problem isn’t just bad reviews. It’s what happens after

In a perfect world, every review would be glowing. But in real life, things get messy – appointments run late, communication gaps happen, emotions run high. And when pet owners vent online, the stakes are more than just public image.

Managing reviews isn’t just marketing. It’s relationship management. And it needs to be handled with empathy, precision, and consistency.
A negative review can damage community trust, demoralize your team, and cost you future business. Many veterinary team review responses fall into one of two traps:
Too defensive, making the situation worse
Too robotic, missing the opportunity to strengthen bonds
How it works

How it works

Positive Reviews

Our Co-Founder and CEO is one of the industry’s leading voices on client relationships and review management. Our reputation specialist team will actively monitor and respond to all reviews on Google, Facebook and Yelp.

For every review that is 4-stars or higher, our team crafts personalized responses tailored to the available context. Our replies emphasize gratitude, strengthen relationships, and reflect the personal touch your practice prides itself on.
Sub 4-star reviews

Mixed or negative reviews require special care. Our reputation specialist contacts your designated point person, providing

  1. The original negative review
  2. An expertly crafted suggested response
  3. An opportunity for your additional context or feedback

Our job is to defuse, empathize, and demonstrate that you genuinely care – while completely removing this stressful task from your plate.

Review Generation

To help your practice effortlessly generate more positive reviews, our graphic designer will create a bespoke branded poster for your practice based on the interior design of your waiting room. This poster will highlight your unique brand promises and will include a convenient QR code that links directly to your Google review page.

Clients simply point their phone at the QR code, click the link, and can instantly begin writing their review.

FAQs

Frequently asked questions

Do you respond to every review?
Yes. We monitor and respond to every review your practice receives on Google, Facebook, and Yelp – whether it’s a glowing 5-star or a tricky 2-star. Every response is crafted with care, not copy-pasted templates.

We’ll notify your designated point person and send you a suggested response, written with empathy and professionalism. You’ll have the chance to weigh in or approve it as-is. Nothing goes live until you’re comfortable with the message.

Definitely. We design a custom-branded in-clinic poster featuring your practice’s values and a QR code that links directly to your Google review page. It makes it easy (and inviting) for happy clients to leave a review before they walk out the door.
Our reputation specialists are trained in emotionally intelligent communication and veterinary client dynamics. Every response is written to ensure it aligns with your tone and brand.
While we can’t guarantee removal (only the platform can), we’ll flag clearly fraudulent reviews and escalate them using each platform’s official process. We’ll also help you respond appropriately if the review remains.
Absolutely. We start by learning your voice and preferences. Whether you lean warm and friendly or polished and professional, we tailor responses to reflect the experience you deliver in person.
Not at all. The biggest ROI often comes from engaging with positive reviews – turning happy clients into loyal advocates. Our responses make sure every compliment reinforces your reputation.
Almost none. You’ll only hear from us if there’s a negative review and we need your input. Otherwise, we handle everything behind the scenes.
It’s a monthly service with no long-term contract. You can start or stop anytime – but we’re confident you’ll see the value quickly.

Ready to take control of your reviews?

We’ll make sure your outreach reflects your real-world excellence. Schedule an initial meeting with us to inquire further or get started.

“Since working with Digital Empathy, the amount of new clients we are receiving from google ads and our website has grown significantly. We have also had our best month since we opened.”
Dr. Daughtry, State of The Heart Veterinary Care