Build and Keep Your Reputation
Reputation management firms recommend taking these steps to make sure your online reputation is as excellent as your clinical skills:
When you get a bad review, take a deep breath. Then, respond in a positive and constructive manner, thanking the reviewer for feedback. Apologize by saying you’re sorry he had a bad experience, and encourage him to call the office and speak with a specific person. “Listening is a critical skill in delivering good healthcare,” said Andrea Pearson, chief marketing officer at Healthgrades. After you make your reviewers feel heard, let them know you take their input seriously, keep your response positive and constructive, and reiterate the qualities that make your practice great. This holds true for every review, whether it’s bad, mediocre, or glowing.
Be proactive. You may know you’re a good physician and that your practice is a good practice that is helping people, but if you’re not doing anything to get those patients to share that experience for you, you’re missing a big opportunity. “This is part of keeping your practice’s reputation sterling and keeping your own reputation flawless—and really doing that job of promoting your practice by way of soliciting those reviews,” said Mikulski.