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Asking for Reviews

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Why:

The number of reviews and overall rating is factored into ranking on Google & other search engines. This means the businesses with the most and best reviews rank higher and are easier to find.

  • 93% of consumers say that online reviews influence their purchase decisions
  • The average consumer reads 10 reviews before trusting a business
  • 85% of consumers trust online reviews as much as they do recommendations from family and friends

Who & When to Ask:

70% of consumers, including patients, will leave a review when asked.

Who:

Feel out your patients; ask your happy patients and not stressed or angry ones. Look for these kind of patients: 

  • Established patients that have already recommended you to family and friends
  • Patients that openly rave about the practice
  • Interactive, chatty and helpful patients

When:

After treatment is completed and the patient is pleased and happy! Patients are four times more likely to write a review while they are in-office.

  • After patient compliments the staff or practice
    • “That means so much, we love great patients like you! It would be awesome if you would consider leaving us a review!”
  • When patients checkout, asks how everything went
    • “I am so glad to hear you had a great experience today! I would really appreciate it if you could leave us a review, it really helps us reach those nervous patients out there that need us!”

How to Ask:

You take pride in providing your patients the best possible care and experience. Feel confident in asking your patients for reviews!

Make it a part of your daily routine:

  • Your doctor, hygienist or assistant communicates with the check-out team to ask for a review from a happy patient OR the check-out team asks how everything went and receives positive feedback
  • The check-out team should document every patient that a review is requested from

Make it easy:

  • Text the patient a link to your Google My Business Listing 
  • Hand out a card at checkout with a QR code
  • Send out a follow-up ‘Thank You’ card
  • Send a follow-up email 

Make it fun and motivate your patients:

  • Donate $5 for every online review to a non-profit and let your patients know
  • Host a contest or raffle and provide an entry into the contest for the review

Motivate your Team:

  • Set KPI goals and track them, reward the team when goals are met
    • SAMPLE TRACKING SHEET
      • Set cash bonus
      • Each team member gets a gift card
      • Team lunch 
      • Draw a card (Interactive)
        • Aces = $50
        • Joker = $25
        • Face Cards = $20
        • Numbered Cards = $ card value
  • Review daily schedule and assign patients to team members 
  • Share your negative and positive reviews, let them be invested with their patients and the growth of the practice
  • Know your competition and share with the team: 
    • “Bob’s Dental down the road got two 5-star reviews this week, I know we are better than those guys!”
    • “Bob’s Dental got called out with a 2-star review for their wait times again!  We are crushing them!” 

Respond ASAP! 

Responding to reviews right away is essential!  Always sound human and not corporate; use real, everyday language.  

  • Positive Review Responses
    “Thank you so much for the kind feedback, it was a pleasure treating you, Sally!” 
  • Negative Review Responses
    “We are sorry to hear you did not have a great experience during your last visit. We value our patients and want to make sure they are satisfied with the service we provide. Can you please give our office a call so that we can make this right?”

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