How to Build an Amazing Online Reputation - a podcast by Tyson Downs

What was discussed?

Quote of the Day: “I’m not a product of my circumstances. I am a product of my decisions.” – Stephen Covey

It is extremely important for a doctor or dentist to have an excellent online reputation, especially in today’s world. According to internet research, 80% of Americans will use the internet and search for health related information. About 80-85% will trust an online review as much as a recommendation of a friend.

Claim Your Profiles

Go to these sites and set up your profiles - Doctor.com, Healthgrades, Yelp, RateMDs, Zocdoc, etc. Make sure you’re on these sites so that you can get reviews! Make sure you have an updated profile and that it’s consistent across all sites. Complete your profiles and make sure that you include images on your profiles so that people can make connections with you. Images are important in building trust, authority, and a good user experience. A complete profile should include contact information, your URL, how long you’ve been in practice, a description, languages, images, and services.

Encourage Feedback

People aren’t just going to leave a review because you’re amazing. You need to specifically ask for feedback from patients. Ask them to leave their comments and a review for you on your websites. Put a review site badge on your site where people can click a link and people can easily leave reviews. Having a Review Portal on your site makes it easier for everyone to locate the places to leave the reviews.

Project a Friendly Image

You want to be approachable, warm, and caring. Ensure that this image is consistent both in person and online. Be sure to train your staff to embody this same caring and friendly image as they are the first face that patients see when visiting your practice.

Properly Manage Reviews

Most businesses aren’t going to get 100% positive reviews. If you’re confronted with a negative review, make sure that you respond positively and professionally to the review. If you can find the person who left the review, contact them personally and resolve the issue. People are more likely to give you a second chance if you personally reach out to them, let them know how important they are, and let them know that you care. (Warning: Be sure to comply with HIPAA policies. Make sure that you do not confirm/deny that someone is in fact a patient.)

Follow these steps to successfully navigate a negative review:
1.    Thank the reviewer
2.    Write your response in a human voice
3.    Apologize if necessary
4.    Address the issue
5.    Consider future readers

Train Your Office Staff

A lot of reviews don’t have anything to do with the service you provide. A lot of reviews are about the experience they had with your office. That starts with your front office staff! Make sure that your staff is fully trained and is aware of the importance of your reviews.

Provide Old-Fashioned Care

We have social media and online presences, but it’s the old-fashioned bedside manner and listening skills that dictate a great patient experience. Patients want to feel cared for and respected, and this should be the priority in every interaction. It’s hard to please everyone, but it doesn’t hurt to try to make everybody happy!

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Have you considered hiring a company to help you market your practice? If so, be sure to check out this free report I put together called: The Consumer Awareness Guide to Choosing an Online Marketing Agency. Learn the exact questions you need to ask to ensure you don’t get ripped off.  You can pick it up at: http://titanwebagency.com/report

Check out the show notes at:

titanwebagency.com/podcast/084

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Further episodes of The 10 Minute Healthcare Marketing Podcast

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