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10 Reasons Your Patients are Complaining Publicly (day 2)
Patient Attraction Episode 190
Hey everyone, thanks for joining us on day 2 of our weeklong look at the top 10 complaints on Yelp about dental practices. Today we’re going to talk about the next two items on the list, both of which will probably make you uncomfortable.
– I’m Colin Receveur and today is Tuesday, Aug. 12.
– We’re going over a survey of 2,200 Yelp reviews at 100 Southern California dental offices conducted by the Dental Anywhere blog.
– Just as a reminder, Yelp is a review website where people can rate various businesses on a 1 to 5 scale.
– It’s very popular in some areas of the country and less used in others. You’ll have to check your own community to find out for your area.
– If Yelp is big in your area, you need to be very aware of how you are being rated.
– According to the Boston Consulting Group, 90% of locals said positive ratings influence their decision to visit or buy from a business, and 72% said they trust online reviews as much as recommendations from their friends and family.
– This is word-of-mouth advertising in the Internet age.
– Yesterday, we looked at two issues that really stem from miscommunication: lack of consent and unrealized expectations at the new patient consult.
– Number 8 on the list is aggressive sales pitches.
– I know seeing that makes some of you really twitchy.
– You already don’t like have to “sell” to customers and having them complain about it won’t make you feel any better.
– 13% of Yelp reviews of three stars or less explicitly mentioned aggressive sales tactics such as upselling and being besieged by emails and sales calls.
– Truthfully, this doesn’t make me happy either.
– This makes everyone, including those us on the marketing side, look bad.
– But I will share the same advice here that we give our clients: only present legitimate options that could solve your patients’ needs.
– There is nothing unethical about telling a patient with crooked teeth that Invisalign or 6 Month Smiles could solve that problem and then giving them the benefits.
– I would also say that we use an automated marketing process that ensures the prospect or patient agrees to receive emails from our clients.
– Next on the list is rough touch/heavy-handed.
– Ouch, literally.
– 16 percent of negative reviews said the dentist hurt them, adding to their dental fear.
– That is bad, bad, bad.
– Fear of pain is the number one reason people don’t visit the dentist.
– If you get a reputation as a rough dentist, attracting new patients with dental fear will be extremely difficult.
– Perhaps these dentists should look into offering – and using – some forms of sedation.
– These are two of the worst things that could be said about a dentist.
– Work hard not to have these said about you.
– Tomorrow we’ll talk about two issues that don’t have anything to do with you as the dentist at all.
– Until then, keep moving forward.