Reputation sticks with you, both in and out of business.
Everyone likes a reputation without tarnish, and that goes for your practice, too. But sometimes, we can’t control how our reputation is built. Word of mouth from dissatisfied patients can greatly alter the way we and others perceive our day-to-day operations.
So how do we maintain a healthy reputation with current and incoming patients?
Well, you can start with lending a sincere and honest ear to the patient who’s upset. If they’ve just delivered a well-written and thought out negative review about your business, react logically, not emotionally. You may think you’re doing your best to help a patient, but you could be wrong.
Now, the good never comes without the bad. I’m sure you’ve browsed Yelp or Google before, only to surface some really harsh and nasty paragraphs that couldn’t even be called reviews, but more so, attacks. In our digital age, when someone is dissatisfied with their experience in a practice, they, more often than not, want their voice heard afterwards.
Practice reviews with Sprout is a format we’ve created to manage the impossible. Now that patient who didn’t get the experience you’d hoped CAN speak up, but instead of Yelp or Healthgrades being the first ear they reach, it’s yours. You get the feedback you need without the hassle of a public relations nightmare.
What’s the easiest way to demonstrate something? Usually, visuals. Let’s go with that.
As you (hopefully) can see, the format is simple for the user AND the receiver. No deception involved.
The importance of the practice reviews setup is not just to get your practice more reviews online, but it’s for your business to have an honest addressing of the clientele it serves. It’s the patients you have saying “Here, let me address the elephant in the room FOR you.”
Prime example, coming right up!
Let’s say you own an urgent care. Sally is your front desk woman, and you haven’t the slightest clue that she’s been telling patients that their wait times are 15 minutes or less, all while being a little pushy when people ask what’s taking so long. This is simply not true. You’ve just started a practice reviews campaign, and after a week, you see negative reviews piling in. They all have one common denominator; Sally. Your patients are upset after meeting one person inside your practice. Now, you can address the situation from multiple points of view, versus just your own.
All in all, there are a multitude of reasons that practice reviews can benefit your business. From getting an outsider’s perspective, to improving your reputation online for all to see, the positives are endless.