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Patient Attraction Episode 876
The phrase “under-promise and over-deliver” is good advice for dentists. When you exceed your patients’ expectations, you can expect glowing online reviews. With enough very positive reviews on your side, the occasional negative review will do minimal damage. When we come back, I’ll tell you how to ask your patients for reviews and what types of reviews are money in the bank. Stay tuned.
– I’m Colin Receveur, and welcome to the Patient Attraction Podcast™.
– Today’s podcast is the conclusion of our 3-part series about online reputation management.
– The first podcast laid out different strategies to handle unfounded and founded complaints.
– The second discussed how vital it is not to engage in online wars, and why you may not be the right person to respond to negative reviews.
– Today, I’m going to talk about how you can insulate yourself and your practice against the inevitable unhappy patient.
– Take a look at the reviews for almost any product on Amazon.
– That product’s rating is the average of all the ratings posted by people.
– If your ratings are overwhelmingly 5 or 4 stars, a few 1’s and 2’s won’t drag your average down much.
– It’s the same way with reviews, in that 80 or 100 positive reviews cancel out the impact of a handful of negative ones.
– When it comes to review sites for dentists, having an abundance of positive reviews is the social proof you need to weather any bad reviews.
– Most patients, no matter how happy they are about their experiences and outcomes with your practice, won’t post reviews online.
– Even fewer will volunteer to be filmed giving a testimonial.
– You need to ask them, and there’s a right and wrong way to go about that.
– First, never pressure patients to give reviews or testimonials.
– You can and should ask, but make sure they understand that you’re okay either way.
– If they seem agreeable, suggest that they focus on specifics from their experience with your practice.
– A review that says, “Dr. X was so understanding about my dental anxiety and made sure I was relaxed and comfortable” is better than “The staff is so caring.”
– Follow the same approach with video testimonials by asking patients to focus on a few specific things they loved.
– Let the patient speak in his or her own words, and make them as comfortable with the process as you can.
– The effect of having tons of positive reviews and testimonials is that the occasional negative review is dismissed as the person being a crank or that the experience was a fluke.
– You’ll still need to use the strategies in the previous podcasts to manage those complaints.
– But with social proof on your side, your reputation will shine.
– Until the next podcast, keep moving forward.