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10 Reasons Your Patients are Complaining Publicly (3)

Patient Attraction Episode 191

Colin here on this hump day, Wednesday, Aug. 13. Today is our third day of looking at what Yelpers say they hate about going to the dentist. When we come back, we’ll look at two things entirely out of your control.

– Just to recap, we are looking at the results of 2,200 negative Yelp reviews of 100 Southern California dental offices done by researchers at the Dental Anywhere blog.

– In case you don’t know, Yelp is a review website where people can rate various businesses on a 1 to 5 scale.

– 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.

– Today we are going to look at numbers 5 and 6 of the top 10 complaints people had about dental offices on Yelp.

– At number 6 is no billing transparency.

– 16 percent of Yelp reviewers complained their bill wasn’t clear and they weren’t sure what services were being collected for.

– This is likely a combination of problems, and is likely not limited to the dental industry.

– Anybody that deals with insurance is probably going to have this problem.

– The frustrating thing for you is, this isn’t really something you can control.

– The paperwork from your office may or may not be clear, and you can’t control how savvy the patient is about reading bills.

– At number 5 is a big no-no: no call backs.

– 39 percent of those people who complained on Yelp did so because the dentist office never called them following initial contact.

– I have to say, I can’t understand this one.

– Sure, a smaller percentage of these people probably left bad contact info or weren’t clear on what they were looking for.

– But 39 percent? That’s ridiculously high.

– There simply is no excuse for this.

– Again, this would be frustrating for the dentist, who can’t create staying, paying and referring patients out of unreturned phone calls.

– OK, so two more days to go.

– Come back tomorrow and we will look at the number 3 and 4 complaints on the list.

– Until then, keep moving forward.

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