Online patient reviews hold immense power. A staggering 90.4% of patients trust online reviews as much as personal recommendations. Taking reputation management seriously can have a significant impact on your dental practice by attracting new or potential patients and building trust with existing ones. However, simply asking for reviews once in a while won’t be enough. A strategic approach focused on choosing the right channels and engaging patients thoughtfully is key to getting the most out of your review collection efforts. This includes capturing compelling video testimonials that can be used for both social media and on-site marketing.
Understand Your Audience and Choose the Right Platforms
Understanding your primary patient demographics is crucial when choosing review platforms. Age, location, and online behavior play a major role in understanding where your audience is most active online. Generally, younger generations gravitate towards platforms like Yelp and Google, while older generations may prefer Facebook or local review sites (like NextDoor). Additionally, consider niche review sites relevant to your specific dental specialty for targeted reach. Remember, choosing your platform thoughtfully can help you get the most reach and impact out of your efforts. It’s incredibly difficult to manage more than one or two platforms consistently so avoid feeling the pressure of being everywhere and having a strong presence on multiple platforms.
Asking at the right time, in the right way
Knowing how to ask patients for reviews can be tricky. First, make sure you have a clear understanding of when and why you’re asking your patients for their reviews and how you want them to do it. For those moments when your patient is in the office and is fresh from a positive experience, consider a simple verbal request to start the process. Here are 3 scripts your staff can use to ask patients for reviews:
- For positive experiences: “It seems like you had a pleasant experience today. Would you be willing to share your feedback with others by writing a review on [platform name]?”
- After a specific procedure: “We’re always looking for ways to improve our services. Would you mind sharing your thoughts on the [procedure name] you received today?”
- For online reviews: “We encourage you to leave us a review online. It helps others understand the quality of care we provide.”
Capture Testimonials for Your Website and Social Media
A good online review on your website can offer several benefits, including improved SEO, greater content control, and enhanced patient trust. Moreover, capturing video testimonials opens up exciting opportunities for social media engagement and on-site marketing.
Here are some tips for capturing in-person testimonials:
- Train your staff to identify positive experiences. Encourage them to observe patient body language and facial expressions.
- Offer simple feedback forms and online surveys. Make it easy for patients to provide feedback through dedicated paper forms or QR code cards for later completion online.
- Capture video customer reviews using a consistent setup in your office with a neutral background. Train your staff to ask patients for permission and capture brief, impactful video testimonials from dental patients.
- Always obtain written consent before using patient testimonials publicly. This ensures you are legally compliant and protects the privacy of your patients. For more information on legalities and consent options, please refer to this article.
Automate Review Requests
Automating review requests for patients with consistently positive experiences can significantly save time and ensure the timely collection of valuable feedback. Consider utilizing tools like Yapi to automate review requests via email or text, especially after services that consistently leave patients satisfied. Sending emails or texts to patients after their appointment and pointing them towards your specific channels helps increase the percentage of patients that leave reviews. But also consider it might be wise to avoid requesting reviews for particularly hard or painful procedures.
Sample Scripts for Text and Email Making a Review Request:
Hi [Patient Name], we hope you’re doing well after your recent appointment at [Clinic Name]. We’d love to hear your feedback! Would you consider leaving a review on Google to share your experience with others? It would be a huge help! Just click this link: [Google Review Link]
The team at [Clinic Name]
Subject: Share Your Experience with [Clinic Name]!
Dear [Patient Name],
We hope you’re feeling great after your recent visit to [Clinic Name]. We strive to provide exceptional care for all our patients, and your feedback is valuable to us.
Would you be willing to share your experience by leaving a review on Google? Your insights will help others make informed decisions about their healthcare. It only takes a few minutes, and you can access the review page by clicking here: [Google Review Link]
We truly appreciate your feedback!
The team at [Clinic Name]
Here are some additional tips for effective testimonial requests:
- Personalize your message: Use the patient’s name and reference their specific experience.
- Make it easy to respond: Provide a clear and direct call to action, including the link to your Google review page.
- Express gratitude: Thank the patient for their time and consideration.
- Keep it concise: People are more likely to respond to shorter messages.
- Offer an incentive (optional): Consider offering a small incentive, like a discount or free consultation, for leaving a review.
- If you don’t hear back from the patient after a week, you can send a polite follow-up message.
Respond to Reviews Effectively and Ethically Edit Testimonials
Responding promptly and professionally to all reviews, both positive and negative, is very important.
Here are some tips for responding to positive reviews:
- Acknowledge and thank the patient for their positive review or positive feedback.
- Personalize your response by addressing the patient by name and highlighting specific actions or services they praised.
- Remember HIPAA compliance. Be careful to never reveal protected personal or health information when posting any review or response.
- Consider sharing the review on your website and social media channels, but be mindful of the legalities of repurposing content that doesn’t belong to you.
For each negative review it is important to respond with empathy and professionalism:
- Acknowledge the patient’s concerns and apologize for their experience.
- Offer to resolve the issue directly and privately.
- Avoid being defensive or argumentative.
Editing Reviews for Clarity and Appropriateness
Sometimes testimonials or reviews can be long, rambling, or unclear. Or perhaps there’s a great quote in the middle of a longer testimonial and you just want to showcase the best part. When is it ok to edit patient feedback?
Here are some guidelines for ethical editing:
- Modify only for clarity or grammar using accepted typographical conventions.
- Never change the meaning or intent of the patient’s words.
- Always disclose any edits made to the testimonial, using clear and transparent language.
- Obtain written consent from the patient before using their testimonial publicly. This is essential for protecting their privacy and ensuring they are comfortable with their words being shared.
- Here is a comprehensive list of ways you can edit a quote or testimonial using accepted standards.
Unlocking the Power of Positive Reviews: A Flourishing Dental Practice
By implementing a strategic approach to review collection, focusing on the right platforms, automating requests for positive experiences, and capturing compelling video testimonials, you can effectively leverage the power of online reviews to:
- Attract new patients: Positive reviews build trust and encourage potential patients to choose your practice.
- Improve patient satisfaction: Addressing concerns and resolving issues promptly demonstrates your commitment to providing quality care.
- Boost your online reputation: Responding to and sharing positive reviews helps you stand out from the competition.
- Enhance your social media presence: Engaging video testimonials can attract new followers and drive engagement.
By taking these steps and using tools like Yapi, dental offices can unlock the full potential of online reviews. Ready to embark on the path towards a thriving practice? Contact Yapi today to learn more about how our solutions can help you manage online reviews and capture powerful patient testimonials.