With Google Reviews maintaining an all-time influence over how consumers choose their service providers, it’s no wonder that patients would use a similar approach when vetting your Endodontic practice. This is especially the case for those patients who are particularly anxious about Endodontic treatment. It’s so important to ensure your practice’s online reputation speaks volumes not only about the spectacular service you provide but also how patients feel afterward.
The quantity of reviews your practice accumulates plays a crucial role, as well. A higher volume of reviews enhances credibility and shields your practice from occasional negative feedback, a reality faced by all businesses. Insights shared by our partners at Hamilton Wise underscore how review quantity significantly impacts your Google business rating and resilience against the inevitable negative review.
For Example:
While a 1-star review could reduce a practice with 10 total reviews by 3/10ths of a star, a practice with 50 reviews might only see a 1/10th star decline from a single 1-star review.
Recovering from a 1-star review, however, presents a significant challenge. Depending on your review count and average rating, it typically takes around 10-20 five-star reviews to elevate your rating by a tenth. For the case of a practice with 10 reviews, that’s an average of 30-60 reviews to get back to where they were before the negative review.
The moral of the story: amassing a higher number of reviews acts as a defense against inevitable criticisms. However, soliciting reviews is easier said than done and can often feel a bit gross, if we’re being honest. In this article we outline 5 strategies to build your patient reviews authentically and rapidly.
Timing and Context are Key:
Asking for a review out of context can feel disingenuous if asked out of context. That’s why it’s important to listen to the patient and learn to spot opportunities where asking for a review feels less awkward. For example, if the patient is complimenting your staff on how clean and comfortable your practice feels. Perhaps the patient is commenting on how much easier the procedure went then they expected. These are often opportunities where it feels more natural to ask the patient to leave a review of their experience on your website, especially when they are so forthcoming with feedback as it is.
Personalized and Appreciative Approach:
You can often incorporate a review request into your typical patient check in process. Imagine you are checking in with your patient right after treatment completion, and you’re asking questions like: How do you feel? Did that go as you expected? Better than you expected? Your administrative staff can ask these questions, too during their follow-up calls. When your patient responds positively, it’s a natural lead in to ask them to share their feedback with others. Be sure, to express genuine gratitude for their trust in your practice and delight that you were able to exceed their expectations.
Educate Patients on the Impact of Reviews:
Patients are often motivated to take the time to leave a review when they know their review can have a positive impact on others. Explaining to your patient that their fears, anxieties and concerns are not uncommon. Many patients have them and sharing their feedback helps other patients seek critical treatment they may have avoided otherwise. This strategy is why the efficacy of review requests are so much higher if you personally ask a patient for a review vs blindly sending them a request, ensuring the patient is personally invested.
Provide Multiple Review Platforms:
Enhancing accessibility by offering diverse channels for leaving reviews streamlines the process for patients, increasing the likelihood of participation Perhaps you choose to send them a request to their phone, maybe you have an automated system in place or maybe you have a clearly visible QR code at checkout so patients can scan and review right on the spot. The easier and more accessible the process, the more likely patients are to submit a review. Additionally, it’s helpful if you are able to provide a space for patients to share their feedback if you were not able to meet their expectations. With DentalEMR, you can collect Google Reviews, while additionally providing the patient a private space to provide feedback when their expectations have not been met. Not only does this help reduce the chance that less than optimal reviews land on your Google Business profile but it shows your patients that you intend to continually improve your services by giving their feedback the attention it deserves.
Incentivize Staff:
Every team member can play a key role in the accumulation of Google Reviews in your practice. However, some team members may feel a bit more uncomfortable about asking for reviews, which is why the above strategies are so important to share with your team. If you are still struggling to motivate your team to help with your review collection, you could also incentivize them. Luckily Google reviews are easily quantifiable, making it simple to set reasonable goals for your team in a particular timeframe and tracking completion of that goal. Your team is fundamental in your patient and practice success so it makes sense to reward them for their hard work and commitment.
By incorporating these approaches, you promote a culture that values authentic feedback, strengthening confidence through compelling reviews that position your practice as a premier and caring provider. This ongoing commitment to growing review numbers not only bolsters your presence in the community but also safeguards your reputation from potential setbacks.