At your medical practice, you work hard to ensure that every patient has a great experience. You have a wide range of services to address your patients’ needs; you employ cutting edge technology and the latest advances in your field, and you always go above and beyond protocol so your patients leave your office feeling satisfied. But eventually, it happens to all doctors, surgeons, and medical practitioners and practice owners – a bad review gets posted online by an unhappy patient.
In 2016, the first impressions that potential patients receive online can make or break whether they end up in your waiting room. If you wake up one morning and find a negative review posted on social media, Yelp, or a similar platform, your first reaction is going to be the most common one – to hit the panic button and frantically search for how to have it removed.
At Crystal Clear, we are innovators in the digital marketing industry, and talking our valued clients through this particular problem is a common occurrence. Keep calm – we can help!
In addition to helping your medical practice grow and develop, the Internet also lends you the ability to practice Reputation Management – that is, how your particular voice and brand are viewed and conveyed to the Social Patient searching for services online. You may have heard the phrase, “it’s not about what problems we face that define us; it’s how we choose to handle them,” and this is absolutely true for handling a negative review and managing your reputation online.
One Bad Apple Will Not Spoil the Bunch
In the grand scheme of things, one or even a few negative reviews will not negate all of the positive reviews that you have worked so hard to generate. With any business big or small, medical or otherwise, a few unsatisfied customers are par for the course, but continuing to encourage your happy patients to leave you positive reviews will help offset any unsatisfied patients you encounter along the way.
Don’t Hide or Delete – Reach Out!
This goes back to hitting the panic button. Remember: it’s not the problem itself that matters, it’s how you choose to handle it. Rather than investing your energy into trying to hide or delete unfavorable comments, try this approach instead:
- Reach out to the reviewer if possible, either by private message or email. It is typically a best practice for businesses to respond to the reviewer directly and visibly on the platform itself, but as medical professionals who uphold the standards of HIPPA and patient confidentiality, it is in your best interest to have this correspondence privately.
- Convey to them that you’re sorry they had a less than satisfactory experience and try to make it right
- Best possible scenario: the reviewer revisits their negative assessment of your practice and changes the review in your favor based on your gold standard of customer service
Reputation Management Through Your Medical Marketing Website
It is a proven fact that the testimonials page is one of the most heavily trafficked pages for most medical practices. So although it is possible to leave reviews on social media, Yelp, and other platforms, encouraging your satisfied patients to leave reviews through your medical marketing website is what is going to carry the most weight for managing your reputation. And here’s more great news: reviews that are put directly onto your website can be filtered and managed much more effectively than they can through third party websites.
Prospective patients are looking at your testimonials page, so encourage those positive reviews and don’t sweat the small stuff. If you’re already part of the Crystal Clear family, then we are already helping you establish and manage your online reputation. If you haven’t signed up with us yet, it’s never too late to get started!
Contact Crystal Clear today to find out more information and get started on your journey to effective reputation management.