In today's competitive world of podiatry, Google Reviews will have a huge impact on your practice and business. Besides having a quality podiatry website, your online reviews are a great way to attract new patients, or destroy your reputation.
Podiatrists rely heavily on building trust and credibility with potential patients. Positive Google Reviews will heavily influence a potential patient's decision when choosing a podiatrist. So the question is, how can you encourage satisfied patients to leave those valuable reviews?
1. Make it Easy and Convenient:
The Power of the Ask: Don't be shy! Politely request reviews after successful appointments. You can do this either verbally or in writing.
Verbally: "We strive to provide excellent care, and your feedback is valuable to us. Would you be willing to leave a review on Google about your experience today?"
In Writing: "Thank you for choosing our practice! We'd appreciate it if you could share your experience by leaving a review on Google. Here's the link for your convenience: [Insert your Google Business link]."
Streamline the Process: If asking in person, have a QR code in the office that leads directly to the review page that patients can scan to review right away (Use sites like QR Code Monkey to make free QR codes). If asking in a text or email after the visit, include a direct link to your Google Business listing to make leaving a review easy for satisfied patients.
Ask Quickly: Request reviews as soon as possible after a positive patient appointment. Ideally, you should send an email or text message within 24-48 hours of the appointment while their memory of the visit is fresh. This can mean more detailed and genuine feedback. Bonus points if you can get patientts to mention the conditions treated or the treatments used! (i.e.- Doctor so-and-so helped treat my flat feet with custom orthotics!)
2. Respond to Podiatrist Reviews:
When you do recieve reviews, take the time to acknowledge the person who gave it to you and respond back! This should be done with both positive and negative reviews.
Positive Reviews: Respond with a sincere "Thank you" and highlight a specific aspect of their feedback you appreciate. This shows you value their opinion and encourages others to leave reviews.
Negative Reviews: Respond professionally by acknowledging their concerns and outlining the steps you'll take to address it. This demonstrates your commitment to patient satisfaction and helps potential patients see how you handle issues.
When you responding to positive reviews, it shows your patients that you value their feedback and fosters a sense of community around your practice. It shows potential patients that you're engaged and interested in building relationships.
3. Use Technology and Automation:
Using patient relationship management (PRM) software to send automated review request emails at a predetermined time after appointments can be effective on many levels. This ensures consistent follow-up and frees you up to focus on patient care.
Though automated reminders are a great tool, be mindful not to bombard patients with emails or else you run the risk of being marked as spam and blocked. Also, ensure that your PRM system allows for customization to avoid impersonal messages.
4. Provide an Exceptional Experience:
When it comes down to it, the best way to generate positive reviews is to deliver exceptional patient care. This includes:
Clear Communication: Explain procedures thoroughly, answer questions patiently, and actively listen to patient concerns.
Efficient Appointments: Minimize wait times, respect patient schedules, and offer online appointment booking for convenience.
Friendly Atmosphere: Create a welcoming and comfortable environment. Train staff to be courteous and professional, and consider offering amenities like Wi-Fi or beverages in your waiting room.
Dealing with Negative Reviews
While positive reviews are what we all strive for, negative reviews will pose a significant threat. If left ignored or unaddressed, these reviews can do the following:
Deter New Patients: Potential patients will often prioritize negative reviews. A single bad review can overshadow multiple positive ones and create a perception of poor care or unprofessionalism. This can deter new patients from even considering your practice.
Damage Credibility: Negative reviews cast doubt on your expertise and experience. If left unanswered, they can erode the trust you've worked hard to build with your existing patient base.
Spread Quickly: Online negativity travels fast. Unhappy patients may share their reviews on social media platforms, further amplifying the damage.
Impact Search Rankings: Search engines like Google consider online reviews when ranking local businesses. Multiple negative reviews can push your practice down in search results, making it harder for potential patients to ever find you online.
Negative reviews are not the end of the world. It's important to remember that negative reviews can also be an opportunity for growth. By responding professionally and taking steps to address patient concerns, you can demonstrate your commitment to improvement and potentially turn a negative experience into a positive one.
Validate the patient's experience. Even if you disagree with everything they said, acknowledge their frustration and apologize for any inconvenience they may have faced. Offer to discuss with them privately via email or phone. This shows respect for the patient's privacy and allows for a more productive conversation.
Conclusion
Cultivating a strong online reputation is essential for any podiatry practice today. By providing exceptional patient care,strategically requesting reviews, and professionally addressing both positive and negative feedback, you can harness the power of Google Reviews to attract new patients and build a thriving practice.
Remember, excellent service is the foundation of positive reviews, and a commitment to continuous improvement ensures that even negative experiences can become opportunities for growth.
