Here’s How to Respond to Positive Reviews
A good or bad reputation can mean the difference between a direct primary care practice thriving and expanding, or closing their doors for good. In the digital age, a physician’s reputation is controlled by patients using online review platforms like Yelp, Google and Facebook to announce the quality of their practice publicly. The good news is that this lets physicians easily monitor and manage their online reputation, a power they can put to good use by responding in a timely manner to the reviews they receive.
While negative reviews often get this most attention, positive reviews are as or more important! It’s important to respond to positive reviews to thank customers for taking the time to review your practice and to encourage others to do the same.
With patients reading reviews online, physicians can’t afford to sit on the sidelines. An effective response will help ensure that a happy first time patient stays enrolled in a physician’s practice, and 70% of complaining patients will come back if you resolve the complaint in their favor. The first step is engaging with them.
How to respond to positive reviews
It’s simple. Thank the patient, name drop, promote and tell the patient what to do!
Say thank you and be specific
No one would let a compliment pass them by in real life. Apply that same principle to a review response! And make sure to reiterate your patient’s compliment. This let’s the patient know that a real person took time out of their day to acknowledge them, and that feels good.
Use the DPC practice name and keywords
Don’t miss out on the opportunity to drive your practice up in search results—positive reviews work wonders in search. Referring to your practice’s name, location and category (primary care physician, direct primary care physician, etc.) helps index that review online.
Market, market, market
Are you known for helping patients lose weight? Are you having an event for your patients next month? A review response is a great place to get the good word out.
Give your patient a task
Not as scary as it sounds. Invite them to try something different the next time they visit, or bring a friend!
As you can see, there’s a ton of potential hidden in a positive review response. Instead of one advertisement to rule them all, each review is an opportunity to sell your direct primary care practice!
So, how do you respond to negative reviews?