Discover the power of reputation management for your med spa’s success in this insightful episode of Medical Millionaire. Host Cameron Hemphill dives deep into the crucial role of Google reviews and other online platforms in boosting your medical aesthetics practice’s visibility and profitability.

Learn why 72% of consumers trust online reviews and how they impact your conversion rates. Cameron shares actionable strategies to consistently gather high-quality, authentic reviews from your clients, including:

• Implementing effective checkout processes
• Utilizing software tools for automated review requests
• Creating QR codes for instant feedback
• Integrating review systems with your EMR

Uncover the secrets to maintaining a stellar online reputation, handling negative feedback, and leveraging positive reviews to attract new clients. Cameron also shares a success story of a med spa that gained over 1,000 reviews in three years, significantly boosting their client acquisition.

Whether you’re new to the industry or looking to take your established practice to the next level, this episode provides invaluable insights into modern reputation management for med spas.

Transcript:

Hey, everyone. My name is Cameron Hemphill, your host of the medical millionaire. First off, thank you so much for listening to our podcast.

Our goal is to give value and insight for the medical spa market. And just to remind you, my team and I have consulted with medical spa owners all over the country for years. Now, we see businesses that are absolutely thriving, doing well, and we see others that need some serious help. And so the purpose of this podcast is to help you through the journey. Right?

We want to help you take your practice to the next level. And in this episode, we’re going to talk about reputation management Google reviews and how to consistently get reviews on Google and all the other platforms. This is extremely important in this space, because your your work has so much to do with the face and body and your reputation is critical when it comes to this industry, right? So whether somebody is sending you a referral, or you’re getting a lead, the consumer is going to conduct a search.

And in order to help maximize your conversions, it’s very important to have a lot of reviews and a very high quality index score of reputation on a, you know, one to five star rating, right, which I’m sure everybody’s familiar with. So let’s talk about how this all came about, and why this is so important. And actually this is one of growth 99 flagship products that that we offer, and actually one of our original opportunities that that we wanted to expose and share for this vertical. So historically, as you all know by now, I’m a serial entrepreneur and started several companies.

And the company that I had before this, I had hired an agency where they were helping me with a review and reputation management strategy, and I quickly found that implementing this strategy was showing ultimate success, and we actually had the ability to implement a strategy where every time somebody purchased from us, we were collecting feedback, and positive feedback was pushing to give a rating online, and a negative feedback was was inheriting that internally, so we could essentially solve the one star review issue that could potentially arise and divert customers away.

And I thought this was just an amazing strategy, and this was a few years ago where reviews were really, really coming up on the map. And so I started saying, Okay, who needs to have the best reputation out there? And it Roy. It boiled down to this industry, specifically in the medical spa space and the plastic space and esthetics. Because what folks are doing right now is they’re either getting a referral, they’re finding you online somehow, and they’re going to conduct a search either way, they’re going to look you up on social media.

They want to see your before and afters, and they’re going to look up your rating and see exactly how many reviews do you have. What are they saying? What are the most recent reviews, relative reviews, what is the true feedback, and are they authentic reviews, right? And so that’s what’s really helping with.

It’s like the last final leg of conversion, right? So if you’re running ads on social media, if you’re running ads on Google, if you’re running ads on Instagram and people are finding you, and you have a really good ad, right? That’s, that’s what we call is the hook. And when they find you, they’re, they’re gonna actually conduct their research, especially if you are in the space of having higher ticket items, right, like, like fillers and threads and stuff like that.

They’re going to conduct their research, because the demographic that is going to get this type of quality of work done, they want to do their homework, and they happen to be a little bit more on the affluent side. And what’s got them there is by doing research, right? So they’re going to look up your rating, and they’re. Going to look you up on social. So it’s really important to always have consistent, high quality reviews from your clientele. Okay, I’m sure you’ve done it time and time again.

Think about it the last time you bought a product online or on Amazon, or maybe when you went to go stay at an Airbnb or a VRBO or a hotel, or when you are going to get work done, or when anywhere, we’re always just kind of see what the consumer experience is before you go in. And I would assume that most listeners have conducted a search even after a referral, and maybe have found that the reputation didn’t lead up to the referral, so you kind of question it, and maybe you backpedal and continue exploring other opportunities, right? So let’s the importance of why reviews and reputation is so important.

Is really It boils down to conversion rates. And conversion rates is where you actually exchange goods for a service, right? So if you do all this front end work to get the potential client to look at your stuff and they realize, Wow, you only have two or three reviews and your rating is, you know, three and a half, your conversion rate is going to drop dramatically, okay? In fact, there’s been some studies done just recently that show that 72% of consumers will actually conduct a search and trust reputation and reviews to convert to a cell. So 72% of these individuals are actually trusting that that star rating, right?

So again, reputation is critical, and there’s some really great strategies on how you can implement a review and reputation strategy into your practice to make sure that you are creating a tremendous amount of high quality, authentic ratings. And what I mean by authentic are real, qualified reviews that follow the Google standards. And also, you know, there’s Facebook out there, there’s Yelp out there. I mean, there’s, there’s a lot of listing directories where you can get reviews. Google is becoming more and more important than ever, just because of the Google My Business map, location syndication. And so it’s really going to help your overall strategy to convert leads into into long term clients.

And so let’s kind of get into how to implement a strategy to get them from your customers. Okay? And first and foremost, you have to ask, I find time and time again, you know, when I’m talking with our clients that they just don’t have a strategy, or maybe they haven’t built up the courage to ask people want to give feedback, and they want to see you succeed. Okay, so if they keep coming back to your location and they haven’t given you a review, please ask them to give feedback online, right that they want to share the experience. And what’s funny is, if you don’t ask, and somebody has a bad experience like the the data shows that individuals are way more likely to give a negative review than a positive review because it’s emotional.

They’re wrapped up in emotion, and they’re, I’m going to go to the internet and I’m going to give you a one star review, or else, and they almost can, like, use it as leverage, in a way, to make sure that you are given the highest quality of service around. And so, you know, always ask. Now, there are systems, software tools out there, and we have software tools that growth dynamic, that our clients use, and they’re great, and really the purpose of it is to implement a process and a strategy. Okay, so when somebody is checking out, you have a process already embedded, so they are going to give you a payment, okay, whether that’s even if they prepaid like there’s a there’s a check in strategy that you have, and there’s a checkout strategy.

Check your strategy that you have. And there’s a checkout strategy that you have, right? And so that that checkout strategy.

They came in, they got their service. Maybe it’s Botox, maybe it was filler, maybe it was a facial whatever it is. But when upon checkout, when they’re walking out the door, that brief moment of, let’s call it, two minutes, is critical, and I strongly recommend that you focus on that checkout process and implement some key strategies during that exit, because that exit is the opportunity to rebook them, that exit is the opportunity to get referrals, and it’s just that last little moment of the overall experience that they’re going to have with You that’s going to get them to turn them into a fan. Okay?

So there’s systems out there that you can implement in software tools that essentially can actually send out a text message right when they leave right upon checkout to say, Hey, how was your overall experience? And it’ll click a link. It takes them to a landing page, right? It’s basically like a thumbs up or thumbs down. How was your experience with XYZ medical spa? And if the experience was positive, we’re going to push them to Google.

We can push them to Facebook, we can push them to Yelp we can push them to whatever portal you want to but the purpose is to push them to give positive feedback online. And again, I’ve become a bigger fan over the years of really collecting those reviews on Google specifically. So if they had a positive experience, we’re going to push them to Google. And what’s cool is it actually takes them down the direct path right to the Google My Business Platform, and it loads their profile, and essentially they can say, okay, yeah, five stars.

Had a great experience. The injector was fantastic. We definitely recommend go back. Boom, done, right. And so that, that strategy there is what’s going to get you, you know, to have as many reviews as you possibly can get right now. It also has reputation embedded. So there’s there’s ways where, if they had a bad experience, you know, they click thumbs down, and it creates a form, and they can rant on that form. Now you will immediately inherit that feedback, call them and solve the problem, right?

Because you’re in business to to conduct at the highest level. And and there’s, you know, not every single service goes amazing, right? So there is always a potential of risk, and so you have to mitigate that risk. And so if there’s a portal that says, you know, hey, I’m gonna, I didn’t have a good experience. And, yeah, I want to tell you about it, they’re going to tell you about it. You can call them and solve the problem, and that’s up to you and how you want to solve the problem, whether you offer a free service or have them come back or or whatever the case is, but it’s very important to receive that negative feedback, call them and solve the problem, because the last thing you want them to do is go home and give a one star review on Yelp or Facebook or Google or whatever, and you’re kind of get stuck there, right, and now you’re in a predicament, kind of like a pickle, like, Okay, how do I even respond to this online?

Because consumers are going to receive the owner’s response, and how am I going to approach the customer and try to, you know, solve the problem and rectify the situation. And so it’s really important that you have systems in place now. The The other thing is you can implement like integrations with email, right?

So if you can either have like a text message go out, text message seems to get better responses, but you can have an email go out as well, you can set up like text message drip campaigns, so if they don’t respond to the first text message, another one can go out three days later, five days later, whatever you can do same with on email. And then what’s also nice is there’s actually, like, some EMR integrations, and so if you have a software product that has the ability to send out post appointment notifications so you can, like, embed just a landing page and it will send out. That’s a really cool way to automate it. I’ve seen people have tremendous success doing it that way.

If you’re doing a lot of volume, like, if you have a lot of clients coming in, I like that strategy better. Because it’s just an automated process. If not, I would do the login text message process. The other thing you can do too is you can actually create a QR code so upon checkout, maybe you have an iPad or just like a paper that’s in, like a nice binder or something like that, or in a nice display, and you could just have right there.

Hey, we love positive feedback. Please give us feedback. And you can ask them right there. Hey, will you pull up your camera and, you know, go to the QR code and give us feedback. The QR code can actually expose a landing page just the same process of the text message or the email. So that’s another cool strategy I’ve seen. So it’s really up to you, like, how you want to implement the strategy and process.

Maybe try all of them and see which one’s working the best for you. But what I’m getting down to, it’s it’s important to ask. Now, I always get the question, well, what if they give us a bad review? If we ask and they give us a bad review, look, it’s going to happen. They’re either going to give you a bad review, or they’re or they’re not right. And so if you’re been in business one, year two, year three, year four, year five, year you’re going to get a one star review. It’s just going to happen. You can’t please everybody. And sometimes I’ve also seen the disgruntled employee give the give a one star review upon departure, right? So, or the or the boyfriend or husband. I’ve seen that time and time again. And so it’s, it’s just important to constantly get reviews right. And so how to keep your rating high is just to constantly get five star reviews.

So if you get a one star review in there, but you have like, 55 star reviews and one or two, one or two, three star reviews, your rating is still going to be super high, and the consumer is going to say, look, majority of the public is having a positive experience here. I’m going to go ahead and make the ultimate decision that looks like this is the best place for me. In fact, I would, I would guess that every med spot out there that’s been in business for years is going to have a once our review somewhere.

And so I wouldn’t get caught up on that. Your strategy is to collect as many positive reviews as you possibly can and suppress those negative reviews. Okay, so that’s, that’s the strategy, that’s how to implement it. And then the other thing that’s really cool is you can, actually, if you have a a website that’s, like, built on WordPress, for example, you can, you can embed code into your website to where, when you get a five star review rating on on Google, you can grab that little, that little widget code, and you can embed it into your website, and that will create an automated testimonial page for you, and it will stamp it where it’s verified from Google day and time and profile so somebody can see that profile, that that’s what makes it authentic on your website.

There’s a lot of times I go to these websites and I see like a testimonial section, and it’s really just like a copy and paste from Google, or they’re there. It’s not validated. It’s really just like they grabbed feedback from somebody and put it online, right? So it has to show that the profile on the stamp that makes it validated and authentic. And so I’m a big fan of creating that strategy, and then you never have to update your website for like, the latest testimonials and reviews, and just stream those back into your feed.

There’s some other cool ways to do it. If you want to have, like, a carousel functionality where it pops up in your footer of your website, where it just kind of pops up periodically. So there’s different options, of course, but it’s really good for SEO, and then it’s great for somebody that’s on your website that goes to reviews, they’re like, oh my gosh, like, wow, they got a review yesterday and it’s on their website. This is cool. Really helps with conversion rates. And the purpose of a website is to convert leads into clients. Okay, so I have seen why a lot of successful practices do this. And when we’re working with people, we kind of look at their overall strategy.

And so most successful practices that I see out there have a strategy that they’ve implemented, and we like help consult with them on that level and kind of tweak some things. But at the same time, the ones that I see that are thriving have a strategy in place, or want to do a strategy. And so it’s extremely important that that this is implemented, if not implemented, if this, you find this, oh, you know, I’ll get around to it. It’s just another thing I have to do. It actually would only take you, like, a couple minutes to create a process and procedures, you know, check out documentation, buy some software, and you’re good.

Or. Or just implement your own strategy that’s asking them upon checkout, so you don’t have to buy software, but I recommend implementing the strategy, and if not, you’re going to fall by the wayside, right? So there’s a lot of migration that’s taken place right now in America. A lot of people are moving from California to Arizona to Utah, like, there’s a lot of migration taking place, and they’re, unfortunately, like leaving their Med Spa they always go to. And they’re, they’re, they’re exploring new opportunities. And so if somebody conducts a search online because they don’t know where to go, reviews are going to be a huge reason of who they’re going to call, okay, and if not implemented, well, you’re going to fall by the wayside, like, you’re not going to convert as many deals as the medical spa down the road.

And we’re in a huge competitive market now, so I would strongly recommend implementing this, this system, and constantly collect reviews. Now, a lot of folks say, Well, how many reviews do I need? Like, like, what do I need? And the answer is, you always need reviews. If you think you can just go get 50 reviews and you don’t get any for six months, you’re gonna your SEO rankings are gonna go down. Your your relative recent reviews are gonna go down.

So it’s a continuous strategy. It’s a journey. It’s not a destination. You constantly need this embedded into your system. Okay? Now again, if Think of it this way, if you’re gonna go stay at a hotel room, okay, and you’re booking your vacation, go stay at your hotel. There’s two options, and one option has 100 reviews and a 4.8 rating. And the most recent review was yesterday, the Smith family, they had a great experience. Hotel number two, maybe it has 18 reviews and a 2.8 rating. And the last review that was there was three months ago. What hotel are you going to call? Where are you going to go?

Okay, it’s simple. It’s just consumer, emotion, mindset, period, and so that that’s where the strategy is right. And so huge fan of this. We got a tremendous amount of ways that we can help you or just implement this process on your own. I want to share just a quick success story with you before we chime off. But we have worked with the medical spot, particularly for the last three years that implemented this strategy and took it to heart. They actually did an integration with Booker. They used Booker as their booking software. And what I like about Booker is it does, it does have the automation for like, when you say, Oh, this client has actually completed their visit, it can send out automation, which is cool.

Now, all they did was just have that automation tweaked to send to a landing page to give a review and feedback. And it’s not the most beautiful message, but what I can tell you is, after three years, they are they have over 1000 reviews. And I call them and I say, Hey, you guys are killing it, like you have over 1000 reviews. This is amazing. And they just keep coming in and coming in. And I say, what’s your what’s your strategy? And they say, Well, we took your advice, and we actually use your guys’s tool, and it works, like Period. End of story. It works, and our clients have become fans.

And I say, Okay, well, that’s fantastic. Like you guys have absolutely killed it. You totally get it. And I say, Okay, here’s my next question, how many of those reviews are converting new customers? And they said you should be charging us more. So it’s kind of a joke. So they are saying that they, I mean, they’re the highest rated review or medical spa in their location, I think, even in the state. But they took it to heart, implemented the strategy, and that strategy is getting them so many new clients that the overall cost, the that they’re paying for the software they’re using is minimal. I mean, it’s it’s fractional, right?

So again, you don’t have to buy software you, but I recommend implementing at least a strategy, but if you want to take it up to the next level and automate processes and save time. I like having embedded technology, and I’m a tech guy, so that’s that’s what I have for you guys today. Thank you so much for listening to medical millionaire again. This is Cameron Hemphill. If you found this content valuable, please share it. Keep the conversation going.

Head into iTunes and leave us a five star rating and review. Additionally, you can visit us at www.growth99.com to learn how we can assist you with your marketing coaching and top technology needs until next time happy injecting you.