When making a decision on a purchase or choosing a healthcare provider, do you look up online reviews about prospective providers? If so, you are not alone. According to a 2015 Bright Local survey, almost 92 percent of online consumers — including potential patients — read online reviews. 1
In addition, 88 percent of consumers trust online reviews as much as they trust personal recommendations.2 These statistics alone demonstrate how crucial it is for your practice to have a positive online reputation in order to attract new patients.
How can you make sure you are getting five-star reviews that help turn online users who are searching for chiropractic providers into new patients? Follow the five tips below or download this free tip sheet.
- Make It Easy. Embed icons that link to your social media pages on your website, such as your Facebook, Google+, and Yelp business pages. This simplifies the process for satisfied patients to write reviews about your practice.
- Simply Ask. Some practice owners forget about this easy way to amass more five-star reviews, perhaps assuming that patients do not want to take the time to leave a review. Simply asking your happy patients to write a review will go a long way in helping you build a positive reputation online. You might be pleasantly surprised by how willing patients are to spread the word about the outstanding service they have received. If a patient declines, graciously accept and thank them for their consideration.
- Respond to Positive Reviews. Think you can leave a review to stand on its own? While you can leave it be, responding directly to a satisfied patient takes your service to the next level. Respond to the review directly on the review or social media site, thanking your patient in the comment section for the time they took time out of their busy days to share their positive experience. Perhaps the biggest reason to pay attention to favorable practice reviews is that positivity breeds positivity. Imagine a situation where a patient thanks you for your services and explains that going to your clinic for pain management changed their life. You respond in kind and really thank them for choosing your center. A second patient sees these remarks and decides to make a similar post. Before you know it, you have a whole list of favorable reviews, which is ideal for your overall online reputation. Your patient will be happy that you recognized their kind words, and prospective patients reading your reviews will notice that you’re professional, polite and value your patients’ opinions.
- Respond to Negative Reviews. It can be difficult to hear negative feedback about your practice. However, 86 percent of online consumers would like or love to hear from a company regarding a complaint or negative review.3 Before you respond, take a deep breath and try to remain objective. Taking the time to respond thoughtfully illustrates your problem-solving skills and shows that you care about all your patients’ experiences at your practice. If you or one of your staff members did something wrong, apologize publicly and directly, recognizing what you could improve upon. Invite the reviewer to contact you or your staff directly to further address the matter and offer a solution if possible. Often, simply knowing that their opinion is important is enough to placate someone who is upset.
- Take an Introspective Look. If your practice receives a number of negative reviews about the same issue, it’s likely that the reviews are right. You can use this feedback to your advantage. Talk to your staff and consider their explanations of the incident. Determine what truly happened and who made the mistake. It’s important that you be objective when investigating the review. As a small business owner, your first instinct might be to defend your practice, but try to keep an open mind. Make note of the areas that could use improvement and execute a plan of action to rectify the situation. Online reviews provide a wealth of information that you and your team can use to improve your patient-satisfaction rate.
Star rating is the No. 1 factor used by consumers to judge a business or practice.? Even if a patient of yours recommends your chiropractic services to a friend, it is likely the friend will look up your online reviews before deciding to book an appointment with you — so don’t overlook the impact that your online reputation has on your practice’s overall success! For more help on building a glowing online reputation, download this free tip sheet on Managing Your Online Reputation from ChiroMatrix, the leading provider of chiropractic websites and online marketing solutions.