Attracting new patients is all about getting your practice name as well as your doctors’ names at the top of local search results. Getting there involves improving the number of stars on your Google Business Profile (GBP) or the site of your choice, the count and sentiment of reviews and how you respond to the feedback people are leaving on your profile.
Unfortunately, the majority of patients who feel the need to leave unprompted feedback on online profiles are those who have felt they had a negative experience, while the majority of happy patrons stay silent. According to a recent interview with Neil Patel (one of the top 10 marketers according to Forbes), collecting as many reviews as possible should be your main focus when it comes to getting found and chosen.* Doing this will amass more positive reviews and increase where a search engine ranks your practice in the search results, plus having more positive reviews increases customer trust in a local business significantly.*
Simply collecting more reviews is not enough, though. The way a business responds to a review, either positive or negative, will also influence customer trust.
89% of consumers read business responses*
56% say a business’s responses have changed their perspective on the business*
So how do you get more patients to leave a review?
We think about review management in two buckets: reactive review management and proactive review management. Reactive consists of only responding to some reviews if patients choose to leave them without being prompted or manually sending review requests to patients you know are most likely to leave a positive review—which can be a tedious process. Being proactive in review management involves automatically requesting feedback within 24 hours of a patient’s appointment and responding to feedback from all patients.
Although neither of these methods is wrong, being reactive is like waiting to use sunscreen until after you’ve been burned—you’re still able to mitigate the problem, but you’ll still feel the pain and have lasting tan lines that may bring some unwanted attention. Choosing to be proactive with your review management by automating the process allows you to get your review requests in front of all your satisfied patients right after a positive experience and increase the chances of obtaining those positive reviews—ultimately building trust in your practice while reducing your workload.
The best reputation management platforms will use automation to make proactive management simple and they’ll be able to integrate with your Practice Management System or EHR so you can track where your new patients are coming from and the ROI of your efforts.
If you’re looking for a partner to help you become proactive with your review management, learn more about our solution to see how we can start helping you, today!