How to Attract More new patients with Reviews Presented by Kevin St.Clergy, Founder Written by Charlie Cook, CEO, CMO

Why ask for testimonials and reviews?

The biggest barrier to sales is trust Until a prospect trusts you they wont buy from you.

2015 Bright Local

Reviews build trust 72% of consumers trust online reviews as much as recommendations from friends and family Source: Anderson, M. “Local Consumer Review Survey.” 2012; Available from: http://searchengineland.com/study-72-of-consumers-trust-online-reviews-as-much-as-personal-recommendations-114152.

Reviews influence decision making 4 out of 5 consumers have reversed a purchase decision based on negative online reviews. Source: “Online Influence Trend Tracker.” Cone Communications, 2011; Available from: http://www.conecomm.com/2011coneonlineinfluencetrendtracker.

How reviews help? With reviews you can stand out in the search engines 10 or more easily found positive reviews can add 2-4 more new customer visits per week to your schedule, per location. The same is true for most service professionals. Reviews can add another $50,000 to $200,000 in revenue per year depending on your business.

Why business don’t use reviews? You risk getting negative reviews – too few are positive. Unhappy customers tell an average of 24 people about their experience; happy ones tell 15 people. Source: American Express® Global Customer Service Barometer. 2012; Available from: http://about.americanexpress.com/news/pr/2012/gcsb.aspx.

It’s too complicated and tedious

The biggest barrier to using reviews...

Lack of an easy to use system Most business have TONS of happy clients – the problem is the lack of a simple and effective review collection system A system that makes it easy for you to ask for reviews Makes it easy for customers to complete the review That automates the collection process from external review sites That posts the positive reviews on your website That sends you the less than positive feedback so you can remedy the situation with individual customers It’s because you’re not asking, or rather you don’t have system in place to get them to give you great testimonials and reviews. Which is exactly what we are going to share with you…

Online Review Builder System

How to get more customer reviews… Use a proven online review building system, to make it easy to get feedback. Set the expectation from the start. Provide a link on a small business card before they leave. (ask us for a sample) Pick the right people to ask. (Look for customers with a smart phone.) MyHearing.com/reviews

More ways to get and use reviews and increase revenue Provide a clear distraction free landing page on your website Monitor incoming reviews and follow-up Remind customers with automated series of emails. (see our examples) Identify unhappy customers for a “service recovery” Thank your customers. Tell them how much you appreciate them.

Sample landing page

Monitor and respond to reviews Review “stream” on website Review alerts by email

Identify unhappy patient before they write a negative review Happy patient? Great…. Unhappy patient? Let’s talk….

Tips for managing reviews Make one person responsible for the process. Track how many reviews you have and how many your competition has. Monitor your reviews, and respond immediately to any negative feedback to remedy the situation and convert unhappy customers into happy ones.

How many reviews to collect? Are we talking 5? 10? 15? 20? Or more?

Collect at least… 20-40 amazing glowing reviews. But is that enough? Should you stop? What do you think?

When should you stop collecting reviews? The answer is NEVER! Why? Every time you get a customer to write or express their positive thoughts about your practice… You are helping them practice what they are going to be telling their family and friends. And the result of helping patients practice saying nice things about your practice is it will pay off when you become the most praised practice in town.

What to avoid… paying for reviews is a frowned upon.

Questions? Talk to us about one of the best marketing ideas of the year, using reviews to grow your business. Go to www.medpb.com/contact Or call 888.932.2945 and schedule a time to talk with us. kevin@medpb.com