Welcome to another segment for public relations tips and tricks. Today we will be discussing how you and your practice can work to get great online reviews from your clients and patients. In today’s day and age, the Internet is our main source of information, entertainment, and more. Whenever I am looking for a doctor or restaurant in my area, I tend to google “best dentist in the San Diego area,” or “pizza in Bronx, NY,” and what usually pops up? Many listings for dentists in San Diego and even more listings for pizzerias in the Bronx. So how do I make my choice? I check the reviews.
Good Reviews vs. Bad Reviews
For me and many other people, reviews dictate whether or not that business or practice will bring in more clients or patients, and whether or not it will generate more business. Here’s a great example of a review that would turn anyone away from seeing this dental professional, take a look:
“I probably would not recommend this doctor to anyone, it definitely was not the smoothest procedure I could have had. The dentist was short with me and did not bother to take the time to explain the procedure to me. I felt anxious and will never return to this office again.”
What does this tell you? Either the patient had a truly awful experience or is singling out this office if all the other reviews are great. Remember that your actions and words affect your patients and clients even if you think it doesn’t matter what was done or said. The ultimate goal you want to have as a business or practice is to get reviews like this one:
“SO professional! I have never had a dentist that walked me through each step of the process and with consideration for my comfort. I had no pain and there was no wait when I walked in. The staff is friendly and organized. I will definitely be seeing them again for all my dental needs!”
Now, how do you get reviews like this? Here is a short list of tips and tricks to get the best reviews for your business or practice.
- Customer service
- Smile & Bedside Manners
- Encourage strong client/patient-staff relationships
- Business cards (with a link)
Excellent customer service is a key factor in keeping patients and clients. How often have you experienced a bad phone call with customer service just to think, I’m never going back there again! Maybe once, maybe all too often. Make life easier on your patients by providing customer service that is friendly and patient. If a person is having a hard time finding your office or feels that they were billed wrongly for a procedure, take the time to walk them through everything and who knows, maybe they were right and if they weren’t, they’ll appreciate that you took the time to explain everything to them. People love transparency and convenience, so give it to them!
Always Have a Smile on Your Face & Good Bedside Manners
As someone who has worked the front desk back in the Philadelphia area, I can assure you that people like walking in the door to see a friendly face. Depending on the nature of your company, if you’re a medical or dental practice, remember that your patients may not be feeling well that day and need a little compassion to feel comforted and a smile is the perfect way to disarm them. If you have a client that is worked up, a friendly smile along with a sit down chat can very well give them a sense of relief and let them know that you are truly listening.
Strong Client/Patient-Staff Relationships
My childhood dentist has known me from the early age of 11 years old and she wasn’t the only one. I’ve known the very lovely front desk receptionist for the same amount of time as well as the dental hygienist. In fact, I knew the hygienist’s sons too! This made me feel so comfortable when going in for my routinely dental cleanings, like I was a part of the family. Each time a patient or client returns to your office make an effort to get to know them and ask how their families are or how their day is going. Those efforts are never left unnoticed and people feel more comfortable working with a doctor when they know each other a little better.
Business Cards (With a Link)
Most likely your business or practice already has tons of business cards. But do any of those business cards have a website linked to reviews or testimonials? By adding this to the backside of your business cards, you are giving your patients and clients the option to give honest reviews about your business or practice. This way you can see what you are doing right and what you may need to improve upon to generate more business and patients. If a patient or client has had an awful experience in your office, always address them and see how you can redeem yourself. If a patient has had an excellent experience and created a review to say so, don’t forget to say thank you; it’s just common courtesy!
Arm Your Business or Practice With PR!
Now that you know some of these quick and easy tips, put them to the test! If you already have business cards set up, put a sign by the front desk or in your waiting room with a link to create reviews and testimonials. This way, your patients and clients will see that you strive to constantly improve your business or practice with their feedback, and in return, promotes you as a professional. Take some time today to make some changes in the way you approach your patients or clients, smile a little bit more, listen intently, and provide transparency. Let us know how these tricks worked for you or if you have any other tips, feel free to comment below, we’d love to hear from you!