Online business reviews can make or break your TMS practice overnight. However, cultivating positive reviews isn’t so easy. In addition to providing a memorable in-clinic experience to your patients, there are a lot of other things you need to take care of.
In this article, we will walk you through the best practices for acquiring positive business reviews and highlight the don’ts of dealing with reviews.
Let’s get started.
Tips for Garnering Positive Business Reviews
According to a local customer review study, positive reviews on a local business make 91% of potential customers more likely to avail the business services, whereas 81% of leads can be discouraged from proceeding due to negative customer feedback.
Considering how staggering the statistics are, it is important to focus on building a positive business profile in order to build cultivate with your audience, and in turn, boost your local SEO efforts and SERP (search engine results page) rankings in the long run.
Here are a few ways you can ensure that your happy patrons share the positive customer experiences they have with your TMS clinic:
- Focus on Offering a Positive Experience
Before you even consider asking your patients to share their reviews of your clinic, it is important that you first do all you can to ensure you’re delivering a positive experience in the first place.
In order to earn customer trust and loyalty, your team members need to be customer experts, who understand the importance of customer relationships, are trained to handle clients, and use all that information to deliver a great experience.
- Enable Your Patients to Leave Reviews
There are a multitude of online review platforms and business listings available for all types of businesses. However, it is important to carefully pick the platforms that are relevant to your business, are user-friendly for the customers, and have simple review guidelines.
- Encourage Patients to Leave Reviews
You can use in-clinic signage to encourage your patients to leave reviews.
Apart from that, you can also collect email addresses and follow up after a few days to ask for a review/feedback.
- Point to Third-Party Review Sites (from Your Website)
It is important to include links of your third-party business review profiles within your own websites.
This will allow your potential customers easy access to your business reviews profile, which may impact their decision to pick your TMS clinic, while encouraging regular patients navigating your TMS website to handpick their favorite review platform to leave (hopefully) positive feedback.
- Engage with Your Customers on Review Sites/Platforms
It’s not only important to respond to negative reviews in a constructive, helpful manner, but also common courtesy to show gratitude to your loyal users when they leave positive feedback on your business review platforms.
However, you need to make sure to personalize your responses instead of using a generic template, like a “Thank you!” or “Sorry for the inconvenience.”
Addressing the patient/customer with their first name (if available) and crafting a personalized message that addresses whatever the feedback is can go a long way.
What NOT to Do
Your regular and potential patients’ purchasing decisions depend on your online reputation. Therefore, it is unwise to compromise your reputation by indulging in business reviews malpractices.
Here’s a list of don’ts you should never include in your business reviews strategy:
- Don’t pay or offer customers incentives to get fake business reviews.
- Don’t leave reviews yourself (or ask your staff members).
- Avoid deleting negative reviews (if the platform gives the option to do so).
- Don’t respond aggressively to negative reviews. Take accountability, express your regret, apologize, and promise to provide better service in the future.
- Don’t leave negative reviews on your competitors’ profiles (or pay others to do so).
- Don’t hire a spammy reviews generating agency to write fake reviews for your website.
Remember – it is next to impossible to trick the algorithm of reliable review platforms that are consistently trying to make their websites more trustworthy. Consequently, it is fruitless to invent creative ways to fake a positive reputation.
Wrapping it Up
Even though the niche of TMS clinics is relatively new in the small businesses community, there’s a lot clinic owners can do to grow their business just by maintaining a positive online reputation.
In the digital world, you can either win your marketplace or become invisible within local search just by a few positive or negative reviews on social media.
Therefore, it is important to maintain a business profile for online reviews on a handful of review websites, and aim for obtaining no less than 4-star ratings and high-quality testimonials from active users in your industry.