Back to Basics: Getting Good Reviews Starts with Patient Experience
Getting good reviews on Google, Yelp, Facebook, and other sites is a top SEO and marketing goal for most dentists. Not only do online reviews affect search engine rankings, but they also impact how patients choose a dentist.
We’ve discussed strategies you can use to progressively collect more reviews in past posts. We’ve also outlined how to respond to reviews in a timely and positive way.
Today, however, we’re going to go back to basics:
Getting good reviews starts with creating an outstanding customer experience.
First things first: Get the whole team on board
Make sure your entire team clearly understands the quality care goals to be met in the practice. A fully engaged team will delight patients into leaving rave reviews.
During each interaction, a patient should feel that:
- He or she has your full attention.
- You are trustworthy and have his or her best interests at heart.
- You are organized and capable.
Use morning huddles to discuss these goals and to review what’s working and where improvements can be made.
Collectively make it a goal to create an atmosphere so comfortable, convenient, and compassionate that patients feel compelled to share this in a review!
Observe from the patient’s point of view
Take a step back and observe from a patient’s point of view.
Is the patient’s experience outstanding at every single touchpoint?
From the initial phone call to time spent in the waiting room to the moment the patient checks out, every single person on the team must be invested in creating a polished and professional experience.
You offer high-class dentistry using only the finest techniques and materials. Does everything in the practice – from the waiting room to the team itself – uphold that high standard?
Let’s give them something to talk about
Give your patients something to talk about.
Make their experience SO GOOD that they feel they just HAVE TO tell others all about it. Pamper them with their favorite amenities, show personal interest, offer referral bonuses, and put their comfort above your own.
Obviously, the experience you and your team create for patients plays a huge role in building loyalty – but it can have a powerful impact on your practice’s online reputation as well.
Make it easy
Finally, make it easy!
Patients are busy. They may have every intention to share positive feedback about your practice, but then…life happens. Because of this, it’s important to make it as easy as possible for patients to give you a review.
Make a point to, not only ask a patient for a review but then show how to leave the review using his or her phone. Many practices find the easiest way to do this is to text the patient directly.
Using review software with texting capabilities, you can send a link to your review site on Google, Yelp, or Facebook and show patients how to leave reviews while they’re still in the office.
In conclusion, getting good reviews and building a strong online reputation starts with patient experience.
There are techniques and strategies you can (and should) implement to increase your practice’s online reviews. However, it’s important to remember that the experience your team creates for the patient is where it all starts.
Set quality care goals for the practice and, as a team, ensure everyone is committed to creating a compassionate and comfortable atmosphere for patients.