Getting Started with Managing your Reputation Online

Carl White

MarketVisory Group, Inc

July 26, 2019

Does the Reputation You Show Online

MATCH

The Reputation You Actually Have?

Let’s play “Who would you call first?”

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Dr. A

Dr. B

Dr. C

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NOW who would you call first?

Getting Started #1

Post positive reviews from happy patients online

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People read reviews about you more than they read anything else about you

What type of information do you consume as you consider buying a product or service?

Source: Deloitte, https://www2.deloitte.com/content/dam/Deloitte/uk/Documents/consumer-business/consumer-review-8-the-growing-power-of-consumers.pdf

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#1 response

7/30/2019 7https://www.brightlocal.com/learn/local-consumer-review-survey/

Today they have plenty of places to praise (and complain)

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Our reviews don’t reflect our true reputation because…

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#1 – we just don’t have many reviews

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…2 – our practice management platform publishes our reviews online

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Get reviews

onto Google

On Google (Newest is 3 mths old)In DemandForce

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GKP: 10 – 100/mth

DemandForce

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GKP: 100 – 1,000/mth

Page 1, #7 position

Where are the DemandForce reviews?

I stopped looking after page 3

?

…3 – reviews on our website are long, no date, no stars, not verifiable as real

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Follow best practices for

reviews

Nutritionist in practice for at least 10 years

What do readers want to see in a review?

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Has a name; NOT anonymous

Has a date; recent

Has a 5 star scale; reading review is

optional

Lives on a 3rd

party site

Best practice #1one review, two locations

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Google, FB, Yelp, etcFor people searching for your services but do NOT

know your name

Your websitefor people referred to you by name

Best Practice #3

Make it VERY easy for a patient to leave a review

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Best Practice #2

Ask for the Review

Best Practice #4

Respond to Negative and Positive Reviews

Getting Started #2 – Be easy to find and understand

Make sure your practice information is listed in many online directories and accurate in each one

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Making it easy for your patients to find you and understand what you do has ALWAYS mattered

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When patients search for services you offer…

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What they want to know

• Map and directions

• Name, address, phone number

• What treatments/services you offer

• Reviews

• Key staff biographies

• Etc.

Where they usually look

When Google responds to a patient’s search…

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Google looks everywhere!

• Broad coverage - listed in multiple online directories

• Accuracy - Info about your practice is the SAME in each directory

What happens if there are errors in my listings?

1. People get confused. Can they find me?

2. Google gets confused. Google handles its confusion by pushing you down in search results.

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Best Practice #2

Fill out all the information each directory asks for (aka “optimize”) with the same

information

• Practice description

• Services

• Staff bios

• Pictures and videos

• Social media profile links

• others

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Best Practice #1

Claim where you’re already listed

Best Practice #3

Check each listing monthly and fix errors

Does EVERYONE really need to manage their reputation online?

1. Just opened your doors – no clients yet…no budget yet

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2. Winding down to close your doors in the next few years…no succession plan

3. Ethical guidelines of your profession don’t allow you to ask for reviews

4. You’re truly happy with revenue and truly confident new client flow will continue

About MarketVisory Group

Over 20 years focused exclusively on small to mid

sized business, including many healthcare practices

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15+ years experience in healthcare marketing

Deep healthcare expertise

Partner with leading small business marketing

network

Our Focus

Specialize in helping

healthcare practices grow

Carl WhiteMarketVisory Group, Inc

whitec@marketvisorygroup.com847.802.8479

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