remove, respond and get positive reviews
TRANSCRIPT
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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
www.expert-reputation.com
(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.
www.expert-reputation.com
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
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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
I can answer any questions you
may have about your reviews.
mailto:[email protected]:[email protected]:[email protected]:[email protected]