Frustrated woman looks at computer

Can You Pay to Remove Negative Online Reviews?

Business owners from nearly every sector have come to recognize the importance of online reviews. People are leaving reviews for everything from strange decor pillows and their most recent meal out, to health professionals and even entire cities. What’s more, everyone else is reading them.
A recent BrightLocal survey saw a whopping 97% of consumers report using online reviews to evaluate businesses before visiting them. And for healthcare providers, online reviews are even more popular than government ratings.
These trends can be either good news or bad news for businesses, depending on their review management strategy. Despite common misconceptions, there are actually a set of reliable tactics for safeguarding your online reputation beyond just hoping that the occasional unsatisfied customer doesn’t blast you on Yelp.
Online review management is a three-pronged approach to leveraging the power of patient reviews to help your practice. As always, it begins with delivering excellent service, followed by encouraging reviews, and ends with leaving a proper response to any reviews you receive.
We’ve already gone over ways to effectively encourage reviews for your services, and now it’s time to evaluate the best way to respond to reviews, both the good ones and the bad.
Truth be told, positive reviews will promote your business whether or not you weigh in, but responding to them can boost their effect. In fact, a PhoCusWright survey found that 78% of respondents agreed that seeing a business respond to their reviews made them feel cared about. Showing your appreciation for a review sends a nice message to the reviewer and also displays your caring approach to everyone else. For a healthcare provider, especially, that’s a helpful quality to promote to potential patients perusing reviews of local providers.
But what about those dreaded negative reviews? They’re nearly impossible to avoid even when your service is impeccable. Frankly, some people are difficult to please no matter what, and now that there’s an easy way to vent frustrations for all to see, it seems there are more people like this than ever. Fear not, however, because a negative review does not have to be the final word.
Sadly, this isn’t where we explain how you can pay to remove these pesky reviews. Despite the growing number of ads and companies offering to eliminate your negative reviews for a price, the fact remains that popular review sites like Google, Facebook, Yelp, and Healthgrades are not affected by them. File these offers away with the emails from an Ethiopian prince needing to wire all his family’s wealth to you. They’re simply a scam.
Not only will these offers not get you what you pay for, but they could also get your business into hot water. Popular review sites depend on reliable, credible reviews for their own reputations and some even go so far as blacklisting businesses that try to undermine their efforts. Yelp, for instance, has begun boldly flagging businesses that are caught interfering with the authenticity of their reviews.
But just because you can’t pay to remove negative reviews doesn’t mean they have to negatively impact your business. By delivering an appropriate response to a negative review, you have the opportunity to reverse its effect on public perception. Just think about your own experience reading reviews. Sometimes people leave obviously unreasonable reviews out of sheer frustration and unrealistic expectations. And other times, their complaints are legitimate. But in either case, a calm, understanding, and reasonable response from the business owner or manager can go a long way in resolving any lingering doubts you might have.
The key here is delivering an appropriate response, however. If a negative review is not handled correctly, it can send an even worse message to prospective patients. Luckily, solid responses have common themes. Let’s take a look at what they entail:

  • They convey an understanding of the reviewer’s perspective
  • They apologize for playing a role in the reviewer’s frustration (even if they didn’t really mess up).
  • They are calm and not reactive.
  • They avoid being defensive, but do offer the business’s perspective on the issue at hand.
  • They offer “a second chance” (often for free, or at a discount) to achieve the customer satisfaction they strive to deliver, often leaving an email or phone number for the reviewer to use.

Replying in a reasonable way to any negative reviews you get might require that you take a day or two to gain a calm mindset about it. Getting critical feedback is hard, especially when it’s unfounded, and it’s all too easy to fall into defensiveness or reactivity when we respond while still feeling frustrated.
Take some time to formulate a response that you can view from the perspective of a perusing patient who knows nothing of the situation. It’s also helpful to have someone outside of your business, like a friend or colleague, read your response before you publish it. Remember: your response is your one chance to nullify the impact of a negative review, so take the time to get it right.
By getting to the end of this article, you’re already light years ahead of many other businesses online. The number of poorly-rated businesses without any effort to reply to their critics is a large one, and is unfortunately affecting their success. The worst thing you could do with negative reviews is to ignore them, so consider yourself already one giant step closer to successful review management.
When we work with clients, their success is our success and we know how critical their online reputation is. It’s why we created ReviewMe to help them generate more positive reviews and increase their visibility (and attractiveness) online. Contact us today to learn how we can help your practice find success too.

Hearing Professional Interviews New Patient

Top Digital Strategies for Impressive Patient Retention

Getting new patients through your doors takes hard work, time, creativity and yes—money. In fact, the average cost per acquisition (CPA) for the hearing industry falls between $256 and $450 per new patient, depending on practice location. Given the amount of resources that go into growing your patient base, it’s easy to see why the art of keeping those patients within your practice is worth mastering.
Patient retention isn’t an exact science, but the tried and true methods of providing exceptional service, prompt communication, and small gestures that show just how much you care will always be its foundation. Additional considerations like having flexible office hours, convenient parking or public transit options, and stocking your waiting room with amenities like coffee and snacks will also remain effective strategies for getting patients to continually choose your office for their hearing healthcare needs.
Beyond these time-tested methods lies an evolving world of options and features made possible by digital technology and the Internet. And let’s face it: everyone is going on the Internet these days. It’s important that your practice stays abreast of the new expectations your patients are developing for convenience and perceived value as a result of these recent advancements. It’s no secret that the hearing industry is a saturated one and using digital technology to bolster your offerings can quickly put you ahead of the competition. Let’s explore your options:
Get a Modern Website
These days, having a business without having a website is nearly the same as deciding not to put a sign on your storefront. Your website, in fact, is your storefront—for the largest marketplace in human history: the Internet. But having a website “that works” isn’t quite enough when considering patient retention. People have an unprecedented ability to evaluate businesses and the people who run them with a few strokes on a keyboard.
Your website needs to be designed in a way that speaks to the modern level of care your practice provides. It doesn’t need complicated bells and whistles, but it does need to share the most important information about what you do in an intuitive and easy-to-navigate format. If patients have a hard time getting information about your repair services, for instance, and decide to read about it on a competitor’s website instead of calling your office to find out more, well, you may have just let one fly the flock, as they say.
Make Seeing You a Breeze
It’s important to prioritize your appointment system as a key element of your patient retention strategy. The best solutions offer online appointment setting (synced to your calendar) with automatic email confirmations and reminders. These backend software solutions can get pricey, however, so the next best option would be to offer online appointment requests as a simple form on your website that are then responded to by your front desk staff. Making your office’s phone number easy to find on your website and any marketing materials is also important. The idea here is that every patient who wants to get in to see you is able to do so without having to “follow-up” on any email, inquiry, or call that somehow wasn’t returned. Otherwise, that patient might not return, either.
Gather All Information Upfront
Many practices overlook the importance of their patients’ basic contact information on their initial intake form. Just asking for one phone number, for instance, is a mistake. When patients move, change phone numbers, or switch to a new email address, you want to be sure you’ve gained enough contact information to stay connected. And the best way to ensure that your intake forms are filled out completely is to offer them online.
Patients filling out forms online are less likely to skip areas because of the ability to make fields “required” and the convenience of auto-generated information stored by people’s browsers. Perhaps you’ve experienced this when entering your own payment or contact information online, where you’ve encountered the convenient option to simply select which information you want to add from a drop-down list of your own details. Patients who are not as comfortable with filling out paperwork online can easily have the option of downloading and printing your forms, or simply filling them out in office as usual. These days, it’s all about having options.
Be Easy to Find
To keep your patients, you want them to be able to reach you anytime they need your help. Being easily found online today is like being easily found in the phonebooks of yesteryear. There are many successful strategies to ensure your website isn’t invisible online (and we discuss many of them here and here), but you also need to consider directories where patients might look for your business information.
Popular online directories like Google MyBusiness listings, Bing’s business directory, Yelp, and others like these are important places for your business to be accurately listed. Ensuring your information is up to date on all of these directories can feel like a tedious process, but it’s well worth it in the end. The most thorough practices will endeavor to get listed in the nearly 100 directories online, and the savviest ones will consider this tool we created to make that process much easier.
Stay Connected
It’s said that “content is the new currency” and, in the Age of Information, this comes as no surprise. People are consuming information online at unprecedented rates. Sharing useful content, in the format of a monthly newsletter, for instance, keeps you connected to your patient base while providing something of value at the same time. The main goal for anything you send to your patients is for it to be opened at all, and having a helpful article about something you know is important to them (such as, “How to Get the Most Life Out of Your Hearing Aid Batteries”) can be an easy way to invite strong engagement. What’s more, you can easily translate any content you put in a private email newsletter onto your website’s blog—an excellent way to promote your knowledge to a broader audience and boost your website’s visibility online.
Establish Your Value
In addition to providing valuable content on a regular basis to your patients, it’s also wise to remind them of your value as a hearing healthcare provider. An easy way to do this is to highlight any patients who have given you an online review or submitted a testimonial for your practice. By expressing your gratitude for these reviews, it promotes other patients to take the time to write an online review for you and it also reminds them of why they chose you in the first place. Fear not, this doesn’t have to feel like gloating. Simply noting any stand-out or new reviews at the bottom of your newsletters will do the trick.
Be Swift with Damage Control
Even the best practices deal with the occasional negative review or unhappy patient. The difference is, they have proactive strategies for handling them. As part of your patient retention strategy, as well as your digital marketing efforts, it’s imperative that you have a review management plan. We’ve discussed the details of this before, but can sum it up like this: encourage new patients to leave you a review and monitor online review sites well to respond quickly to any negative reviews that might arise.
The truth is, an unhappy patient doesn’t have to mean the end of your relationship with him or her. By patiently listening to any complaints and responding with words and actions that reflect your interest in their satisfaction, many issues can be happily resolved. The main goal is to deal with these conflicts head-on and quickly. Negative reviews without a response from the business owner have a much stronger effect on reputation than reviews that have been properly addressed.
Be Proactive
The best customer service is done preemptively. When you can anticipate your patients’ needs before they express them, your knowledge, sensitivity, and patient-centered approach will be rewarded with strong loyalty. Beyond using this approach in your appointments, it’s wise to bring it into an automated email campaign as well. Setting up your appointment system to send automatic fitting, maintenance, and check-up reminders is an incredibly helpful approach to patient retention. Any other personalized emails that highlight your office’s attention to detail are also useful, such as an email or digital card wishing them a happy birthday. These types of messages can be automated with the right system, or take a few extra minutes of your staff’s time to send off. The difference between you and a local competitor may very well be in details like these.
Track Your Results
This may be the most important piece of any successful patient retention strategy, since only by tracking your results can you know what is and isn’t working for your practice. As you decide which methods your practice can implement to improve your patients’ experience in your office, you should immediately set up a way to easily track the metrics of your efforts.
This doesn’t have to be difficult: simply noting your monthly revenue would be a good start. Of course, you could get as detailed as you want here, tracking everything from how many new patients return for their follow-up visits to the open rate on your monthly email newsletters. To get the clearest sense of what aspects of your practice are most appreciated by your patients, you could also send out an online patient questionnaire to get direct feedback from them. Either way, make it a point to document what tactics are worth your time and to let go of those that aren’t.
 
It’s easy to think that offering great service is enough to keep your practice growing and succeeding. After all, why wouldn’t patients want to stick with what works? But choosing (and continuing with) a healthcare provider is more complex than ever now that patients have direct access to abundant information online for each provider, by way of reviews, biographies, and any published content. Luckily, the digital realm offers a new set of tools for providers, too. Tools that can help you engage with patients—prospective and current ones alike—in ways that create value for you and them.
The time is now to brush up on how your practice can thrive with these digital strategies. Learn more about how to do this on your own, or feel free to contact us directly if you’d like a professional assessment of your practice’s digital strategy.

Person leaves a rating on tablet

Online Reviews: How to Let Patients Do Your Marketing for You

We’ve entered an era where everyone can voice an opinion online and have it reach literally anyone, anywhere—indefinitely. Everything from cat food to oncologists has been reviewed online and more people are reading those reviews than ever before. With recent studies revealing that 90% of consumers read online reviews before visiting a business (yes, ninety percent), there’s no denying that these public ratings are a critical part of your business’s success.
As a hearing professional, your main focus is self-evident: to help people improve their hearing health. Providing excellent service in this regard is also the most important piece of an effective online review strategy. It’s the foundation of good business, period. But delivering great service is where online review management begins—not ends. The best efforts to take advantage of them for the success of your practice include a blend of proactive and retroactive actions. Consider the strategies detailed below to know if your practice is leveraging online reviews as a free marketing tool, driving new patients your way.
Claim Your Listing
Leaving your practice an online review should be as easy as possible, and ensuring that your business is listed on the most common review websites is an important first step. After all, your business must be found to be reviewed. By listing your business (or claiming your listing if it was automatically generated), you end up with more control over your business information posted on the site, and often have access tools for tracking reviews and responding directly to reviewers.
It’s also important for your practice to have a complete array of accurate business information (i.e. hours, address, phone, etc) on sites like Google, Bing, Yelp, Healthgrades, and social media sites. Include as much information as you can, including any welcoming photos of your staff and office. These listings are often your only chance to sway a potential patient in your direction. Some listings, like Google Business, require multi-step verification to be fully listed. It’s worth taking these steps, as having your business verified helps boost its visibility when searched for online.
Encourage Feedback
Online reviews are one of the few areas in life where quantity is equally as important as quality. Of course, the majority of the reviews you get (no matter how many or how few), need to be positive to reflect favorably on your overall rating, but having many reviews in itself is a boon for business. It silently communicates that there’s a reason so many people have sought your services.
The most effective way to get more online reviews is deceivingly simple: ask for them. This is best done right after an appointment, when your patient is still in your office (and, presumably, happy with his or her experience). Some offices even set up a review station with a tablet or laptop for patients to use before they leave. While offering incentives (like candy or a free pair of batteries, etc) is helpful, it’s important to note that pressuring patients to leave a positive review in exchange for anything is considered bad for business, and eventually comes out in user reviews.
One of the subtle benefits of proactively encouraging reviews onsite is that any patients who might feel disgruntled or unsatisfied after an appointment will have a direct opportunity to raise their concerns in-person, at the time of the event. Instead of trying to delicately respond to that patient’s negative review online, you end up with a chance to make things right before a review even gets published. Direct communication is always helpful when tackling patient satisfaction, and when handled with grace and understanding, even the most frustrated patient can become your practice’s biggest advocate.
Track Reviews
Once you’re present on the most popular directories and encouraging patients to leave you reviews, your next task is to keep track of them. Positive, negative, and neutral—every review you get is an opportunity. Successful online review management has proper review tracking at its core, so don’t overlook this step. Sure, a few unnoticed positive reviews may only present a missed opportunity (to bolster them with a response), but just one negative review slipping past your watch can instantly plummet the number of new patient inquiries you receive.
If tracking reviews manually sounds overwhelming, it’s because it is. Ideally, any review left for your business would get a response within a few days. Negative reviews should get an immediate response to minimize reputation damage. Making this part of your everyday agenda is often not practical, which is why several online tools have surfaced to help monitor your reviews for you (here’s a list of both paid and free options). No matter how you arrange to have your reviews monitored, make sure it’s a top priority for your digital marketing strategy.
Leave a Reply
Every review your practice gets deserves some kind of response, despite the common advice to only focus on responding to negative reviews. Look at this way: your patients are taking the time to leave you a compliment on a public forum, so why skip the opportunity to thank them in a public way? A simple note of appreciation not only communicates the friendly nature of your practice and staff, but also encourages others to leave you a review once they’ve experienced your services. Simply put: people like being appreciated.
That said, it is more important to respond to negative reviews. A negative review without a reply from the business owner can leave a strong impression on readers and directly affect your business. While each situation is different, there are some tried-and-true guidelines to remember when publicly dealing with negative reviews:

  • Make sure you’re in a calm and collected state of mind before replying.
  • Endeavor to make the reviewer felt heard and understood.
  • Focus on the facts, but avoid engaging in a direct debate (unless necessary… see below).
  • If appropriate, offer to “make things right” by giving the reviewer another opportunity to experience the level of service you take pride in, refunding them, or whatever else seems conciliatory.
  • Do confront, in a respectful tone, any abusive or blatantly false claims. Also report these to the review website itself, as they would likely be in violation of the site’s terms of service.
  • Above all, try to look at your response with fresh eyes before publishing it. Asking a friend or colleague to proof it can also be helpful. When dealing with negative reviews, it’s easy for defensiveness to sneak into our replies, undermining the effort to approach them with understanding and professionalism.

A Team Effort
Delivering top-notch service in today’s hearing market means providing warm and professional interactions every step of the way. For many practices, the front desk staff needs to be as committed to this goal as much as the practice owner for patients to receive the level of service they would write a review for.
To encourage your staff to consistently provide excellent patient support, consider offering incentives for receiving a certain number of reviews that mention the staff, or even a staff member by name. At the very least, remind your staff often of the main purpose of your business: to improve people’s lives through healthy hearing (served with a smile, of course).
Running your own practice is hard work, but receiving positive feedback about the difference you’re making in your patients’ lives can be all you need to remember why you do what you do. At AudiologyPlus, we like to encourage this kind of positive feedback through efficient website design. Our custom-built ReviewMe plugin makes leaving a review for your hearing practice a simple two-click process—straight from your website. This removes the confusion patients can face when trying to navigate different review sites online, and greatly increases the odds of them leaving you the 5-star review you deserve. Contact us to learn more.

Women talking in a group

Generate Talk: Use Online Reviews to Boost Your Practice

In the socially connected world of the new millennium, a practice’s reputation is vetted in real-time by patients leaving feedback about their experiences as online reviews. Essentially the evolved form of word-of-mouth marketing, online reviews have made it easier than ever to capitalize on this powerful form of patient referral. It’s also never been so easy to get it wrong. And the facts are clear: this is the time to get it right.
A stunning 90% of consumers rely on online reviews before choosing a business, and patient-targeted studies have found that at least 72% of patients read online reviews as their first step in choosing a new health care provider. What’s more, these trends are only getting stronger, with incredible growth year after year. This comes as no surprise considering the ever-widening reach of sites like Google and Facebook across a rapidly increasing number of people online.
Gaining more reviews for your practice does wonders for your visibility online. This is especially true for local search results, as search engines like Google give a higher search result ranking to businesses with “prominence” online. Prominence refers to several things, including positive rankings on review sites. Online reviews can be a powerful ally for your business’s ability to reach a wider local audience online.
Beyond local searches, having your website mentioned (and linked to) by various review sites is also an excellent way to boost your overall search result ranking, and is a critical element of a successful search engine optimization (SEO) strategy. Better ranking in the results makes it easier for people anywhere looking for hearing help or information to find your website through popular search engines. Considering that the children of aging Baby Boomers (who often live in different cities) are commonly interested and willing to help their parents search online to find the hearing services they need, it’s important for your website to be easy to find for anyone—anywhere.
By now, if you haven’t been making online reviews a focus of your marketing strategy, you might be reconsidering it. If so, you may be wondering, “How do I increase the amount of reviews I get anyhow?” This is a valid query, as simply asking your patients to leave you a review isn’t always enough. Busy lives and the endless threat of distraction can quickly defeat even your biggest fans. Some hearing practices try to work around this by setting up a “review station” in their waiting room—complete with a laptop and simple instructions. This isn’t ideal, however, as some review sites actually penalize businesses with too many reviews from the same IP address.
There are a variety of approaches to increasing the number of online reviews you receive. You could offer an incentive, such as a free pack of hearing aid batteries or discount on their next purchase. This is considered ethical (and within review sites’ terms and conditions) as long as it’s not dependant on the review being a positive one. A more cost-effective way to boost your reviews is simply to provide clear and concise step-by-step instructions for leaving a review for your practice. You already know you have happy patients leaving your office each day. Many of them would be more than willing to sit down to help your services reach others in need. But they may need a little guidance, so a quick and easy “cheat sheet” with a clear call to action (i.e. “Help Us Help Others!”) and a few steps for them to complete the reviews can go a long way.
Ultimately, no online review strategy will make up for sub-par services or care. This goes without saying, but there are a couple of tips about patient communication that can help boost your online reviews and maintain a positive reputation online. The first is to make a point to thank every patient who leaves you a positive review—and to do so publicly. Almost all review sites allow the business owner to comment on a review, specifically so owners can address negative reviews, but few people actually take advantage of those comments to return praise to patients who took the time to write a nice review. Showcasing gratitude bears well on your practice’s image and encourages future patients (especially those who found you by reading your reviews) to leave one for you as well.
The second (and critical) communication strategy for online reviews is to immediately reply to any negative ones you might receive. Your comment below a negative review must reflect patience, understanding, and a willingness to acknowledge where the reviewer is coming from. If their complaint is legitimate, you might even offer some form of consolation (a future discount, coupon, etc) if appropriate. In cases where the review is distorted, unfair, or exaggerated, it’s completely fine to state your case in the comment below—just be sure it’s done in a courteous and professional tone. Future patients will appreciate your direct communication and respect your approach to criticism.
At AudiologyPlus, we’ve worked with countless hearing practices to optimize their online review strategy. Over the years, we’ve found that the keys to a successful plan involve two critical elements: convenience and efficiency. Patients are almost always willing to leave a positive review when prompted to in a quick and easy-to-follow way. We built our proprietary website plugin, ReviewMe, with just that in mind. It offers patients a chance to quickly select the number of stars they feel their experience deserves—right from the hearing practice’s website—and then with a few simple clicks they can publish their review on the various review websites of their choosing.
And what about those occasional negative reviews? ReviewMe automatically notifies the practice owner of every review—positive or negative— that gets published. We know how important it is for you to have a chance to proactively respond to disgruntled reviewers, and we designed this software to make it easier than ever to maintain an excellent (and popular) reputation online.
If your practice could benefit from reaching a wider local audience on the Internet, then optimizing your online review strategy should be at the top of your task list. If you want to tackle this with leading-edge tools and professional expertise, be sure to contact us to learn how we can help.
 

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Online Reviews & Their Role in Your Practice

Shopping online has become a popular practice, with everything from groceries to furniture being available for online purchase and next-day delivery. The rapid rise of online purchases even has some experts warning of the complete extinction of brick and mortar stores in the not-too-distant future.
Dire predictions aside, it’s hard to deny the usefulness of making purchases online: they’re fast, easy, can be done in your pajamas, and offer you a quick comparison of similar items. Perhaps the most useful of all, however, is the ability to peruse online reviews of the products you’re considering. And you better believe those online reviews are there—they’re everywhere.
Online reviews have been increasingly reshaping the consumer’s relationship with product manufacturers and service providers alike. And it’s showing no sign of slowing down. A BrightLocal survey found that 88 percent of consumers trust online reviews as much as a personal recommendation—despite the fact that these reviews are coming from complete strangers.
It’s not even uncommon these days to see people looking up online reviews of products that they are physically shopping for in a local store. Crowdsourcing information on products and services has become the norm because nobody wants to be in the dark about a helpful warning or tip on a given item or provider.
As a healthcare practice, online reviews can present a unique set of challenges. It can often be frustrating to read a negative review from a patient who was given legitimately good service, but didn’t hear the result he or she had hoped for. A lack of appreciation for the technical background and professional obligations a provider has is common, and these are difficult details to communicate once a stone has already been thrown. Indeed, critics have often likened popular review websites, like Yelp and Healthgrades, to the bathroom walls. Anonymity can easily breed exaggeration.
Despite these challenges, it’s clear that online reviews are on the rise and consumer reliance on them is increasing as well. And the good news is that there are real benefits to be had. First off, service providers who acknowledge and work with the power of online reviews notice their search rankings in search result pages soar rapidly as more people leave them reviews on different websites. Additionally, even though negative reviews can be frustrating and difficult to accept, they at least offer a chance for the provider to give a professional reply—often giving the provider the last word. All in all, the increasing use of online reviews means more marketing happening on your behalf, and at no additional cost.
The most important thing to remember about online reviews is that they begin with that first handshake and end with your last keystroke. Of course you want to always offer services that leave patients satisfied and engaged, but even more, you want to reply to the reviews you do end up getting—both the good and the bad (especially the bad).
Your responsiveness on the most popular review websites, like Yelp, Healthgrades, Google, and Facebook, says a lot about your practice to prospective patients. It’s their little window into the type of person you are and the professionalism you practice. It’s also a free and easy way to give yourself an indirect introduction to literally thousands of potential patients who peruse those pages.

At this point, you might be thinking about time. As in, who has the time to monitor their online reviews like this? The answer to this varies, but for busy professionals who don’t want to let their online reviews lay fallow or, even worse, work against them, online services often become the next best option. There are numerous services that claim to not only manage your online reviews, but to even increase them, and our sound advice is always: buyer beware.
It’s important not to take for granted how sophisticated online shoppers are these days. Fake reviews often stand out as an awkward attempt at self-promotion and can quickly have a negative effect. It’s also important that the response you make to a critical review is well-written, understanding, and professional. In other words, it needs to be in your voice. If considering an online review-management service, select one that ensures you will be notified when your direct response is needed. Your future patients will appreciate it.
Approach this new landscape of search-before-you-choose healthcare with the sense of opportunity it provides. Never before have local providers been able to reach such a wide range of interested patients so easily. Never before has a provider with one angry patient been able to reply to his or her negative experience. And never before has the internet paved a way for healthcare practices to soar above the rest with a long tail of glowing reviews. You too can launch your practice to new heights with proper online review management.