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?”
7/30/2019 3
Dr. A
Dr. B
Dr. C
7/30/2019 4
NOW who would you call first?
Getting Started #1
Post positive reviews from happy patients online
7/30/2019 5
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
7/30/2019 6
#1 response
7/30/2019 7https://www.brightlocal.com/learn/local-consumer-review-survey/
Today they have plenty of places to praise (and complain)
7/30/2019 8
Our reviews don’t reflect our true reputation because…
7/30/2019 9
#1 – we just don’t have many reviews
7/30/2019 10
…2 – our practice management platform publishes our reviews online
7/30/2019 11
Get reviews
onto Google
On Google (Newest is 3 mths old)In DemandForce
7/30/2019 12
GKP: 10 – 100/mth
DemandForce
7/30/2019 13
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
7/30/2019 14
Follow best practices for
reviews
Nutritionist in practice for at least 10 years
What do readers want to see in a review?
7/30/2019 15
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
7/30/2019 16
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
7/30/2019 17
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
7/30/2019 18
Making it easy for your patients to find you and understand what you do has ALWAYS mattered
7/30/2019 19
When patients search for services you offer…
7/30/2019 20
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…
7/30/2019 21
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.
7/30/2019 22
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
7/30/2019 23
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
7/30/2019 24
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
7/30/2019 25
15+ years experience in healthcare marketing
Deep healthcare expertise
Partner with leading small business marketing
network
Our Focus
Specialize in helping
healthcare practices grow