(Recapping) A Complete Guide to Dental Reputation Management
A little over a week ago we published an article on our website discussing dental reputation management. It was intended to act as a guide for anyone in the dental industry to take control of their online reputation. The guide can actually be used by anyone who owns a local business, as the basic principles apply to all. I wanted to recap the article here on Dental Town, as the research was very thorough. I believe it can help all practitioners to take control of their online reputation.
So without further ado, here are the main topics of the article:
- Understanding Why Reviews Matter (and how they impact your practice)
- Understanding Why Patients Leave Reviews (what motivates people to leave a review)
- How to Encourage Positive Reviews
- How to Deal With Negative Reviews
Understanding why reviews matter:
As I mentioned previously, we researched quite a bit of data before writing this article. One of the most interesting data surveys was conducted by a company called Bright Local. In their Local Consumer Review Survey for 2015, Bright local measures how consumers use reviews and what type of actions they lead to. The basic points stated in this survey are as follows:
- 88% of consumers trust online reviews as much as personal recommendations
- Star rating is #1 factor used by consumers to judge a business.
- Only 13% of consumers consider a business with 1-2 stars
Seeing this kind of data puts your online reputation into perspective. You should be taking your online reviews very seriously, and this starts with running an awesome practice. Beyond running a great practice, there are a few items you can do to help manage your reviews.
Understand why patients leave reviews
Patients tend to leave reviews based on the emotions they have when leaving your practice. There are a few categories we can place these reasons into:
- Revenge - or justice as punishment for a bad experience
- Reciprocity - rewarding a business that went above & beyond
- Altruism - helping others find a great dentist
- There are a few other reasons we discuss over on our blog post.
Encouraging positive reviews
There are plenty of things you can do to encourage positive reviews. I personally love handouts and having the front office staff talk through this with the patient. I love this because it helps build a rapport with the patient before they leave the office. As I mentioned above, building an awesome practice starts with this type of relationship. Having a front office staff that can help build strong bonds with patients is vital (dentists must also build great relationships). If you're worried that the patient might not leave a review based on a handout, you can also try a patient communication or marketing automation software such as Demand Force, Lighthouse 360 or Revenue Well (just to name a few). Again, we offer more in depth strategies in the full blog post.
Dealing with negative reviews
Dealing with negative reviews can be tricky. But here are a few items I always recommend:
- Address the issue privately when possible. This can often lead to a reversal of the negative review.
- Don't respond to every review, but do respond to the more meaningful positive reviews.
- Respond to all negative reviews online.
- Think about the big picture, take responsibility and let the resolution be known.
Also, I always recommend never to pay for false positive reviews. Google knows the cheaters and cheaters never prosper in the long run with Google.
If you still looking for more tips and tricks on managing your online reputation, then check out our complete guide to online reputation management here.