The dominance in social media and online review sites have taken over as the places for people to give their opinion, good or bad.
You have probably not received an angry letter from a patient in quite some time. If you received an angry letter it may not have felt good knowing someone was dissatisfied, but it was not broadcasted for everyone to see.
A study by the Pew Research center found that only 16% of US adults never read online reviews before a purchase.
Today, an online review, good or bad, is going to be seen. It is important to not hide reviews of your practice or give people a false sense of who you are by creating fake reviews. What you should do is use these reviews to better your practice. Good reviews are obviously a positive for anyone thinking of giving you business.
Negative reviews should be taken just as serious as the good ones. You have an opportunity to reach out to people who were unsatisfied and try to fix the issue. You still may have that negative review, but you can at least work to make sure the issue does not happen to other patients. You want to be able to show people that you are actually focused on your patient’s concerns or problems.
While social media and review sites can be a double-edged sword, it is a fundamental transformation in how we communicate. The need to work on a way to monitor and, in some cases, control what is said about your practice online has never been so important. We need to promote fun and develop an engaging dialogue with our friends that allow our personalities to shine.
It’s all about building a relationship. If you can keep that at the forefront of your online strategy and foster that goal throughout your practice, the internet can be your very best friend. If you let others control what is said about you, you are putting the blood, sweat, and tears you used to build your practice at risk.
This is where an online marketing strategy comes into play. Having a team that can build a solid reputation for your practice online will help lead patients to your practice.