The desk is handling a barking lobby, not asking for reviews
Checkout at a vet clinic means a dog on a leash, a carrier on the counter and a payment to process. The review ask is the first thing dropped.
Veterinary clinicsReviews
Review requests that go to the pet owner after the wellness visit, and hold off when the visit was hard.
A text with the pet’s name on it after vaccines, a dental or a checkup, a flag that stops the request after a difficult visit, and one inbox for replies.
Where it goes wrong today.
A request after a euthanasia is unforgivable
A text asking for a review the evening a family said goodbye to a pet becomes its own review. Without a way to flag the visit, clinics do not automate the ask at all.
Reviews about costs and wait times go unanswered
A review about an estimate that grew during surgery sits for weeks. The practice manager wants to respond but is not sure what can be said.
How it works for veterinary clinics.
Completed visit, flagged if needed, then the request
When the front desk checks out the client in the CRM, the request is scheduled for that evening. Visit types like euthanasia, hospice and emergency are excluded by default, and any visit can be flagged at checkout so nothing goes out.
A text with the pet’s name, not the diagnosis
The message thanks the owner for bringing in their pet by name, mentions the vet or tech if you want, and links to your Google Business Profile. No condition, procedure or prognosis. Everyone who checks out from an eligible visit gets the same message.
Replies from one inbox
Reviews arrive beside your reminder texts and form submissions. Replies thank the client and the pet by name. A review about an estimate or a wait gets a reply that offers a call with the practice manager, without discussing the case. See how to ask for Google reviews.
Illustrative example
What a day looks like.
- Monday eveningOwners from the day’s wellness exams and vaccine visits each get a text thanking them and naming their pet.
- TuesdayA family says goodbye to an old dog. The visit is flagged at checkout and no request goes out, that day or later.
- WednesdayA review thanks a technician for being gentle with a nervous cat. The front desk replies and thanks the owner and the cat.
- ThursdayA review says the surgery estimate ran over. The practice manager replies from the inbox and offers a call to walk through the bill.
- FridayA dental cleaning goes well. The request goes out that evening like any other eligible visit.
An illustrative example of how the system runs, not a measured result.
More for veterinary clinics.
Veterinary clinicsThe whole system for this work: pages, phones, follow-up and reviews.AI phone agentAppointment calls answered while the team is in the exam rooms.WebsitesA page for every service, every “my dog is…”, and the new-client visit.CRM and follow-upVaccines on time, dental estimates followed up, rechecks booked.
Questions veterinary clinics ask
How do you avoid sending a request after a sad visit?
Certain visit types are excluded before you go live, and any single visit can be flagged at checkout. A flagged client gets nothing, now or later, unless you clear it.
Can we send only to clients who seemed happy?
No. Within eligible visit types, every client gets the same message. Picking clients by mood is gating, which Google’s review policies do not allow. The flag is for compassion, not for filtering.
Does Ottimo write the reviews?
Never. Clients write their own reviews on Google. Ottimo sends the request and helps you reply from one inbox.
Do clients need to consent to texts?
Yes. The request goes to clients who gave SMS consent on your intake form or at the desk; others get the request by email or not at all.