Remove, Respond and Get Positive Reviews

7/27/2019 Remove, Respond and Get Positive Reviews

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Remove, Respond and Get Positive

Online Reviews

Presented By:

David Engel

Review Concierge


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Opening Questions:

How many people have seen reviews about theirpractice?

How many would say the reviews are mostly positive?

How many have seen negative reviews?


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Reality:

Most practices have a review somewhere.

Reviews have been around for quite a while, BUT THEY

ARE GROWING EXPONENTIALLY NOW.

More Importantly, Online Reviews have become theMOST INFLUENCIAL source of consumer sentiment.


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Exponential Growth Over 100MM Yelp visitors in January 2013

Over 1MM new reviews a day

Now getting over 1MM new reviews PER DAY

How many people here use Yelp? How many leave reviews on Yelp?


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THE CHALLENGE

Websites Proliferating

The number of review sites is growing rapidly

Traffic to the top 10 review sites grew on average 158% last year

Over 60+ sites now with reviews related to healthcare providers

(Source: Search Engine People, 12 Statistics On Consumer Reviews)


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Who Is Using Online Reviews

Only the young and tech savvy?

Surveys have proved otherwise

(Source: Experian, How Word of Mouth, the Internet, and Online Consumer Reviews Influence Purchase Decisions)


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Reviews even pop-up in simple map searches,

so impressions may be shaped on the way

Google Maps immediately references reviews whenyou pull up more information about a location

www.expert-reputation.com


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Yelp on 9.2MM mobile devices


(Source: An Introduction to Yelp, December 2012 on yelp.com)

MOBILE REVIEWS Use

Every second a consumer

generates directions or a call

from Yelps mobile app

45% of all searches on Yelp

come from MOBILE devices


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Healthcare Providers

Doctors and Dentists are TOP 5 of

businesses searched for online.


Doctors and Dentists are

THE FASTEST GROWING

segment of online review visits.

*Source: Search Engine Land, Local Consumer Review Survey 2012 Part 2 May 2012+1 - 66 - 932 - 5888


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Removing (Disputing) Reviews

EasyDifficult

Moderate

How difficult to remove?Depends on the site where its posted.


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THE KEY - Proving your case

Convince the website that its in their best

interest to remove the review

Speak in terms that they care about:

Terms of Service Violation Quality of Editorial Content General Fairness(not as important)


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Dr. G said:

Both 6/24 and 5/16 reviews

were written by my ex. What

are the odds that two differentpeople mispell cancelled on

my profile?


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Dr. K kept it generic:

I am the person about whom

this review is written. It is

completely false and is causingdamage to my reputation. The

review is violating your terms

of service. Please remove it

immediately. Thank you.


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Successful Disputes

Look for rule violations

Most common rule violations: Duplicate postings Foul/racist language Not a patient


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Special Challenge for Pain Docs

When it comes to disputing reviews...

Often the stories sound real

No apparent rule violations


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If your dispute fails,

then Respond


18/29

Benign

Intention = "help me"

Malignant

Intention = to harm

2 types of bad reviews


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Benign Bad Reviews

To fix these, call the patient right away!

There's a chance you fix it, and go from:


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Malignant Bad Reviews

You cant do anything to make it right

Good news = its entirely possible to

neutralize a malignant bad review with a

good response


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COMMON THEMES:

"Didn't give me drugs"

Dear Patient. I'm sorry that you feel that

way. It sounds like I had to give you a

little bit of tough love. I do that whenpatients come in asking for pain

medications--and not really seeking a

permanent solution to their painproblems. I hope you get the

treatment that you need.


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COMMON THEMES:

Arrogant doctor"

Dear Patient. I'm sorry I came across

as arrogant. I just get very focused on

my work when seeing a patient. Yousaid that you only came in for one

visit. I think you would have been

pleasantly surprised if we completedthe treatment plan.


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What the internet can be...


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Reviews that match quality of care

Ask happy patients for feedback online

Give them a link to a profile where you need

a good review

Unless you regularly ask for feedback online,

only really happy... or really angry patientswill remember to write you a review online


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How to ask

If it wouldnt be too much trouble, would youleave feedback for me online?

Dr. White sends an email to patients aftereach visit, following up about their visit and

requesting a review

You dont have to be like Dr. White, but do

experiment and figure out a process.


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When to ask for reviews?

When are patients most happy / relieved?

If your practice is outcome based, then after

a successful procedure

If outcomes vary, then whenever you sense a

patient is most happy


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Talk to David

David Engel

Review Concierge

858-207-6167

[email protected]

I can answer any questions you

may have about your reviews.
mailto:[email protected]:[email protected]:[email protected]:[email protected]

Remove, Respond and Get Positive Reviews

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