Online Reputation

Don’t Just Count Your Reviews, Make Sure Your Reviews Count

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Once you have your patients ready to leave reviews, please remember this advice.  Do not encourage them to post from any device in your office that may be using the same IP address.  I know it seems like a simple way to get your reviews done.  You are already talking to the patient about leaving a review.  Why not go ahead and let them leave the review from your office?  Here’s why…

These review sites are smart, and they want to make sure the reviews are fair and honest.  The have different systems in place to catch what they believe are fake reviews.  Several reviews coming from the same IP address will appear to be reviews coming from the same person, and these reviews can get removed.  Even if every review is from a different person, just being from the same IP address will raise a flag against those reviews.

If your office doesn’t offer wireless internet to your patients, then you’re mostly in the clear.  Just don’t let them post their review from one of your computers or devices linked into your internet.  If you do offer wireless internet in your office, even posting from their own tablet or phone while using your internet could get that patient’s review filtered.  Try your best to get them to leave their review later from their own home.

This system really is in place to protect your office.  Not only are the sites making sure that someone is not falsely leaving positive reviews for your business, they are also watching for people posting fraudulent negative reviews.  I’m sure your patients are always happy with your office, but imagine some occurrence where someone is not pleased. They could go home and create multiple accounts and leave multiple negative reviews for you that place your office in a bad light.

Don’t be afraid to ask your patients about leaving reviews, just remember that they need to leave their review somewhere other than your office.  You want all the reviews you can get, but you want to make sure these reviews count.

Turning Review Readers into Review Writers

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As hard as it may be to believe, just because someone reads your patient’s reviews, that does not always mean that they will feel inclined to leave a review of their own. Usually the idea simply does not occur to them.  This study published on Statista shows that people are four times more likely to read a review about their doctor than actually leave a review about their doctor.  This is where you and your staff come in.

A wealth of positive patient reviews, not only helps casual surfers turn the corner and become patients, but it also aids in your dental search engine marketing. Online patient reviews are an important component in how your website, review listing or local listing ranks in comparison to your competitors. Or course, this is only one component of dental search engine marketing, but it does carry some significant weight.

You should always let your patients know how much you would appreciate a review.  Use incentives to thank them for being a loyal client and for sharing the experience they’ve had at your practice with the rest of the world.  Post signs and literature that prompt your happy patients to ask you or your staff for more information about leaving reviews on sites like Google, Yelp, and Facebook. Make sure to ask your marketing company for the most effective signage, they likely already have something created. Or give us a call at Dental Game Plan and we would be glad to steer you in the right direction.

The main thing you can do to get the word out about leaving reviews is to make sure you or your staff mention it to every patient that comes through your door. For Dental Game Plan clients – all you need to do is get their email address and we’ll do the rest.  You may be surprised how many of your patients are more than happy to leave a positive patient review for the great service they received at your office if asked to do so.

All reviews are good reviews

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More people are leaving more reviews overtime.  This graph shows the percentage of different generations who have posted a review online as of the first quarter of this year.  At that time, 63 percent of Millennials have posted a review online.  With numbers like this, you can see how important it is to make sure that every review counts.

All of your reviews will not be positive.  The fact is, no one is perfect and we all have room for improvement.  The same is true for your dental practice.  You can benefit from those less than stellar reviews by learning from them and making positive changes in response.  With every bad review there is the opportunity to address the complaint and make sure that someone else doesn’t have the same experience and leave a similarly bad review.  For example; lets say someone leaves a review stating that they waited a long time before being seen or they felt your staff wasn’t as welcoming as they could have been.  You might take a step back, look at and see where you can make adjustments and ensure there are new protocols in place so your front office area isn’t seen as a “waiting room”.  Notice how long you are spending with your patients in the back versus how long they wait for you up front and see if that ratio can be improved upon.  Find out why your staff isn’t making it a priority to welcome every patient that comes though your door and stress to them the importance of doing that, maybe you can teach them how to be more engaging during your next staff meeting.

Reviews are some of the best tools for insuring that your business is the best it can be.  Make sure that any bad reviews you might receive become beneficial to your practice.

How To Truly Connect With Patients on Social Media

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In this day and age, social media is a critical part of your marketing!  You probably already have some engagement on Facebook, Twitter, and more, and if so – you deserve a pat on the back! But now, let me ask you this… What type of content are you putting up on these sites?

It is your goal to get as many page likes, shares, comments etc., but are you providing your audience with content they can connect with? Sure they want to see that you know what you are doing, with amazing before and after pictures. They might even like to read a short blog post including dental education. But if we are honest with ourselves, most people don’t scroll through their news feed hoping to learn about the root canal process. Would you? (Dentist, don’t answer that Ha Ha).

Visual content is CRITICAL. Here is something that time and research has proven your audience does want to see: Real time pictures of real people! They want to see the latest training you received or when your dental assistant gets engaged. They would love to see the charitable event you attend every year in March. Let them celebrate with you by posting pictures of an office staff member’s birthday celebration or dressing up for Halloween!

Equally as important, they want to see your patients! Share a celebratory photo of a patient whose braces you just removed after 2 1/2 years or a patient’s new smile after implant treatment! Share the humor in a patience numb mouth after prep work for a crown.

Getting pictures of your patients can be challenging, but don’t worry, we have you covered!! Try using posters! Posters with bright colors and fun captions are a wonderful ice breaker, allowing your patients to get involved and even allowing it to be FUN! Something like “My dentist rocks” or “My lips are numb”. How could anyone turn it down? Display these funny, light-hearted placards  in your operatories and around your office and get the conversation started.

Showing potential new patients that you offer a fun filled, yet also professional dental practice is critical. There is no better way to do this than showing off happy patient photos with you and your office staff! Allow people to become connected with you on a personal level! Good luck and happy picture taking!

Has Your Dental Practice Been Searched Today?

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Welcome to the age of sharing!  Where everyone’s opinions are out there and they all matter (to one degree or another).  I am talking to you about the power and importance of online reviews.  Thanks to technology, it is incredibly simple for every customer to find out all that they need to know about any business before even walking through its door.

People ask for their friends’ opinions quite often, but their friends can be biased.  Also things that are important to one person may not matter to another.  If someone wants access to the thoughts of a broad and diverse group of people, online reviews are what they look for.

A recent survey from 2014 found that 72% of people felt that positive customer reviews made them trust a business more.  Only 18% of people said reviews do not influence their opinion, and a mere 10% said that they don’t read online reviews.

Your prospective patients have countless review websites to turn to, foremost being Google+ and Yelp when they want to do their research before buying. Whether they are at home or work on their computer, or on their smartphone while going about their day, the reputation of your office can be found in an instant.  Your practice needs positive reviews to bring in more patients, and the more positive reviews you have, the more appealing your business will become.

Why Patient Feedback Is So Critical

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Have you ever lost a patient and thought, “wow, what did we do wrong?”  There is nothing worse than losing a patient to miscommunication or a misunderstanding.  So a top priority of ours is to make sure we hear and listen to the voice of your patients.

Opening up forms of communication also helps you avoid 1 and 2 star reviews online in places you don’t want them.  To get feedback we put in place a survey, and ask your patients about their previous experience at the office.  Having this information allows us to take action quickly to save a potentially bad situation and salvage a long-standing relationship.

Saving an existing patient from leaving is just as good if not better than getting a new patient. Right?

Are You Good At Getting Referrals?

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Do you and your office staff have a system to tell your great patients that you are looking for one or two more just like them?  How do you approach that subject and what do you say to encourage your patients to spread the word about your incredible practice?

Although we would never suggest that you stop any of these practices in your office, we do want to help!  Some doctors just aren’t good at bringing up these subjects and for those of you who are we can help you enhance your approach and bring up this important topic through our incredible referral program.  Get patients excited about spreading the word and helping you find new patients for your practice.

Try this program as part of our 5 free patient promotion. The time is now — Get started today!

Mission Impossible: The Plight of Dentistry

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You have to be a Dentist AND run a business!  Seems daunting and yes, sometimes may even seem impossible, especially if  you consider that the world is driven by technology and things can change in the blink of an eye.  That’s why it’s important to stay on top of all of it!  But what does that mean?  How can you know for sure that you are getting likes on Facebook? Reviews on Google or Yelp?  Page ranking in search engines? And clicks on your Adwords campaigns???

Maybe the better question is how can YOU do all of this and still treat patients, have staff meetings, work on cases, order materials, run payroll and try to have a life outside of work??? Sounds a little like mission impossible.  However with great teamwork anything is possible.

We want to team up with you and your practice to help you accomplish your new patient and financial goals to give you more personal free time and a more exciting work environment.