With the recent rise of social media, it’s more important than ever for cosmetic plastic surgery medical practices to maintain their online reputation. 76% of consumers use Google or Facebook when they look up reviews on a service provider, and these sites can make all the difference in getting new patients through your door! Aside from having an engaging website with plenty of instructional content on how things work, which we always recommend, you should invest time into updating your digital presence by connecting through industry-specific portals. Portals like Yelp, where people vent frustrations publicly about bad experiences they’ve had elsewhere, are great tools.
With so many outlets today providing instant feedback on anything and everything, it’s very important for you to stay on top of your Google reviews and Reputation Management.
Here are a few reasons why:
You may have the best staff in the world, but if someone had a bad experience with one employee, that could influence their decisions when considering where they should go for treatment. It’s good to see what they have to say, and if any of it is a complaint, you can contact them directly about their experience.
Voice of the Patient
Google reviews are an excellent way for you as a business owner or someone looking into your services to get an opinion from those who matter most-the patients who had the opportunity to walk through your doors, be treated by your staff, and speak to you directly.
Sincerity is Key
Google reviews are an amazing way to see how sincere your patients are when they have something negative or positive to say about their experience with you. Being able to voice the good AND the bad publicly on sites like Facebook allows for true transparency in the medical industry.
If you have few reviews that aren’t so great, then this isn’t a big deal – it’s all about social proof and how many average reviews you have to show that people think positively of your services as a whole. You can invite those who had a positive experience with you to leave a review on Facebook or Google right on your website!
The 24 Hour Turn Around
If you get an online review, good or bad, it is best to respond IMMEDIATELY. The sooner you respond, the more likely that person will be willing to contact you about their concerns and possibly change their negative mindset into a positive one if you’re able to give them the attention they feel they deserve.
Online Reputation Management is Here to Stay
The number of people who check reviews on websites before visiting a business continues to grow, so it’s important that you monitor your online reputation. Read what people are saying about your business and respond publicly in an appropriate fashion.
Your Response is Critically Important
Make sure that you respond to Google reviews in a calm, professional manner. Don’t make excuses – express your regret at their dissatisfaction and thank them for taking the time to tell you about their experience with your practice.
Your Reputation is an Investment
It’s just common sense that if you have a positive online presence, this will translate into your business because people will want to work with someone who has the experience/credentials/knowledge in their particular area. Google reviews and social proof can help make that happen.
The reputation of a medical spa is one of the essential factors in finding success. A bad reputation can close doors, while a good reputation will open them.