How to handle bad reviews on Google (and elsewhere)

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How to handle bad reviews on Google (and elsewhere)

Welcome to Practice Treatment Plan’s Weekly New Patient Marketing Tips! Today’s tip is part four of a 5 part series in October all about Google Reviews. Here is a quick preview of what is coming up. For more information please call 888.412.8820 or email me at ben@practicetreatmentplan.com.

Please note: based on your requests, we have provded links below to past articles.

Oct 1st: Importance of Google Reviews
Oct 8th: Three Ways to get Google Reviews
Oct 15th: Three MORE ways to get Google Reviews
TODAY: How to handle bad reviews
Oct 29th: What about other review sites?

Last week we gave you three MORE ways to get google reviews. This week, we will tackle the best way to deal with the dreaded negative reviews.

Even the best practices are bound to receive a less than stellar review every now and then. Do not let this deter you from creating your Google+ Business page! In general, people understand that businesses are going to receive a bad review from time to time. The truth is, bad reviews are manageable.

Tip #1. Get More Positive Reviews.

Yes, I know… Easier said than done. In fact, what motivates most practices to start gathering positive reviews is when they get a really negative one. But the most important thing to manage bad reviews is to have more positive reviews than negative ones. The positives will always drown out the negatives.

Tip #2. Respond to Negative Reviews.

There are two types of negative reviews your practice can receive: ones you deserve, and ones you do not. (We had a startup client once that received a negative review before he had even opened his doors and started seeing patients! Clearly, that was not one he deserved.) More often than not, the ones you do not deserve are based on a misunderstanding, that if explained can be rectified. Both types of reviews are worthy of response, and in responding you should follow these guidelines:

  • Be appreciative. What!? Are you crazy!? I am serious. Always start a response with something like “We appreciate your feedback and are very sorry that you did not enjoy your experience at our practice. We are continuously striving to improve our services for our patients.”
  • Be professional. The response should be from the practice, not one individual in the practice.
  • Be polite. No matter what types of accusations are being thrown at you, don’t get caught up in a verbal spat online.
  • Be positive. Focus on what you do well, and what your policies are that are beneficial to patients. Avoid typing things like “we didn’t” or “we never” and instead use language like “we always try to deliver exceptional service”.
  • Be firm. You do not have to be a pushover. If a patient (or someone else) is making a false accusation, you can refute it (but see “be positive” above). If someone is not even a patient of record, feel free to point that out.
  • Be sorry. This one comes with a caveat. You should only express this if you were wrong. Did a patient have to wait two hours? Then apologize and invite the patient to contact you to discuss offline.

Tip #3. Reach out.

Ignoring these issues will not make them go away. If you can identify the patient who left the review, reach out to them. If you feel you did nothing wrong, have a conversation and try to clear it up. If you you were in the wrong, then apologize to them. You will be shocked how quickly a detractor can become a promoter.

You could also offer a “make-good”. In the marketing business, a make-good is a special offer to make-good a bad service experience. Apologize, then offer them a $100 off future treatment at the practice.

Next week we will discuss other business review websites!

Practice Success,

Benjamin Suggs
New Patient Marketing Strategist
Practice Treatment Plan, Inc.

Three MORE Ways to Get Google Reviews

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Welcome to Practice Treatment Plan’s Weekly New Patient Marketing Tips! Today’s tip is part three of a 5 part series in October all about Google Reviews. Here is a quick preview of what is coming up. For more information please call 888.412.8820 or email me at ben@practicetreatmentplan.com.

Oct 1st: Importance of Google Reviews
Oct 8th: Three Ways to get Google Reviews
TODAY: Three MORE ways to get Google Reviews
Oct 22th: How to handle bad reviews
Oct 29th: What about other review sites?

dental marketing new patientsLast week we gave you three effective ways to encourage your patients to review your practice on your Google+ Business page. This week we are going to share three more ways to do this. As we discussed last week, Google does not condone soliciting reviews and they will remove reviews that come from the same IP address over a short period of time. However, the truth is, patients who love your practice need more encouragement to review you than patients who are not so in love with your practice. It’s a dog eat dog world out there and in the end he who wins has more reviews!

On that note, here are three more SUPER EFFECTIVE ways to encourage patient reviews!

Method #4. Create collateral encouraging patients to review you on google.

Post a sign in the patient check-out area (and the operatories) that encourages patients to give you a review on Google. The most effective way to do this is to start with a question like “Did you enjoy your visit to ABC Dental today? If so, why not let others know by reviewing us on Google? Google Reviews will help us grow our practice so that we can deliver the same high level of service to others”. This is most effective if you can get the patient to review from their own mobile phone before they even leave! Be sure to give specific instructions on how to do this and make sure your team can walk the patient through the process. Make sure that the patient is not connected to your WIFI, otherwise the reviews will appear to be coming from your practice. You can also turn that sign into 4×6 postcards that you can give to patients to take with them to remind them to post a review at a later time. Incentive optional.

If you would like help in creating this sign just send us an email to ben@practicetreatmentplan.com! We have a special going where we will design the sign and the postcard for only $199!

Method #5. Post a link on your website.

Post a link on your website that will take patients directly to your Google+ Business page. You can even create a graphic that specifically says “Review us on Google Business.” Create a page on your website with a unique URL (www.abcdental.com/google) that has the specific instructions for both desktop and mobile phones. Make the process as easy as possible!

Method #6. Leverage an internal recall system.

There are several options for automated recall systems out there (SolutionReach, Lighthouse 360, RevenueWell) that will survey your patients after their appointment and then encourage those who gave positive reviews to then review you on Google+. The only challenge with this method is that you are essentially asking the patient to take the time to review you twice. Most of these platforms also have an internal email system so that you can blast emails to your patients. In our experience, our clients who have these systems rarely use them. You could easily blast an email to patients asking for them to review you on Google.

CASE STUDY.

We recently had a client that hired us to revamp their online presence. One of the first things we noticed in reviewing their current presence was that they had some negative Google Reviews (4 reviews with an average star rating of 2 stars!). We knew that this was not representative of how patients really felt about this dentist’s work, so we sprung into action using a few of the methods above. We were able to add 18 positive 5 star reviews within a few months. In that same time span, the number of new patients that the practice got from their online presence TRIPLED.

As always, thank you for reading Practice Treatment Plan’s Weekly New Patient Marketing Tips! Next week we will talk about how to handle the dreaded “bad review”. Like they say, there is no such thing as bad press!

Three Ways to Get Google Reviews for Your Dental / Healthcare Practice

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Three Ways to Get Google Reviews

Welcome to Practice Treatment Plan’s Weekly New Patient Marketing Tips! Today’s tip is part two of a 5 part series in October all about Google Reviews. Here is a quick preview of what is coming up. For more information please call 888.412.8820 or email me at ben@practicetreatmentplan.com.

Oct 1st Importance of Google Reviews
TODAY Three Ways to get Google Reviews
Oct 15th Three MORE ways to get Google Reviews
Oct 22th How to handle bad reviews
Oct 29th What about other review sites?

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Why are Google Reviews so important for your Healthcare Practice?

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Google reviews are imperative to the success of your practice!

Welcome to Practice Treatment Plan’s Weekly New Patient Marketing Tips! Today’s tip is part one of a 5 part series in October all about Google Reviews. Here is a quick preview of what is coming up.

dental marketing new patientsTODAY……Importance of Google Reviews
Oct 8th…….Three Ways to get Google Reviews
Oct 15th…..Three MORE ways to get Google Reviews
Oct 22th…..How to handle bad reviews
Oct 29th…..What about other review sites?

What are Google Reviews?

Google Reviews are housed on free Google+ Business pages. It is imperative to the success of your dental practice that you create one of these pages and get your patients to post reviews of your practice right there. The only way to get reviews on your Google+ Business page is to get patients to go there and give you a review via their own personal Google accounts.

Why are Google Reviews so important?

Google is still the king of search engines, processing 70% of all internet searches. It is the most important place that you want to be found!
As of 2015, there are more searches done on mobile phones than there are on desktop computers.
When someone searches on a mobile phone, the Google Map is one of the first thing they will see. The more reviews you have, the more likely you will be one of the first practices on the map!
Google reviews are considered “certified”, so potential new patients will be more likely to trust those reviews than the ones that they see on your website.
Having more positive reviews can positively affect your search engine position. Google lists the number of reviews and your star rating right under your organic search engine results. The more reviews you have, the more likely potential new patients will choose to click on your link.
Our healthcare marketing agency listens to hundreds of new patient phone calls for our clients every month, and one of the most common things we hear patients say is “I called you because you have so many good reviews.”
According to a BrightLocal 2014 survey, 88% of consumers read online reviews to determine the quality of a local business. 85% of those consumers read up to 10 online reviews. (Just having one or two reviews is not going to cut it!)

It’s easy (and FREE) to set up a Google+ Business Page for your practice!

The market for new patients is incredibly competitive. If you are not using the free tools that Google has made available, you are missing out on innumerable opportunities. Setting up your Google+ Business page is easy (https://www.google.com/business) and can be completed in just a few steps!

Got questions? We have answers! Email me at ben@practicetreatmentplan.com.

Next week we will discuss ways to encourage your patients to post reviews to your Google+ Business page!

Practice Success,

Benjamin Suggs
Chief Healthcare Marketing Strategist
Practice Treatment Plan, Inc.
Practice Treatment Plan
6340 Sugarloaf Pkwy #200
Duluth, GA 30097

888.412.8820
practicetreatmentplan.com