April 25, 2018
You’re about to book a hotel for your family vacation and you’re checking out the options. You’ve heard good things about Hotel A, but when you look at the reviews you can see recently guess are complaining of poor service and construction noise, do you take the chance? Or do you book at a hotel down the road you’ve never heard of, but is getting raves reviews?
This same scenario happens every day when new patients are trying to choose a dentist for themselves and their families. Your brand is only as good as your reputation. No matter what you’re doing to market your practice, no more how much advertising you but if you don’t focus on your reputation it’s all a big waste of time and money.
Maybe their is really nothing wrong with Hotel A, maybe it was a rogue employee providing bad service and the construction will result in amazing new pool and beautiful new rooms that guests will enjoy for years to come, a big upgrade. But this doesn’t matter. What matters is how the guest perceives their experience and the impression left on them during their stay.
Maybe you’ve had this happen in your practice, maybe the procedure went flawlessly, but due to an insurance issue or a coverage problem causes frustration later on and this spills out in their negative review. If your practice isn’t actively engaging it’s patients with reputation management software this can quickly be the only reviews populating your Google My Business reviews or Yelp listing, something no dental practice wants. By engaging your patients and actively soliciting reviews you can quickly quell the negatives, grow the positives, and drive huge growth for your bottom line.
A recent study of the impact of online reviews on Google searchers and their behavior found businesses with a positive rating and reputation got the lion’s share of clicks and web visitors (think new patients). A practice with a 4.5 star rating or higher saw 25% more clicks than a dentist with a 3 star rating. 92% of patients now read online reviews and 88% of patients say they use it when deciding which practice they are going to choose.
If the data doesn’t make you choose to starting using reputation management software just consider what Google says when talking about how it ranks your business on its search results, “Google review count and score are factored into local search ranking: more reviews and positive ratings will probably improve a business’s local ranking.”
Google continues to focus more and more at owning the local search game and it’s continuing to make patient reviews the number one way it decides which practices to show and which ones to hide.
As Warren Buffett says, ““It takes 20 years to build a reputation and five minutes to ruin it.” Make sure your dental practice is working hard to talk to its patients and actively engage through reputation software.