BLOG | What Matters Most in Google Reviews for Dog Groomers?

Gone are the days when people found your grooming salon by strolling through a nearby neighbourhood or receiving your flyer in their letterbox.

This episode is an AI-read audio version of a blog article from igroomhub. The AI is helpful, but occasionally a little too creative with pronunciation. 

Read blogs @ www.igroomhub.com.au/blog

Transcript

SPEAKER_00 0:04

Gone are the days when people found your grooming salon by strolling through a nearby neighborhood or receiving your flyer in their letterbox. We're in a societal time of immediacy and intention thanks to the internet. Your business identity now lives in a town where there are no physical streets, no yellow pages, if you can even remember what those were, but six colourful and very familiar letters on a computer screen asking where you'd like to be taken. Dog groomer near me, they type, and give quick permission to the prominent search engine when asked if they'd like to share their location. If they're asking from an inner city suburb in Australia, there will be an average of two to four local or mobile groomers operating in their area. So why and how does Miss Searching Sally end up choosing you? If searching Sally is anything like 88% of consumers, her final choice will rely on Google reviews. This will be good or bad news for you depending on how your reviews are currently tracking, but we're here to help. Nearly half of all internet users post at least one review per month, but that statistic drops significantly when it comes to products and services, where only 5 to 10% of consumers will ever post a review, meaning each review is worth its weight in gold when it comes to dog groomers. We took insights from over 1,000 Google reviews for dog groomers, and we found some pretty staggering facts about what pet parents really care about. The words that appeared most frequently in positive reviews were patient, loving, kind, caring, and gentle. I hope you've noticed what we noticed. The appearance of the haircut always came secondary to how the groomer made their dog feel during the service. This same pattern carried over into negative reviews where the most common words used were rude, unprofessional, and poor communication. They said more about how the groomer made them feel, and yet again, less about the haircut. Now don't get us wrong, haircuts do matter. Things like perfect cut, exactly what I asked for, and conversely, choppy, uneven, and rushed certainly came up, but weren't at the forefront of the most common reviews. So what does this mean for you? And how can you use it to your advantage? Grooming is so much more than a haircut. We're not talking about Japanese mud baths, tooth gems, and bottom bleaching, but feelings, and noticing that each dog on your table comes with their own set of needs. Not all dogs have had a good experience with grooming. Not all dogs can still be washed and high velocity dried as they once could. Not all dogs are going to sit for the perfect top knot. Your patience, your expertise, and the time you take with your client communication are the factors that contribute most to customers feeling encouraged to leave a review. Once they're already writing the review, then they're more inclined to comment on the haircut. Yes, hurried Harriet may be looking for a drop and dash 7F shave off that is finished within the hour, but Harriet is most likely part of the 12% of consumers that have no time for reviews, reading or writing them. When dogs are happy entering your space, you've taken the time to explain why you can't give their puppy a full groom on their first visit. Or the sincere apology and discount you gave when the guard comb slipped off your clippers, we've all been there. These are the moments that really shape the consumer experience. So we encourage you to have a think about how you are currently servicing the 88% and whether you're prioritizing what matters most to them, which according to the stats, is compassionate grooming, to which the team at iGroom Hub say, us too, Google, us too.