Why You Need to Manage Your Online Reviews

Every day more and more people are turning to the internet for just about everything including information about their healthcare providers.  The good news is that your patients are telling people about their experiences in your office via online reviews.  Word of mouth always spreads much more quickly online than it does offline.  The bad news is that not every review is a good review.  Here are a few examples pulled at random.

From Yelp

1/13/2011

I have contacted this office several times with questions and have only gotten a response once.  I decided to go there for something once and was happy with the audiologist, but the receptionists leave much to be desired.  They made me feel like I was interrupting their gossip time when I showed up for the appointment.  After the first visit, I needed to ask a  question via email and again, never received a response.  I decided to call them and the receptionist who answered the phone answered my question with, “I think we have those” and reluctantly went to check.  She came back with a tidbit of information and when I asked another question about the price she said “I think they are like $9 or something…” not offering to find out for sure how much they cost.  Until this office gets some friendly and competent staff, I will be taking my business elsewhere.

A Google User

reviewed 3 months ago

Went there for ringing in the ears. They did some useless test on how my hearing was, I knew it was ok. They told me I needed this device to help with the ringing but they wont work with you on payments. If you dont have the money, they dont seem to know you anymore.

A Google User

reviewed a year ago

Damp environment. Old and outdated equipment. Communication issues. Performed excessive procedures, must have been a slow day.  Will never go again. Not recommended.

I am certain that one of two things can be inferred about the owners of the companies that received these bad reviews:

  1. They were and still are unaware these reviews exist.
  2. They’re aware of the reviews but have no idea what to do about them.

 

Reviews either are appearing about your business or they will be appearing, it’s just a matter of time.  You have three options.

  1. Find and manage your reviews.
  2. Hire a company to manage your reviews (hopefully they also have a system that can help you to acquire reviews and address existing reviews).
  3. Ignore the entire thing and hope for the best.

 

Just in case it isn’t crystal clear, Option 1 and 2 are far more preferable to Option 3.  And yes, our sister company, Obelis Media does offer a Review Management program, click here for more information.

About The Author

Robbie Bright-Poole

Robbie Ann Bright-Poole is currently the President and one of the founders of Oracle Hearing Group. Mrs. Poole opened her Audiology practice, Bright Hearing Center, in 1989. The success of her practice afforded her the opportunity to mentor others seeking a similar measure of success. She sold her practice and decided to make mentoring others in the field of Audiology a full-time business. Oracle Hearing Group obtained its first client in 2004. In addition to overseeing the day to day running of the Oracle she is the primarily responsible for the creation of the enormous amount of content that is at the disposal of each Oracle client.

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