Dental & Orthodontic Online Reputation Tip #1
Monitor feedback on customer review websites
Consumer review websites such as RateMds.com are a double-edged sword for dental practices. If a dentist receives good reviews, the practice will likely see an increase in new patients. However, if a dentist receives even a few negative reviews, those reviews can unfairly skew others’ impressions of that dental practice. So while there’s no guaranteed way to prohibit disgruntled patients (or jealous competitors) from writing a negative review of your practice, there are steps you can take to avoid the long-term effects of bad reviews.
One of the best ways to protect your reputation on consumer review sites is to invite your satisfied patients to review your services.
If you’re a qualified, likable dentist, you probably have more than a few loyal patients who would be happy to share their opinion. Another way to protect your reputation as a dentist is to make it easy for all your patients to leave feedback. If you show your patients that you’re receptive to constructive criticism, you’ll not only impress your patients but also give yourself the opportunity to identify legitimate problems within your dental practice.
If you do receive a negative review, do your best to identify the patient who left it, and directly address the concern. Find out if the problem is with your skills or competency as a dentist, or with your organization as a whole. If you’re fast to act, the patient may even revise the review, which can look even better than a positive review as it shows you're a dentist who knows how to listen.
One important note about soliciting positive feedback: If you’re going to do so, do it sparingly. Consumer review sites weed out reviews that appear at the same time or seem inauthentic. Rather than asking specifically for positive feedback, simply ask your patients if they will review leave you a review.
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When responding to negative feedback, keep these things in mind:
Always apologize. Even if you don’t think it’s necessary, an apology helps resolve many conflicts..
If the review is due to a misunderstanding on the part of the patient, explain it. DO NOT just say they’re wrong.
If you, a staff member, or the practice as a whole is at fault, sincerely emphasize that you are doing all you can to remedy the issue. Explain (in as much or little detail as you deem necessary) the specific actions being taken to fix it.
Compensation is never a bad idea, but don’t do it publicly in a response. If you feel the patient is entitled to a discount or reimbursement, recommend they contact you directly for details.
OrthoReviews.us automatically gathers all reviews good or bad from all your social media sites and presents them in a weekly report by email. So you don’t need to spend the time and effort to try and stay on top. For more information and a free 30 day no obligation trial which includes a guarantee you’ll move up in star ratings visit http://www.orthoreviews.us
I Want To See Tip # 2