Aesthetica Clinic
Manchester6 Months
Brand Sentiment Recovery & Trust Reconstruction for cosmetic surgery. (Average procedure value: £6,800. Primary channels: Instagram and Facebook).
Business Snapshot
Pre-issue → Month 6 Performance
0
From 92 bookings0.0%
From 2.9%£0
From £626,0000.0
From 4.10%
Reduced from 27%Pos. 0
From Position 4*Tracked through CRM, Google Analytics, review monitoring tools, and sentiment analysis tagging.
The Leverage
A viral complaint post triggered:
- Negative comment surge.
- Google review drop from 4.7 to 4.1 in 5 weeks.
- Consultation bookings declined 34%.
- Competitors began capturing branded search traffic.
Baseline Reality
- High ticket medical service.
- Trust sensitive buyers.
- Public complaint circulating.
- Silence strategy was harming perception.
- Competitors capitalizing on uncertainty.
- Revenue decline already visible.
The Leverage Insight
Reputation is not repaired through argument.
It is repaired through controlled evidence repetition.
If new visitors see enough proof layers consistently, isolated negative narratives lose weight.
Social had to become:- Proof amplifier.
- Transparency engine.
- Controlled reassurance loop.
Constraint
- Medical advertising compliance restrictions.
- Cannot publicly discuss patient specifics.
- Cannot directly respond to viral narrative without risk.
- No discounting strategy allowed.
Intervention Moves
- Shifted content from promotional to evidence-based transparency.
- Published procedural walkthrough reels explaining safety protocols.
- Introduced surgeon Q&A series addressing common fears.
- Highlighted before-and-after journeys with patient consent.
- Activated satisfied clients for testimonial video campaign.
- Implemented structured response protocol for negative comments.
- Weekly sentiment tracking and competitor monitoring.
Proof Set
92 → 109 (+18%)
2.9% → 4.1% (+1.2 pts)
£626k → £742k (+£116k/mo)
4.1 → 4.6
27% → 7%
4 → 1
Economics Translation
Assumptions labeled:≈ £285,600
Control & Tracking
- Weekly sentiment analysis scoring.
- Review platform monitoring dashboard.
- Comment ratio classification.
- Branded search ranking monitoring.
- Consultation source tagging.
- Monthly trust signal audit.
Next 90 Days
- Expand educational content to YouTube long-form.
- Implement automated review request flow post-procedure.
- Launch authority positioning through local press features.
- Build referral program for satisfied patients.
If your brand perception has taken a hit,
silence is not a strategy.
We will map the perception damage, rebuild visible trust layers, and engineer measurable recovery without escalating risk.