How to Improve Your Online Reputation
Has your practice suffered from a negative review online? Do you wonder how you should respond to the negative review?
Here are some tips on what you should do…
Every day, people use the internet to find locations and services, buy products, write reviews, conduct research and get information.
When a business receives a negative review, the automatic reaction is to take this to heart. But it’s important to recognize negative reviews not only as a negative but also as a positive. You can try to turn a dissatisfied patient into a happy patient. Or use the customer’s insight to improve your patient experience and services as a whole.
If you think you can ignore a bad review, you’re wrong. By not responding you’re telling everyone that sees the bad review that you don’t care about your patient’s feedback. Responding to complaints can help increase customer advocacy. As long as you receive mostly positive reviews, the odd negative review shows that your business is genuine and credible. Plus, the positive reviews become more meaningful.
Make sure you respond to the feedback quickly and that the patient is aware of your response – Customers often want to see how you respond and what you’re going to do about what they’ve told you.
Use Tools to Monitor Your Online Reputation
Before you can address the negative reviews you have to be aware of them. With more customers using online review sites and social media channels for sharing feedback, it’s almost impossible to manually monitor them all. Set up Google Alerts to get notifications of mentions of your brand or any keyword used on the web. It’s quick, free, easy, and effective. Simply enter the search terms you want to be alerted about and decide how often you want to be notified. Every time that search term is used online, Google Alerts will notify you via email.
Turn Negative Reviews on Social Media to Your Advantage
Try to address and resolve any issues publicly on the channel your patient is using. Transparency shows that you have nothing to hide. If you need to take the conversation off that channel, say to email or private messaging, be sure to update the original thread once the resolution has been reached.
If you get a bad review, it’s usually a symptom that something is wrong. To turn it into something positive, you must first understand the root cause. Find out why someone is upset and respond on the channel they used to share their feedback. A simple message on the lines of:
“Thank you for taking the time to review us, we are sorry to hear you’re unhappy with the treatment you received. If you would like to send an email to _____ we will look into this further for you. Many Thanks”
- On Facebook, you can respond to reviews via your page or reply to comments directly. For a private message, this can be done in Messenger.
- On Twitter, you can respond to any tweet with an @reply. For a private message, this can be done in a direct message.
- On Instagram, you can respond to mentions with a comment that contains the customer’s @username. For a private message, this can be done in a direct message.
If you would like any further information then please give the Dental Design team a call on: 01202 677277
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