Asking patients for feedback can be difficult and awkward. What if they say no? What if what they have to say isn't positive? What can you say to encourage them to take action?
Posted on 6/1/2016 by Wendy Hensley, Marketing Manager
Patient testimonials are quickly becoming as valuable and important as word of mouth when it comes to bringing new patients to your door. In a recent report by BrightLocal, 92% of consumers now read online reviews vs 88% in 2014. In that same study, they also found that dentists are the most read reviews second to restaurants only. Having positive reviews online can actually boost revenue 5% - 9%.
With stats like that, it's hard not to ask for reviews!
Who should ask
Before starting with what to say, we have to talk about who should do the asking. It's key that the person that has the closest connection to the patient ask for the review. Very often this person is the hygienist. The hygienist sits with the patient the longest, gets to know them on a deeper level, and therefore the patient is most likely to respond positively to a request. If the patient is asked by someone they've not had much interaction with, they are likely to dismiss the request and not follow through. Personal relationships are key to follow through.
It's best to start by asking if your patients had a great experience.
"Did you have a good experience today? If so, would you mind if I sent you a testimonial request?"
It can literally be that simple. Here are a few other ways to phrase the question.
"We appreciate you coming into our office today. Would you mind leaving us a review?"
"Your feedback is very important to us. Would you take a few minutes to leave us a review?"
"Do you read online reviews? We do too! Would you mind leaving your comments for us?"
You've got reviews; now what?
Once you hone in the verbiage that's best for your practice and team, then you've got to decide what to do with them. It's important you respond to reviews whether positive or negative. Keep in mind that someone leaving a positive review is taking time out of their day to leave feedback that will bring more patients your way. Responding to those reviews will show existing as well as new patients that you care and listen to your patients.
As for negative reviews, remember that being positive and high level is always the best tactic. Recognize that their experience wasn't the best and encourage them to contact your office to resolve the matter offline.
For more information on WEO Media's online review generation service, click here.
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