An unprotected online reputation can be an unsatisfied patient’s proverbial playground. If patients feel like they were underserved by you or your staff (whether they really were or not), they want to share it with the world. While in the past that might have meant telling their spouse and maybe their morning coffee group, today it means they take to Yelp, CitySearch or Angie’s List and write a negative review of your service that could be seen by thousands.
While that may be enough to scare even the savviest of business owners, many dentists aren’t quite aware of just how important a good online reputation really is. For example, you might be thinking:
- It’s easy to ignore a negative online review, because nobody really reads them or takes them seriously, right?
- Who actually goes to review websites to check up on me, anyway? People don’t have the time!
- And seriously, how badly could a negative review really hurt my practice?
The answer, in a nutshell, is it can hurt you a lot…and we’re not just talking about your feelings. Research has shown that people do take online reviews seriously and most certainly read them before choosing to do business with anybody. Additionally, online reviews show up in a Google search of you or your practice’s name, so potential patients don’t even have to go to the trouble of visiting the actual review website and searching for your name to know a bad review is there. It’s just one, easy Google search away.
Some shocking statistics:
- 84% of Americans say online customer reviews have an influence on their decision to purchase a product or service. (Opinion Research Corporation, April 2009)
- A little more than half of all consumers find online customer reviews more important than the opinions of their friends and family. (HubSpot, 2013)
- Only 3% of consumers NEVER check out brands online before doing business with them. (McKremie Online Reputation Management Survey, November 2012)
So what does one negative review really cost you? A March 2012 study by customer relationship management organization, Convergys, reveals that one (yes, just one) online negative review can cost you up to 30 new clients. That’s 30 new patients who are looking online for a dentist that need routine teeth cleanings, sealants and in some cases, veneers or dental implants…30 new patients who probably have families that will also need your dental services…and 30 new patients who will choose that other dentist around the corner if they find anything negative about you or your practice online.
So, what could one negative online review mean for your practice’s bottom line? Check out the real cost (in actual dollars) of just one negative online review based on some of today’s common dental procedures.
*Procedure averages from fairhealthconsumer.org for 75231 postal code
Don’t leave your hard-earned reputation in the hands of a disgruntled patient, ex-employee or over-zealous competitor. BullseyeMedia is now offering a full-service reputation management program that extends beyond monitoring and goes on the offensive to take control of your online reputation and brand. We use a powerful software that scours the internet 24/7 looking for reviews, social media mentions and local directory citations of your practice. If anything negative shows up about you, we are notified immediately and we can take action. To ensure that we’re doing more than just defending your reputation and proactively protecting it, our new reputation management program will also include:
- Daily reputation, reviews and competition monitoring
- Facebook Business page design
- Twitter page design and account management
- LinkedIn profile creation
- Purchase of branded domain names
- Claiming your profile on up to 25 social media sites/month
- Turnkey program to get more positive patient reviews
- Process for addressing negative reviews before they go public
- A reputation and brand visibility website that is mobile-friendly.
- Patient reviews videos and more
Don’t leave your reputation up to someone other than yourself. If you want to take a more pro-active approach to protecting your online reputation, contact us today at (800) 506-9817 and learn more about our new online reputation management services.
Visit DDSReputationDefender.com to request our latest eBook, “The Definitive Guide to Online Reputation Management for Dental Practices.” It’s Free!