I’m sure you are all aware of the review culture that we live in now. Every business is pushing for more Trip Advisor, Trust Pilot, Google, and Yelp reviews all the time. And they are more than happy to show off their total score whenever and wherever they can. Nothing wrong with that at all. However, your reviews can do so much more.
Let me explain. If you look at two businesses on Google who offer the same services – one has 80 reviews with a 4.7 rating and the other 95 reviews with a 4.6 rating. At this stage they both look appealing and worth a more in-depth look.
All seems fine at first glance, but it’s only when you dig a little deeper you discover the real value of your reviews. What am I referring to? The comments. Not the star rating. Having a 5-star review with no comments does nothing except push up your total number of reviews, it’s of no actual real benefit to the consumer.
Don’t misunderstand me – the number of reviews and the review score are important, but they are not the reason a consumer chooses your dental practice over another, especially when it comes to high value treatments. A consumer is looking for a vote of confidence if you like. They want to see comments made by a real person about the treatment they are interested in.
I say this all the time on my monthly calls. Everyone expects a dental practice to be clean and professional and the staff to be polite. It’s not really giving me anything I didn’t already know. What I want to discover is how another implant patient found the treatment? Did it hurt? Did they feel better afterwards? Was it worth the money etc?
One of our long-standing clients, Andy from Wales, always says to me: “The first thing I ask a new patient is, why did you choose us over the other dentists in the area?” And the new patient always replies: “I saw your website and then I checked your reviews.” It’s as simple as that.
Here is an example of one of Andy’s reviews:
“I can’t recommend them highly enough. I carried out a lot of research before my treatment and went around a few practices in the area. As soon as I was seen I knew that was where I wanted to have my treatment. The team were all welcoming and friendly. They always tried to find appointments to suit my needs which a big help, as I live an hour away and travel is difficult at times due to work commitments. The treatment itself was pain free as stated. I had fixed braces, top and bottom. My top braces were behind my teeth and my bottom braces were to the front of my teeth. I have recently finished my treatment and have recommended them to friends and family, one of which has had treatment and another in the process of undergoing treatment. The cost of my treatment was very reasonable, and packages are available if needed. No doubt you will find cheaper options out there if you keep looking but I can assure you that you won’t get the quality of finish, or the exceptional level of care, offered here.”
My advice to you all is start pushing for reviews, but with specificity in mind. We want to see the dentist’s name, the treatment they had, how they felt about the treatment afterwards and if they would recommend you. If you begin with aiming for one new bull’s eye review a week, that soon mounts up. Best of all, the more active you are with reviews the more people are likely to leave you one!