Everything you need to know about Reputation Management

What is Reputation Management & why is it important?

Over 70% of patients say their first step in finding a new dentist is checking online reviews. With that in mind, our goal for your practice is for your practice to stand out amongst your competitors. Since people typically pick the practice with the most reviews, it's important to recognize the benefit of Google reviews.

By having a strong online presence, not only is it great for your reputation and branding, but it actually helps convert more patients from online searches, especially people looking for higher end work like implants and cosmetic work. Instead of relying on word-of-mouth recommendations, people are now using Google reviews to make a buying decision.

More Google reviews also helps your Google rankings and helps you get to the top of Google searches –– not just for one or two search terms, but it helps with all of them.

Our Reputation Management helps your practice deliver an outstanding first impression with a simple click of a button. Your staff can use our software system to send out review requests and also see all submitted reviews in one central location. We also have a dashboard to ensure your staff hit certain benchmarks and builds more trust in your local community, especially for high revenue treatments.

How to Send Google Review Requests to your Patients

Our Reputation Management allows you to invite patients to leave a Google Review directly from your Patient Portal (CRM). Watch this simple Video Tutorial or you can follow along to simple Instructions below.

Instructions

1. Login in to your Patient Portal: https://app.dentalmarketingaustralia.com.au/

2. You'll see a Request Review button. Click on this button.

3. We recommend you have the Enquiries tab open & review any patients who are in the Appointment Attended and later stages. If the patient was sent to you from our campaigns and are already in the CRM, their details will auto-fill once you start typing their name.

4. Select the MOBILE option.

5. If the patient is not listed here, simply enter their name and mobile number.

6. Send a Review Invite. You're all done.

7. The patient will now get an SMS that looks like this. The link will direct them to the Google Review page of your practice where they will be able to write a review & leave a star rating.

Do patients need a Google Account to submit a Google Review?

Yes, they need some form of Google account. However, most people have a Google account even if they aren't aware of it. For example, if they use Google maps or Youtube they probably have an account. It doesn't need to be a Gmail account. Review requests get sent to patient's mobile phone, where they are more likely to use it Google Maps and/or YouTube.

How often should I be sending out Review Requests?

Patients who you feel had a great experience at your practice and would therefore leave you a 5 star Google Review, should be invited to submit one as soon as they leave the practice. We recommend setting aside time every day for your reception staff to send out review requests. If not every day, then at least once a week.

During our Kick Off Call, we will discuss your goals and expectations. Ideally, if your practice does not already have 100 Google reviews, that will be our primary goal. After that, we'll be focusing on having your practice stand out amongst other practices in your area.

The only way we're going to reach our goal is if YOUR reception staff send out Review Requests.

How do I check & respond to submitted Google reviews?

Once the patient has left a review, you can see all of them in the Reputation tab of your Patient Portal (CRM).

Reviews submitted will appear under Reviews.

Review Requests will show all of the invites that have been sent out, including the status.

You can now respond to any reviews submitted within your GMB account or in the Reviews tab.

A few sample responses to Positive Reviews:

“Thank you for the kind words, [reviewer’s name]. We look forward to seeing you again soon.”
“Thank you for taking the time to leave such wonderful feedback! Have a great day, [reviewer’s name]!”
“We appreciate you and your kind feedback, [reviewer’s name]. Thank you for visiting us, and we look forward to seeing you in the future.”
“We appreciate your positive review of our practice, [reviewer’s name]. Thank you and have a lovely day!

Responding to Negative Reviews:

When responding to negative reviews, it is important to never admit fault and to never reveal any protected health information. An example of a good response to a negative review would be:

“Thank you for taking the time to leave this feedback. We are sorry to hear that your experience at our practice was not ideal, and we apologize for any inconvenience you might have faced.

We are committed to providing you with the best medical care and customer service, so we’d appreciate the opportunity to connect with you offline and discuss your concerns in more detail. Please reach out to us via phone or email so that we can discuss further and work toward a resolution. Thank you.”

Is there reporting?

YES! In your Monthly Report, you will see a new tab: Reputation. Here we break down how many appointments were attended, how many invites were sent out, and how many reviews were submitted by patients each month. We also track the practice's overall Google star rating.