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Patient Attraction Episode 192
Welcome to day four of our look at complaints on Yelp about dental offices. We’re almost done, and the next two are doozies. Stay tuned.
– We’ve been looking at the results of 2,200 negative Yelp reviews of 100 Southern California dental offices done by researchers at the Dental Anywhere blog.
– Yelp, for those who don’t know, is a review website where people can rate businesses on a scale of 1 to 5.
– 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 looking at numbers 3 and 4 and, as you can probably imagine, they are bad.
– At number 4, is work that had to be redone.
– 39 percent of negative reviews dealt with procedures that had to be redone either by the original dentist or a new dentist.
– Adding insult to injury, most of the reviewers had to pay for the correction.
– This is bad. Really, really bad.
– After all, this is what the dentist is there to do.
– Nobody wants to go to a dentist who won’t solve their problem but still charges them.
– Now, of course not all of this is the dentists’ fault.
– Some of these patients were likely nitpickers.
– Others may not have been happy with the results relative to the price.
– But the public never hears or considers those reasons.
– They are left to believe that the reviewed dentist simply did a bad job.
– This is one of the places where having an overwhelming number of positive reviews is your saving grace.
– We work with our clients to boost their numbers of good reviews to help offset any negative ones.
– At number 3 is patients were billed incorrectly.
– 42 percent of negative Yelp reviews were caused by bills for procedures covered by insurance, bills for incomplete procedures and being billed a different price than they were quoted.
– Again, this is out of your hands.
– This is an internal communication issue between you and your office staff.
– Despite a large percentage of complaints, I don’t think this would be a make-or-break problem for most potential patients if they saw this among your reviews.
– Not like the number 1 and 2 reasons, which we will discuss tomorrow.
– Until then, keep moving forward.