{"componentChunkName":"component---src-templates-blog-post-js","path":"/blog/tomorrows-wow-what-actually-generates-5-star-reviews-for-veterinary-clinics","result":{"data":{"post":{"content":{"childMdx":{"body":"function _extends() { _extends = Object.assign || function (target) { for (var i = 1; i < arguments.length; i++) { var source = arguments[i]; for (var key in source) { if (Object.prototype.hasOwnProperty.call(source, key)) { target[key] = source[key]; } } } return target; }; return _extends.apply(this, arguments); }\n\nfunction _objectWithoutProperties(source, excluded) { if (source == null) return {}; var target = _objectWithoutPropertiesLoose(source, excluded); var key, i; if (Object.getOwnPropertySymbols) { var sourceSymbolKeys = Object.getOwnPropertySymbols(source); for (i = 0; i < sourceSymbolKeys.length; i++) { key = sourceSymbolKeys[i]; if (excluded.indexOf(key) >= 0) continue; if (!Object.prototype.propertyIsEnumerable.call(source, key)) continue; target[key] = source[key]; } } return target; }\n\nfunction _objectWithoutPropertiesLoose(source, excluded) { if (source == null) return {}; var target = {}; var sourceKeys = Object.keys(source); var key, i; for (i = 0; i < sourceKeys.length; i++) { key = sourceKeys[i]; if (excluded.indexOf(key) >= 0) continue; target[key] = source[key]; } return target; }\n\n/* @jsx mdx */\nvar _frontmatter = {};\n\nvar makeShortcode = function makeShortcode(name) {\n  return function MDXDefaultShortcode(props) {\n    console.warn(\"Component \" + name + \" was not imported, exported, or provided by MDXProvider as global scope\");\n    return mdx(\"div\", props);\n  };\n};\n\nvar layoutProps = {\n  _frontmatter: _frontmatter\n};\nvar MDXLayout = \"wrapper\";\nreturn function MDXContent(_ref) {\n  var components = _ref.components,\n      props = _objectWithoutProperties(_ref, [\"components\"]);\n\n  return mdx(MDXLayout, _extends({}, layoutProps, props, {\n    components: components,\n    mdxType: \"MDXLayout\"\n  }), mdx(\"p\", null, \"You've heard of doom scrolling - something the current media climate leads us into doing far too much. Well the truth is, reading veterinary reviews (despite the news coverage you see) is often more like delight scrolling. For every 1 star review we see a practice receive, we see 51 five star reviews for them on PetsApp. People are generally more likely to leave a review after a negative experience, and yet only 1.4% of all reviews clinics receive on PetsApp are 1 star reviews. So negative reviews are rare, and yet think of the mind space they tend to occupy. So, what actually generates 5 star reviews for veterinary clinics? We've created a 10 step guide with additional learning tools for you to see how to generate tomorrow's WOW.\"), mdx(\"h1\", null, \"The Waiting Room\"), mdx(\"p\", null, \"Imagine you are a pet owner who\\u2019s just entered your waiting room and been directed to take a seat while waiting for their consult slot. What brought you to this moment? How are you feeling? What are you thinking? What do you expect is about to happen? What is expected of you?\"), mdx(\"h2\", null, \"\\u2B50 1. Start with the Client\\u2019s Emotional Journey\"), mdx(\"p\", null, \"Pet owners arrive feeling:\"), mdx(\"ul\", null, mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Anxious\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Uncertain\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Overwhelmed\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Unsure what\\u2019s expected of them\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Worried about judgement, cost, and outcomes\")), mdx(\"p\", null, \"Reviews are often emotively led, driven by how clients feel, not the clinical outcome.\"), mdx(\"h2\", null, \"\\uD83D\\uDDE3\\uFE0F 2. Make the Invisible Work Visible\"), mdx(\"p\", null, \"Clients can\\u2019t always immediately understand clinical expertise and if they can't see or understand what you are doing or have done, they can't value it.\"), mdx(\"p\", null, \"Avoid saying: \\u201CShe\\u2019s fine\\u201D\\nInstead say: \\u201CI\\u2019ve checked her heart, lymph nodes, abdomen, and joints\\u2014everything looks normal\\u201D\"), mdx(\"p\", null, \"Clearly explain:\"), mdx(\"ul\", null, mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"What you checked\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"What you ruled out\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"What you\\u2019re considering\")), mdx(\"p\", null, mdx(\"a\", _extends({\n    parentName: \"p\"\n  }, {\n    \"href\": \"https://www.youtube.com/watch?v=zbby9HkLycE\"\n  }), mdx(\"img\", _extends({\n    parentName: \"a\"\n  }, {\n    \"src\": \"//images.ctfassets.net/oa5wb8sed8k2/69ZygvU8Fg6VL10rU3pcTx/77bb46f212dc80fbbfc7eac558e2bb5b/Copy_of_Copy_of_Copy_of_PetsApp_Together_in_Partnership_with_SPVS_Banner_Orange__5_.png\",\n    \"alt\": \"Tomorrow's WOW:  What actually generates 5 star reviews for veterinary clinics?\"\n  })))), mdx(\"h2\", null, \"\\uD83E\\uDDE0 3. Show Your Thinking (Not Just Your Decisions)\"), mdx(\"p\", null, \"Share your clinical reasoning:\\n\\u201CThere are 3 possible causes\\u2014this is the most likely, but we\\u2019ll rule out the others\\u201D\"), mdx(\"p\", null, \"Explain what you didn\\u2019t do:\\n\\u201CWe could X-ray, but I don\\u2019t think it\\u2019s needed right now\\u201D\"), mdx(\"p\", null, \"Builds trust faster than outcomes alone\"), mdx(\"h2\", null, \"\\uD83D\\uDCAC 4. Communicate Expectations Clearly\"), mdx(\"ul\", null, mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Before the visit: Tell clients what to expect and bring\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"During:Explain what\\u2019s happening in real time\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"After:Give a clear plan and next steps\")), mdx(\"p\", null, \"\\uD83D\\uDC49 Confusion = negative reviews\\n\\uD83D\\uDC49 Clarity = confidence + 5 stars\"), mdx(\"h2\", null, \"\\uD83E\\uDD1D 5. Treat Clients as Partners, Not Passengers\"), mdx(\"p\", null, \"Help them understand costs\\nGive them guidance for sharing decisions and explaining why to family members\\nProvide layman's summaries, curated for the pet owner not just clinical notes\"), mdx(\"p\", null, \"\\uD83D\\uDC49 Example:\"), mdx(\"p\", null, \"\\u274C \\u201CMedication as directed\\u201D\\n\\u2705 \\u201CWe ruled out X and Y, believe it\\u2019s likely Z, and here\\u2019s the plan\\u201D\"), mdx(\"h2\", null, \"\\u2764\\uFE0F 6. Reduce Anxiety in Key Moments\"), mdx(\"p\", null, \"Biggest emotional gaps:\"), mdx(\"ul\", null, mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Waiting room uncertainty\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"During procedures\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"The car ride home\")), mdx(\"p\", null, \"High-impact actions:\"), mdx(\"ul\", null, mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Send a quick update (photo/video during procedures)*\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Follow up after the visit\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Check in with a simple message\")), mdx(\"p\", null, \"*This simple action is the by far the highest 5 star review driver. A great example of how even the smallest level of effort can drive a high level of emotional impact. \"), mdx(\"h2\", null, \"\\uD83D\\uDCF2 7. Design Moments Around the Consult\"), mdx(\"p\", null, \"Don\\u2019t rely on the consult alone\"), mdx(\"p\", null, \"Add touchpoints:\"), mdx(\"ul\", null, mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"A warm, guided welcome will help new clients especilly to feel at ease\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, mdx(\"a\", _extends({\n    parentName: \"li\"\n  }, {\n    \"href\": \"https://petsapp.com/features\"\n  }), \"Use a Scribe for the consultation\"), \"; facilitates a face to face consultation and will generate client friendly summaries for you\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Post-visit follow-up message\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Friendly \\u201Cnudge\\u201D instead of transactional reminders\")), mdx(\"p\", null, \"\\uD83D\\uDC49 The client experience happens before, between and after visits, not just during them\"), mdx(\"h2\", null, \"\\uD83D\\uDC69\\u200D\\u2695\\uFE0F 8. Highlight the Whole Team\"), mdx(\"p\", null, \"Build trust by showing team expertise: \\u201CSarah will take care of this\\u2014she\\u2019s excellent at blood draws\\u201D\"), mdx(\"p\", null, \"Makes the clinic feel like: A team of experts (not just one vet). Support your team so they can deliver consistently.\"), mdx(\"p\", null, \"Great experiences require:\"), mdx(\"ul\", null, mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Systems + infrastructure\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Not just effort\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Empower staff to:\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Solve problems in real time\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Act without friction\")), mdx(\"p\", null, \"\\uD83D\\uDC49 Happy teams \\u2192 better client experiences \\u2192 more 5-star reviews\"), mdx(\"h2\", null, \"\\u26A0\\uFE0F 9. Fix Communication Failures (Not Clinical Ones)\"), mdx(\"p\", null, \"Most 1-star reviews are caused by:\"), mdx(\"ul\", null, mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Poor communication\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Misaligned expectations\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Lack of transparency\")), mdx(\"p\", null, \"\\uD83D\\uDC49 Not poor medicine\"), mdx(\"p\", null, \"Clients can\\u2019t evaluate, they can only judge. They've no way to be able to evaluate surgical skills or diagnostic reasoning but they can review:\"), mdx(\"ul\", null, mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Cleanliness\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Care\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Clarity\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Communication\")), mdx(\"p\", null, \"\\uD83D\\uDC49 By judging what they see clients try to infer what they can\\u2019t\"), mdx(\"h2\", null, \"\\uD83C\\uDF1F 10. Create \\u201CWOW\\u201D Moments That Drive Reviews\"), mdx(\"p\", null, \"5-star reviews come from:\"), mdx(\"ul\", null, mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Feeling understood\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Feeling reassured\"), mdx(\"li\", {\n    parentName: \"ul\"\n  }, \"Feeling cared for\")), mdx(\"p\", null, \"Examples:\"), mdx(\"p\", null, \"A thoughtful follow-up message\\nA clear explanation\\nA quick recovery update\"), mdx(\"h2\", null, \"\\uD83D\\uDD11 Key Takeaway\"), mdx(\"p\", null, \"Clients don\\u2019t review clinical quality, they review how you made them feel:\"), mdx(\"p\", null, \"\\uD83D\\uDC49 Better communication \\u2192 better understanding\\n\\uD83D\\uDC49 Better understanding \\u2192 stronger trust\\n\\uD83D\\uDC49 Stronger trust \\u2192 more 5-star reviews\"), mdx(\"p\", null, \"It's good to note that 5 star reviews are not simply a vanity exercise to boost your ego! They are what organically help to bump you up that search engine list on Bing or Google every time pet owners in your area type: 'Vets near me'.\"), mdx(\"p\", null, mdx(\"img\", _extends({\n    parentName: \"p\"\n  }, {\n    \"src\": \"//images.ctfassets.net/oa5wb8sed8k2/42k64W8Jf1YZ5W6TcLC9T4/4e6f272a7b994f2875e68637d70fb292/Copy_of_Copy_of_Copy_of_PetsApp_Together_in_Partnership_with_SPVS_Banner_Orange__7_.png\",\n    \"alt\": \"https://www.youtube.com/watch?v=wkNW2igxw4A&t=3s\"\n  }))));\n}\n;\nMDXContent.isMDXComponent = true;","excerpt":"You've heard of doom scrolling - something the current media climate leads us into doing far too much. Well the truth is, reading veterinary…"}},"showOnSearchEngines":true,"publishedDate":"2026-04-21T00:00+01:00","slug":"tomorrows-wow-what-actually-generates-5-star-reviews-for-veterinary-clinics","title":"Tomorrow's WOW:  What actually generates 5 star reviews for veterinary clinics?","excerpt":{"excerpt":"You've heard of doom scrolling - something the current media climate leads us into doing far too much. Well the truth is, reading veterinary reviews (despite the news coverage you see) is often more like delight scrolling. For every 1 star review we see a practice receive, we see 51 five star reviews for them on PetsApp. People are generally more likely to leave a review after a negative experience, and yet only 1.4% of all reviews clinics receive on PetsApp are 1 star reviews. So negative reviews are rare, and yet think of the mind space they tend to occupy. So, what actually generates 5 star reviews for veterinary clinics? 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