How Should Me Dental Practice Respond to Bad Online Reviews?

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Bad reviews happen to every business owner, whether they run a tiny dental practice or a multi-billion dollar conglomerate. Sometimes, it’s patients telling their friends and family what happened. Other times, they make sure to tell everyone who might Google dentists in their area. If you’re looking for the best way to respond to online reviews, we’ll look at what you should know.

Never Ignore Your Patients

The first rule of customer service is that no one has 100% good reviews, and if you do see another dentist boasting about this, you should immediately doubt their data. Most of the time, a truly disgruntled customer doesn’t have anything to do with you or your staff. However, even if you won’t make the customer happy, you still have to respond to their version of events. Failing to do so will make other customers assume that their concerns are the last things on your mind, and it can ruin your visibility on search engines like Google. 

Always Tell the Truth and Offer Support

Dentists make mistakes, just like everyone else. Drills may go too deep, crowns may fall off before they’re meant to, and extraction sites can become infected. Whether the bad review is based on a legitimate mistake or sheer bad luck, you’ll want to take responsibility for what you can or point out the unfortunate chain of events that led to the issue in the first place.

The next step is to offer some type of support to the patient in your online response. So, you might ask the customer to reach out to the office to work through the problem. Or you may note how you’re taking steps to address an issue, such as a discourteous staff member or long wait times.

Improve Your Online Marketing 

At Digital Healthcare Professionals, a marketing agency in San Diego, we help dentists who want to improve their online presence, and your reviews play a big role in whether you show up in search engines when a patient needs a filling or a teeth cleaning. If you’re looking for a team that can help you manage your reviews, whether you have just a few or you’re drowning in criticism, contact us today so we can get started.

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What Can a Website Report Tell Me About My Optometry Practice?

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It can be easy for a small optometry practice to dismiss their website as a marketing tool. Optometrists may sign up for a bare-bones site that lists little more than their services and office hours. If this sounds familiar, you may want to learn what exactly a website tells you about your practice and why you need reporting tools to get those answers. Below, we’ll list what these reports tell you and what they say about your business.

1. How Many Visitors Your Website Has

Even a poorly designed website can have plenty of traffic, especially if you work in a particularly bustling area and don’t have a lot of competition. If you have endless patients visiting your website but not seeing a high volume of patients, it’s a sign that you need to work on your digital practice.

2. New vs. Returning Patients

You likely keep track of new and returning patients via your booking systems. However, with the right website reporting, you get a standardized tool that you can use to compare how your bookings change month after month. So, if you see a high spike in new patients or a lull in returning patients, you can start tracing it back to the root cause. For example, you may see more new patients when school starts back up, and parents are looking for glasses for their children. Or maybe you see a dip in returning patients right around the time a competing practice opens.

3. What Device Was Used

Do people visit your site from their desktop, laptop, Android, iPhone, or tablet? Understanding how people view your site and which pages they navigate to can help you optimize your website for the people who use it most. The last thing you want is for patients to get frustrated because the pages won’t load or because the text overlays onto your stock photos.

If you’re looking for marketing help, including website reporting, contact Digital Healthcare Professionals today. Our customized website services can not only help you improve your site’s navigation, content, and flow, but our reports can tell you whether your efforts are making an impact with the patients you’re trying to attract. We offer personalized marketing services for small healthcare professionals who want to improve their online presence.