In today’s world, the reputation of a business is a commodity that many small offices fail to value completely. If your office has an online presence, then part of your daily routine should include monitoring your online reputation. This requires more than simply checking online to see what’s being said about your practice and your staff. Online Reputation Management is a critical aspect of today’s marketplace. The majority of consumers say they trust online reviews as much as they trust a word-of-mouth recommendation. No business can run the risk of having their reputation damaged by unhappy patients or disgruntled employees.
To stay ahead of curve with online reputation management, you need to dedicate a certain number of hours each week to search sites where your business appears. Monitoring these sites consistently eliminates the likelihood of your office being caught off guard by an unfavorable statement, and gives you the opportunity to respond to any negative statement in a prompt and courteous manner.
Another part of managing your reputation is encouraging patient reviews of your practice on sites where prospective patients are most likely to see them. Lee Odden of TopRank Online Marketing Blog says this: “Implementing a proactive monitoring campaign provides insight into the kinds of content interactions audiences are having with your brand. When identified and qualified, situations need to be addressed directly. At the same time, ‘an ounce of prevention is worth a pound of cure’, and companies need to implement holistic brand content optimization as a best practice. The more branded content in the search results, the more diluted any negative brand content will be.”
If you find you’ve received a negative review or comment, there are a few simple steps for dealing with it:
- Research the situation to see if the comment has merit
- If there is no merit for the comment, provide the facts and ask the poster for clarification
- If yes, then offer to discuss and provide a method of redress
- Be ready to respond
- Be honest, be transparent, and listen
Solutionreach makes it easy to manage, monitor and maximize your online reputation. We can help to make sure prospective patients’ first impression of you is the best impression! For more about online reputation management, or to take a tour, visit our Online Reputation Management page.