Create immediate trust with your potential patients by developing your brand with positive reviews.
Healthcare as a business can suffer greatly from things like negative news stories or bad reviews. You may have heard the phrase “the internet doesn’t forget,” and that’s very true. If for some reason your brand suffers something negative, say a malpractice lawsuit, that can end up being the first thing people see when they search for your business for a long time, and negative reviews can impact both how people see your business, and your overall SEO.
But, these types of situations can be repaired. A more recent news story about a positive development will take precedent over an older negative story. A combination of addressing negative reviews and encouraging good reviews from your satisfied patients can fix a review score in a surprisingly short time.
Not all aspects of reputation management should be handled on an individual level, but reviews are one area that you can influence. Reviews give a lot of power to the consumer, so it should come as no surprise that 90% of people check reviews before committing to any kind of purchase. If you have an excess of negative reviews, that can be bad for business, but there are ways to turn it to your advantage.
Getting negative reviews is incredibly difficult and not worth your time, but you can use them as a customer service opportunity by responding in a genuine effort to make things right. Begin by apologizing for their bad experience, and ask if there’s anything you can do to make it up to them. This can actually work to your advantage, as customers say they have more trust for products in services that have at least a few negative reviews.
People are much more inclined to leave negative reviews than they are to leave good ones. You likely have far more satisfied clients than unsatisfied ones. Try asking them to leave a good review next time you see them. You’ll probably be surprised how many follow through.
This may seem counterintuitive, but as we said before, negative reviews can be good for business. Resist the urge to filter them out, and take steps to make sure you have more positive reviews than negative and you’ll see how they can work for you.