Believe it or not, about 5% of the clients who leave your clinic are in some way disappointed with the experience they received. Some of those clients may tell you at the time, but most don’t - they just go home and tell their friends, and if you’re unlucky, they tell the internet (in the form of a negative Google Review or Facebook post).
Why Do Clinics Need a Reputation Management Strategy?
In today’s super-competitive world, these things matter. The impact might not be immediately visible on the surface, but the damage is being done. For every 5% of unhappy clients, 95% are delighted and would generally be happy to recommend you, but don’t (or at least don’t do it proactively) because there’s no easy way.
This is why you need a reputation management strategy for your business. With a strategy in place (built around a reputation management software like Customer Radar), you can achieve the following:
1. Find Out Who Is Unhappy and Intervene
Address concerns privately before they become public, turning potentially negative situations into positive outcomes.
2. Encourage Happy Clients to Share Their Experience
Provide happy clients an easy way to share their positive experiences online.
How Can A Reputation Management Strategy Drive Improvement?
Once you’ve got a sense of where your clinic's reputation stands, start to leverage your client feedback to make strategic improvements. A reputation management software is your helping hand here, supporting your clinic to:
1. Fill Excess Capacity
Attract new clients searching the web for a dentist or vet by showcasing positive reviews, giving them a reason to choose your clinic over others.
2. Improve Customer Retention
Identify and resolve issues before they become public, retaining more clients and building stronger relationships.
3. Keep Your Team Engaged
Share positive feedback with your team, using it as a coaching tool to improve client experience and keep your team motivated.
How Does Reputation Management Contribute to Success?
“It’s helping us become even more successful, offer better customer experiences and ensure our teams feel valued and thanked – so many facets from one solution!” says Marketing Manager, Kath Sim about Customer Radar - read the full case study here.
Reputation management goes beyond simply avoiding pitfalls—it's about actively cultivating a positive brand image that draws in new clients and keeps existing ones loyal. Implementing a reputation management strategy is a proactive step toward long-term success for your clinic.
