In today’s economy, the importance of online reviews is self- evident. A practice’s rating on sites like Google, Facebook, and Yelp have a huge impact on its reputation and ability to attract new patients. Contrary to what you may think, having unanimously perfect scores isn’t the most important aspect of online reviews. According to a study from Spiegel Research Center, a sprinkling of negative reviews can actually be beneficial for credibility. How you respond to those reviews can make a huge difference in the way prospective patients view you. You may have heard a horror story or two about business owners who like to get into it with reviewers online. There is no more rash decision you can make than getting into a digital shouting match with a patient. In his book “Hug Your Haters: How to Embrace Complaints and Keep Your Customers,” expert marketer Jay Baer writes that “Customer service is a spectator sport.” People will certainly take stock of how you respond and react to reviews. Responding to a negative review in a sympathetic, understanding manner won’t only build bridges between you and the aggrieved patient; it will also show everyone looking that you care about patient experience. When it comes to offering a meaningful response, there are a couple things you should always do. First, you need to be quick. “Interestingly, research shows that many people don’t even expect a response from a business (less than half),” says Daniel Lemin, senior strategist at Convince & Convert. “When they do expect a response, however, they have high hopes: they want answers within an hour.” A prompt response, then, can assuage the anger of expectant customers while pleasantly surprising those resigned to no response. Second, you need to be courteous, thoughtful, and understanding. It’s okay to share your side of the story, but you can never be argumentative. A positive interaction can lead a patient to remove or update their review, which can be a huge differentiator for your practice. Google has also revealed that responding proactively and regularly is good for your SEO ranking. When life gives you lemons, as the old saying goes, you make lemonade. When a patient gives you a bad review, make it into a positive conversation. If you need help with building and managing your practice’s online reputation, that’s E-Rehab’s specialty. Give us a call at 760-585-9097. A BAD REVIEW ISN’T A DEATH SENTENCE HOW TO RESPOND TO YOUR CRITICS IN A MEANINGFUL WAY
A HELPING HAND Why Business Leaders Need to Ask for Help
“Can you give me a hand?”
Asking for help is a simple request. Most people do it every day, whether they’re getting a second opinion on a paint color or asking a stranger to hold the elevator. Asking for help is important; the ability to work as a team is one of mankind’s greatest strengths. But if the act of asking for help is so essential in our lives, why do entrepreneurs have such a hard time with it? This struggle often comes from pride, the idea that if you admit you can’t do it all, then you can’t do anything. But this mindset often leads to ruin. In a survey by 99 Design, most entrepreneurs claimed the worst mistake they ever made wasn’t a poor financial decision or bad planning — it was simply not asking for help early in their careers. Having to ask for help isn’t a sign that you’re unable to achieve what you set out to do. In fact, when you ask for help in business, you may find you’re able to achieve more . This is because asking for help is a form of networking. You’re actively reaching out to experts, learning how other people solve problems, and broadening the awareness of your name and brand at the same time. If you struggle to ask others for help when you need it, start by changing your mindset. You don’t have to do it all; you’re just one person, and sometimes one person needs to delegate tasks to others to get more done. Asking for help is also easier when you know what you want to ask for. If you are overwhelmed by a big project, take a moment to write down your goals for that project, along with a list of action steps and resources needed to get there. Then think about who you can reach out to in order to tackle these steps. If you’re still uncomfortable with asking for help, make a point of helping others when you can. Being helpful changes the way you perceive receiving help and builds a positive reputation with others. When you are viewed as being helpful, other people want to help you in return. Asking for help means admitting you can’t do it all alone. But why should you have to? Doing it all alone can be pretty lonely, and asking for help means you have a team to support you wherever you go.
2 www.e-rehab.com | 760-929-9690
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