Reputation management for clinics involves actively shaping and maintaining the public perception of your dental or veterinary clinic. It’s about ensuring every patient or pet owner leaves with a positive experience they share with friends or online. In today’s digital age, reputation management is more critical than ever.
“We’d heard so much about the importance of having a good Google standing in helping patients find us and choose us.” mentions Tara Williams, Practice Manager at Wellington Dental Practice - read the full case study here.
Customer experience has overtaken price and product as the top brand differentiator, particularly in the healthcare industry where trust and personal recommendations are paramount. Most people read online reviews to assess the quality of a local business, and a significant portion trusts these reviews as much as personal recommendations. This means every interaction at your clinic counts, whether it’s your team's friendly demeanor, the cleanliness of your facilities, the efficacy of your treatments, or even the availability of parking. Each element contributes to your overall reputation.
For clinics, actively managing this reputation is essential. Reputation management tools allow you to prevent negative experiences from going public and instead turn them into opportunities for improvement.
Ensure clients can share their concerns privately with you. Software like Customer Radar automates the process by asking clients for feedback one hour after their appointment. Once set up, it operates hands-free, streamlining the feedback collection process.
Set up prompts for clients to leave reviews after their visit, such as follow-up emails or text messages. Streamline the process, so that you receive a consistent amount of relevant reviews over time.
Establish a protocol for responding to negative feedback. A handy framework is the S.O.S. method: Say sorry and acknowledge the issue is upsetting for the client, open the conversation to truly understand the issue, and look for a solution that works for you and the client.
Regularly analyze feedback to identify recurring issues and areas for improvement. Hold regular team meetings to discuss feedback and develop action plans to address problems.
Maintain an active presence on social media and review platforms. Engage with your online community by responding to reviews, and comments, sharing updates, and showing appreciation for positive feedback.
Investing in reputation management isn’t just about mitigating risks; it’s about leveraging every client interaction to build a strong, positive brand that attracts and retains clients. This proactive approach will help build trust and loyalty among clients, contributing to your clinic’s long-term success.