Reputation matters. And in today’s plugged-in world, your reputation is more visible and subject to more criticism than ever before. That can be a double edged sword: while a good review can generate new patients and help grow your dental practice, a negative review can prevent potential patients from visiting your practice. So what are the most essential steps to adequately manage your reputation and respond to your reviews?
Know that Online Reviews are Important
According to a recent survey:
88% of internet users have used reviews to determine the quality of a local business.
85% of consumers read up to 10 reviews about a specific business to firmly understand their reputation.
People are active in searching for the best products and services of local businesses. These numbers illustrate the importance of reviews on your social media channels and business listings. One thing is certain: reviews matter to consumers.
Don’t Fear the Negative Review
No one likes to be publicly critiqued for a poor performance, it’s human nature. But keep in mind that negative reviews can offer a rare opportunity to improve. Patient feedback is vital when assessing the patient experience. For example, If someone complained about the wait time in your lobby, you can take that feedback to reassess procedures and processes. Even when a negative review is wrong, in your opinion, it still represents that particular patient’s impression of their experience. Even the worst negative reviews can offer at least a small amount of truth which can tell you how you can improve, so always be open to using them in a constructive way.
Further, recent research has shown that consumers actually prefer reviews of 4.5 to 4.7 stars over perfect 5-star reviews because they make listings look more legitimate. Even the best restaurant has a few negative reviews.
Don’t Get into the Mud
It’s easy to resent negative public criticism, but you have to resist the urge to respond in kind to the critical party. That’s not to say you should not respond, but take time cool down and craft a positive, thoughtful response rather than replying back an emotionally charged response. Even attempting to defend yourself can backfire.
Instead, we advise against immediately responding and recommend never using aggressive language. Nobody wins in a situation like this, and your brand and reputation suffer the most. As billionaire investor Warren Buffet says, “It takes twenty years to build a reputation and only five minutes to ruin it.”
Take the High Road
Negative reviews on Facebook and Twitter give you another great opportunity to prove to potential customers that you care about their experience. Customers respond to and respect transparency, especially if you take that chance to improve the experience of those complaining. Instead of outlining specifics, its usually best to simply express your regret at the negative experience and offer the reviewer an opportunity to connect with you offline. This will remove a protracted conversation off of the internet and will show potential patients that you care. Always remember that your response to a negative review can be more powerful than the original review itself.
Monitor Your Reviews
The best way to gauge your online reputation is by monitoring the reviews about your practice. You can do this by browsing your business listings on the major sites like Google, Facebook and Yelp! However, clicking through individual review platforms is tedious and time consuming, and with an office full of appointments, you may not have time for that. This is where Smile Savvy can help.
Introducing Review Pro
Review Pro is our comprehensive reputation management tool that allows you to view all of your reviews on one platform and even lets you respond, right on the dashboard. Review Pro will send you an email notification each time someone reviews your practice, and allows you to select which reviews you want streamed onto your website. It also helps you build positive reviews with the Review Builder feature.
Cultivating and managing a positive reputation can take a lot of tedious legwork that can last for hours. Take control of your online reputation by getting Review Pro, by Smile Savvy.
Have questions about your online reputation? Contact us!
