•    Dental industry reviews were the 2nd highest read reviews.
      Restaurant reviews was the top industry.

ONLINE REPUTATION MANAGEMENT

What people are saying online has become a critical issue for all businesses, especially dental practices.  It’s so important that it’s launched a new marketing discipline called “Online Reputation Management”.

A positive online reputation is an asset, while a negative reputation is very harmful.

•    What are customers saying about you online and what are they rating you?
•    Are there any negative reviews online about your practice?
•    What can you do to create an excellent online reputation?

We cannot completely control what people say about us online, but we can manage our online reputation and make it as positive as possible.  It doesn't take much to encourage happy patients to leave us a positive review, and it's extremely beneficial.

GOOGLE REVIEWS EXTREMELY IMPORTANT!

In particular you need to focus on Google Reviews. 

If a person is given your name as a referral, chances are they’ll research you on Google first, before calling you for an appointment.

These customer reviews on Google are the single most important, trusted, viewed, online ratings and reviews.  Statistics consistently show that these Google Reviews are the #1 most influential factor when a person is making a buying decision.

Recently Google made huge changes to their search results.  Now Google really focuses on showing off the reviews and the ratings for every business that's in the Google directory.  So when a person searches for your business name on Google, they are instantly presented them with an information card.
•    On a desktop computer the Information Card fills the top right corner.
•    On a mobile phone the Information Card fills the top of the screen.

The new reality for all businesses is that you need to manage your online reputation.  You need to make sure that when a person is on Google researching you, they should see very POSITIVE messages about you.

Let’s face it, online reviews about you will attract new patients or send them away to your competition.

 

HOW TO GET PEOPLE TO GIVE YOU A GOOGLE REVIEW?

1. Identify any patient or friend who has a Google Gmail email address.
2. Timing is important so impress the patient, care for them, give them massive value.
3. When you know the patient is appreciative, ask if they're happy with the treatment.
4. When they say YES, then ask them to do you a quick one minute favour.
   - Did you have a good experience today?
   - That’s so good to hear.
   - Your satisfaction is really important to us.
   - Would you mind doing us a quick one minute favour,
   - and type us a short review?"
5. When they say YES, thank them sincerely.
6. Make it easy and provide them with step-by-step instructions on how to give a 5 star review.
   - Create instructions that can be included in a handout or an email message.
   - If you want a copy of the instructions I provide, email me: luke@lukehayes.com.au

For the best results, the person who has the closest connection to the patient should ask them for the review.  Very often this person is the hygienist who sits with the patient the longest.

Some practices have a Tablet available so patients can immediately log-in to Google and leave a review.

WHAT TO DO ABOUT NEGATIVE REVIEWS?

A person who wants to do damage to your reputation will find few obstacles online.  It’s very easy to post a comment or review and tarnish your good name.  I get asked all the time “how do I get rid of negative content?”

Unfortunately you can’t remove a negative rating or comment from the Internet, because you did not create it.  But there is an effective way to deal with it.  You bury the odd negative comment under a mass of positive reviews.

If you get a negative review, I think it’s best to respond in a positive way because other potential patients may read the review.  In your response state that you are committed to patient satisfaction and encourage them to contact your office to discuss or resolve the matter.

CONCLUSION:

Your online reputation is critical, because potential new patients will research you on Google.  So start getting as many positive GOOGLE REVIEWS as you can.  Ask patients, friends and family to leave you a positive review. 

To your success,
Luke Hayes

Dental Website

www.DentalWebsite.com.au