With millions of consumers looking for dental services online, and with more and more information popping up on their screens every time they hit “Search,” your prospective patients are, predictably, looking for shortcuts. The best one out there? Obviously: another patient’s review. Forget your hard-earned degree, your shiny operatories, and nights and weekends spent on continuing education. The important thing is, what did Suzy and Patrick say on Yelp?
Studies show that over 70% of patients believe reviews posted online and use them as major input in their selection of products and services. Now, what an amazing (and free!) opportunity to turn your happy patients into a powerful sales force for your business. You’re changing their lives for the better every day; you’re skipping family events for them; you love them through better and worse – it’s only fair that they tell the world how much you care. But what if somebody does just the opposite and slams you on Google+?
It’s very hard (and often impossible) to have a bad review removed from major review sites like Google, Yahoo!, Citysearch and Yelp. These companies have built their businesses on their own reputation of being fair and objective, and showcasing the good and the bad of any local business. Would you trust them otherwise when you look for a restaurant this Friday night?
As a guideline, know that you only stand the chance of having a bad review removed if it’s profane, contains advertising or spam, is mistakenly written about the wrong business, or if the person who wrote it has a conflict of interest in providing such negative feedback. If one of the above is applies, you can follow some relatively easy steps for getting the review removed:
You get the idea. Most review aggregator sites follow very similar guidelines for removing bad reviews – and our customers report having very little success in getting their requests honored.
A bad online review isn’t the end of the world. Many of the most established, successful brands out there get them and are no worse for it. A bad review, when surrounded by a ton of great ones, can serve to show you’re a real business serving real customers. How you handle it makes all the difference, so here are two strategies that always work:
Most importantly, have a strategy and a process for how your office monitors for and addresses negative feedback. Without one, you’re more likely to be blind sighted by a bad review or react poorly and make matters worse.