By Jenny Urbano, Associate Community Manager, Demandforce
I’m sure I don’t have to tell you how important your reputation is as a medical practice owner. You know the value of reviews, you rely on referrals for your practice, and are constantly making sure that every patient has a rockstar experience with your practice. Even the best practices can receive negative press online every once and a while: be it through reviews, social media, or blogs written about you. What is an independent practice owner to do? Well, taking your reputation in your own hands can help you make sure that when something hits the Internet that you feel doesn’t represent your work as a whole, you can address it and handle it appropriately.
Step One: Google Alerts. You know that people are writing about you online, but how do you find out when the content hits the Internet? A quick and timely response will insure you have that control over your reputation: that’s where Google Alerts come into play. It searches the vast world wide web for any mention of your company, and sends you a neat and tidy report to your email of every instance. Setting them up is easy, takes less than a few minutes, and will help you immensely to control your online image. Once we set up the alert, we have to address the problem.
Step Two: Know When to Act, and When to Step Back. Sometimes you will want to pull your hair out over a review, sometimes you will be frustrated with something that has been written about you, and sometimes you will discover something online that just isn’t true.
The art of reputation management is a fine line of knowing when to reply, and when to just take a breather. Tweet This
Most the time, a response is needed. Someone wrote a bad review about you? Address it with a business comment, make this your PR opportunity to right the wrong the person feels. A customer is upset about the wait time? Let them know that you are talking with your staff and trying to find a solution for them–invite them to come back and see how you’ve improved. Sometimes, someone will leave a glowing review, or write an awesome blog on you, but have just one little criticism–no need to write out a huge response, spend your time managing the ones which hit hardest, or simply thank them for their feedback!
Step Three: Social Media Management. More and more frequently, people are taking to social media to air their grievances with a business. This is why daily monitoring of your social media pages is imperative to check out what is being said about you. Fans will post to your wall, and leaving a negative comment unresponded to is a definite no-no on social. Now, Facebook does give you the option to delete negative comments on your page, but we recommend keeping them up. It not only shows people you are willing to receive negative criticism but also lets others read your responses. If you delete comments you run the risk of alienating the poster, which is lost business.
Learn more about this topic from Demandforce, which offers solutions that seamlessly integrate with Kareo. For more information about how these solutions work together, visit http://www.kareo.com/marketplace/demandforce.