How to Respond to Positive Healthcare Reviews
- Posted by: medisocial
- Category: Customer Care, Facebook, Google, Medical Marketing, Online Reviews, Reputation Management
A good or bad reputation can mean the difference between a practice thriving and expanding, or close their doors for good. In the digital age, a healthcare business’s reputation is controlled by consumers using online review platforms like Google, and Facebook to announce the quality of their services publicly. The good news is that this lets healthcare providers easily monitor and manage their online reputation, a power they can put to good use by responding in a timely manner to the reviews they receive.
While negative reviews often get the most attention, positive reviews are as, or more important! It’s important to respond to positive reviews to thank patients for taking the time to review your business and to encourage others to do the same.
With 92% of consumers reading reviews online, healthcare providers can’t afford to sit on the sidelines. An effective response will help ensure that a happy first-time patient becomes a regular, and 70% of complaining patients will come back if you resolve the complaint in their favor. The first step is engaging with them.
How to respond to positive reviews
It’s simple. Thank the reviewer, name drop, promote and tell the customer what to do!
Say thank you and be specific
No one would let a compliment pass them by in real life. Apply that same principle to a review response! And make sure to reiterate your patient’s compliment. This lets them know that a real person took time out of their day to acknowledge them, and that feels good.
Use the business name and keywords
Don’t miss out on the opportunity to drive your business up in search results—positive reviews work wonders in search. Referring to your business name, location and category (dental, podiatry cosmetic surgery etc) helps index that review online.
Market, market, market
Is your business famous for a particular procedure? Are you having a promotion next month? A review response is a great place to get the good word out.
Give your patient a task
Not as scary as it sounds. Where applicable, invite them to try a different service the next time they visit or bring a friend!
As you can see, there’s a ton of potential hidden in a positive review response. Instead of one advertisement to rule them all, each review is an opportunity to sell your business!