Review sites are popping up everywhere, and it’s more important than ever that the reputation of your hospitals and physicians are up to par. In this day and age, people have a soapbox at their fingertips; one person can express their poor customer experience to the masses instantly through a mobile device – there’s a lot of power in social media.
Fortunately, that power can also be used to your benefit. Positive reviews can speak volumes and encourage referrals. Here are some ways to boost your number of reviews and refine your reputation management techniques.
Make it easy to leave a review – Accessibility is critical to increasing your reviews. If people have to jump through hoops to leave their opinions, they probably won’t do it. At the end of the customer experience, invite them to leave a review on your Yelp page or another ratings website. With that said, make sure your websites and other marketing collateral clearly list or link to those review sites.
Implement monitoring tools – Social media never sleeps; the Internet is 24/7. It’s near impossible to address every single complaint or compliment, but there are several tools at your disposal so you can come close. Google Alerts is one such tool. It scans search results to find any mentions of your brand and delivers these mentions straight to your inbox. Other tools like HootSuite allow you to track certain keywords in the social media realm.
Don’t shy away from negative reviews – Your first instinct may be to leave a bad review alone, but that’s one of the worst things you could do. Many review websites actually let you contact the reviewer or at least comment on their review. If people visit the website and see a number of bad reviews left unattended, then it reflects poorly on you. Following up with a dissatisfied patient could even turn that negative review into a positive!
Wax Custom Communications can help improve your reputation management with these strategies and many more. To learn more about Wax’s reputation management services, visit waxcom.com or call 305-350-5700.
