With the world slowing down and people increasingly at home, your online reputation has never been more important. When people are searching for healthcare services, they increasingly turn online to decide where they will go. This applies to dental practices, chiropractic, and all healthcare spaces! We’ve had a few questions come up about online reviews, since several review sites have temporarily suspended publishing online reviews. We’ve got a few tips and recommendations for practices to follow regarding online reviews during this unprecedented time.
1. Keep cultivating online reviews.
Online reviews matter for your practice. According to the 2018 BrightLocal survey, consumers read an average of 10 reviews before trusting a local business. And 40% of consumers only take into account reviews written within the past 2 weeks, up from 18% the prior year. So getting those online reviews—and especially recent ones—helps people to find and trust your practice. Even if all reviews aren’t published immediately, Google has indicated that it will eventually publish reviews that are currently waiting in a holding pattern. So this means, once Google is back to publishing reviews, you will have a stash of reviews waiting to be published and bring people into your practice.
2. Be sensitive to the times in your messaging.
If you spend any time messaging or marketing to your patients, it is important to be sensitive to what is happening in the world. Making a personal connection with your patients matters—no one ever wants to feel talked at. And not acknowledging that this big thing is happening in the world makes your practice seem robotic and disengaged. Personal messaging shows your patients the “face” behind your practice. If you acknowledge or are sensitive to the times, patients will feel engaged with you on a level that creates a lasting connection. So if you do reach out to patients to get reviews, adjust the message to acknowledge COVID-19. So if your office is closed, even saying something as simple as, “We miss you! During this time, we would love to hear more about what you think about our practice…” makes a big difference.
3. Request reviews in two phases.
As always, Zingit recommends collecting reviews in two parts. This means one initial request for a review (using sensitive language as mentioned above) that asks for a simple, one-touch star rating. Then, when people have given you a negative review, you can reach out and find out what went wrong—and attempt to make it right if necessary. And if people offer a 4 or 5 star review, send them an easy link directly to major review sites (like Google and Yelp) to see if you can build up those public positive reviews (for whenever they get published). Zingit has the tools to make this process simple and effective!
4. Monitor and respond to reviews as they come in.
It’s always important to keep a pulse on reviews. With negative reviews, it can help your practice improve in areas you may not have noticed. You also have the opportunity to respond to negative reviews to either make it right, or clear up—in a very positive way—what may have gone wrong. With positive reviews, it helps you to shout them to the world! Learn more about our tips and action steps when monitoring online reviews!
5. Publish and share your be st reviews with your audience.
As positive reviews come in, with Zingit, you can automatically share them on your social media accounts and website. This amplifies your online reputation to the max, getting positive reviews in as many places as possible, and therefore in front of as many people as possible. And now more than ever, with people spending extended time at home, your online reputation matters!
These times really are unprecedented, and practices need to find ways to connect with their patients and potential patients in a way that is engaging and lasting. Zingit is here to help!
Interested in trying Zingit?
Set up a demo to learn more about how we can help your practice with its online reputation and more today!