How to respond to a mixed 3-star review for vet clinics
Three-star reviews are the easiest to turn around: the customer liked something and was let down by something else, and they're telling you which.
Step by step
- 1
Thank them and acknowledge what they enjoyed.
- 2
Address the part that disappointed them directly.
- 3
Explain what you'll do differently, in one sentence.
- 4
Invite them back to give you another try.
Something specific to vet clinics
Reviews after a pet's death need real compassion. Lead with sympathy, keep it short, and never argue about the treatment in public.
- Common complaints
- high costs, wait times, a poor outcome for a pet
- Common praise
- how gently they handled my nervous dog, clear explanations, caring staff
Example reply
How gently they handled my nervous dog was great, but high costs really took away from it.
Thank you for the honest feedback. We're glad how gently they handled my nervous dog stood out, and we're sorry high costs let the rest of the experience down. That's not the standard we aim for, and we're looking at how to fix it. We'd love the chance to give you a better visit next time. - The team at [Your veterinary clinic name]
What to avoid
- ✕Only responding to the positive half
- ✕Over-apologising for minor issues
- ✕Making promises your team can't keep