How to manage your online reputation
Every dental office has at least one PITA patient. You know the one patient that if anything in the office can go wrong, it will! They complain about everything, even without merit. Then there’s my favorite, the silent hater. They told no one in the office they had a problem, even smiled when they left, but then ripped you a new one online for all the world to see. Now, how do you deal with it? The best defense against a negative review is to have a constant flow of positive reviews. Do not wait until you have a negative review to get more positive ones. Start Now!
How to Get Reviews
It’s simple – just ask! 7 out of 10 patients will give feedback if you ask them to. Statistics show that 88% of patients trust online reviews as much as personal recommendations. This not only means that patients understand the importance of positive reviews but that your office values their feedback. The best time to ask for a review is while the patient is in the office, so for this reason we suggest keeping a tablet available. Keep it easy by sending patients to your website where your Google and Facebook profiles are linked. Remember, you can always encourage reviews, but you can NEVER buy a review.
Responding to Reviews
It is never a good idea to ignore a negative review. The best way to combat a negative review is to respond immediately. Keep your response polite, to the point and always thank your reviewers. Remember that potential new patients could be reading your response. Keep in mind that if your business listings have not been claimed in the various directories (Google, Bing, Yelp, Foursquare) you will not be able to respond to the review, therefore putting you at a disadvantage.
No matter how long you have been in practice, how knowledgeable you are or how prepared your dental team is, there will always be a patient you can not please. It’s never a matter of IF you get a bad review but WHEN you get a bad review and how you deal with it. Remember to always be proactive and encourage reviews as often as possible.
At the Dental Creative Group, we manage your online reputation by claiming, tracking and monitoring your reviews. You are quickly notified of any new review so that you can respond or correct any negative issues. Let us manage this for you!
We offer mobile responsive web design & marketing for Dentist Practices. Dental websites, hosting, social media integration, local search and reputation management – all for one simple price! CALL (615)200-7606 or visit our website for more information.