Reputation Management Needs A System
Your online reputation is too important to your success to leave to chance. Dental practices have to take proactive steps to maximize positive reviews and minimize the damage of negative reviews.
Reputation monitoring and management is typically assigned as an additional duty to an already busy staff member. Reviews aren’t always posted during working hours, however, so there will almost certainly be times when a negative review languishes online without being addressed.
It’s vital to have a clear and detailed internal policy for handling reviews, positive and negative. Acknowledging positive reviews and thanking the reviewers in a timely fashion is always well-received.
reviews usually require a different approach than engaging online. You can invite disgruntled posters to contact your practice directly to discuss the issue, but that’s typically where online interaction should stop. There’s too great a chance of the conversation devolving into a shouting match or blame game… where everybody can read it.
You probably won’t be able to determine who posted anonymous negative reviews. But when you can identify the poster, make every effort to reach out offline, whether over the phone, by email, or text message.
It’s not uncommon for negative reviews to emerge from misunderstandings or unmet expectations. Those misunderstandings can be clarified and unmet expectations can drive improvements in your practice.
Like all things non-dentistry, reputation management and monitoring can eat up a great deal of time. For dental practices of all sizes, there’s a new, state-of-the-art alternative.
SmartBox’s Rave™ Reputation Management System
Rave™ takes the hit-or-miss out of getting dental reviews. By automatically sending an SMS review request message (or an email, if desired) to every patient’s cell phone, Rave™ helps dentists get every possible review. And your positive reviews are automatically promoted to Google, Facebook Twitter, as well as your website. Search engine “crawlers” find those reviews and boost your ranking on organic search.
Rave™ also provides email alerts whenever a new review is posted. You’ll know at once when a negative review is posted. Take advantage of the one-touch “respond” option to begin dealing with the unhappy patient or prospect. Rave™ integrates with your practice management system with no effect on system performance.
Get Rave™ Reviews
You can win at the new online word-of-mouth marketing game and spend less time doing it with Rave™ . For more information about this milestone in dentist reputation management, call one of our Digital Practice Consultants at (866) 731-1776 today.