FACT: Most people will read 4-6 reviews before they decide to call a practice.
FACT: Most consumers trust online reviews from strangers as much as recommendations from friends and family.
FACT: If you don’t have a five-star ranking, you are losing potential patients!
With today’s search and review sites, it’s a given that prospective patients are going to see your reviews from former patients. Be in on Yelp, HealthGrades, or Google—patients have many platforms for sharing their cheers and jeers with the web-browsing public.
If your response to this fact has been “do my best and hope for the best” then you are putting your head in the sand. Ignoring the reality of your online reputation is a recipe for failure.
And if you think flooding your own website with cherry-picked testimonials is a solution, think again. Prospective patients know they’re going to find rave reviews on the website promoting your business. Unless the reviews are live-streamed from an established site, there’s no point even including them.
So, is there anything you can do when you get a negative review, you may be wondering? Absolutely!
It’s a fact of the dental care industry that you are always going to have some patients that come away dissatisfied. No clinician can escape this, but we have ways to counteract negative reviews. We can make sure your good reviews outweigh any unavoidable negative outliers.
With online reputation management, we employ strategies that let you:
From a clinician’s point of view, orthodontic specialty practices are a one-issue marketplace. If the treatment is successful (and the service is warm and friendly), the patient should be happy. Right? A great smile should equal a satisfied patient.
Unfortunately, the truth is that you’re going to find patients who give you low-star reviews because tightening their braces gives them three days of aching teeth each month. You’re going to have patients blaming you for slow progress, when they can’t keep track of how many hours they’ve been wearing their aligners. It may not be just, but patient satisfaction is not always a rational game. Orthodontic treatment can be a bumpy ride, and emotions always win out when patients write reviews.
This may not be fair, but its how the game works today.
The truth is that it can be a lot easier for general dentists to keep their returning patients happy. General practices build their client-base on long term relationships, but orthodontists by definition do not have that luxury. Having a steady stream of new clients is critical to your business’s survival—and online reviews are the gatekeeper to those patients.