Why Your Clinic Struggles With Online Reviews
In this post, we explore Google and Facebook reviews specifically. At Wecudos we believe that if your clinic or health service puts client care above all else and truly delivers great results, then you should be rewarded with equivalent reviews. However, this is easier said than done. Why is it that the clients that absolutely love the care you provide them or the results you have helped them get, rarely end up leaving a review for you online (even when they say they ‘definitely will’)?
There are three main benefits to health professionals and clinics by getting consistent client reviews:
1. To showcase authority, trust, and social proof
2. To improve your local search ranking
3. To acquire testimonials you can use in marketing your business
4. To better understand what you are doing right and/ or wrong as a business
For smaller clinics, online reviews can help bring social proof at that early phase; they help increase (or decrease) the degree of trust felt for an unfamiliar clinic based on feedback from other people with similar needs. A 2014 study found that 88% of consumers now trust online reviews as much as personal recommendations.
So why am I not getting enough online reviews?
1. Clients find it takes too much of their time
Even if a client loves your service and the results they get, they are too busy to manually think of going online and leaving a review. You need to make it as seamless and as easy as possible for them to leave a review. At Wecudos, our communication technology platform helps clinics do just that by utilising our one-click review link. Make sure you understand the needs of the modern health consumer.
2. Clients are not followed up with
Okay, you can ask your clients to leave a review once, but if they don’t; is that it? Off course not, they may just be busy or have not got round to it. It’s up to you to ensure they are politely and frequently reminded to do so. If you delivered a great service, there is no shame in asking your clients more than once to leave a review.
3. Clients are not asked
Most clinics don’t bother to ask for reviews, and even if they do they don’t make it simple or easy enough for their clients to do so. Being soft and non-intrusive about your requests to leave reviews is key and pay’s off in the long run. Again, Wecudos allows you to customise and automate this process so you don’t have to worry about chasing your clients for reviews.
4. Clients are not targeted at the right time
When is the best time for you to ask your clients to leave a review? Is it once they have reached their goal? At the end of their treatment? When they come into your clinic? You need to define this and speak to your existing clients to find the answer.
5. Clients don’t have a Gmail or Facebook account
Let’s face it, not everyone has a Gmail or Facebook account. One strategy we found useful is to ask new clients to give you a Gmail email address during the first consultation and to also ask if they have a Facebook account. Then you can get a better understanding of the barriers to them leaving a review.
Leveraging Google reviews
Google reviews are favoured by the search engine and show up on every relevant result. If your clinic wants to have a solid presence on Google, the best place to start is by getting more (authentic) Google reviews.
Let’s say I was looking to find a local physiotherapy clinic around South West London. A quick Google search shows me a list of clinics in the area that offers physiotherapy services. If I didn’t know the area well and didn’t have friends/colleagues around to recommend me a clinic, this is all I would need, as a client, to get an appointment.
So, for a small clinic competing against similar establishments in the same neighbourhood, Google reviews can often be the crucial tiebreaker between similar clinics. Client reviews are among the first things people see when they search up your clinic category on Google or Google Maps. Also, it’s been shown that positive reviews provide a greater boost to conversion rates than any other local SEO effort.
Since Google literally dictates online presence, it makes sense that they have improved their review features over time, as well as integrated reviews from other sites (such as Groupon, Facebook, etc) into their review algorithm. In addition, with Google reviews being directly linked to the search engine, it makes sense that reviews will factor into rankings, particularly with local SEO.
Leveraging FB reviews
Facebook is an easy site for clients that follow you to write a review and make their opinions heard. Also, those who are following you are likely to write quality reviews as well. Some users have noted that they might find Facebook review more credible if they can see that their friends have left a review.
When you Google search a company the results page displays the business on the right hand side of the screen (which is the information taken from your Google Business profile). This box includes the address, contact information, opening hours, and links to social media profiles. It also shows reviews from the web, including Facebook. This means that anyone who searches for your company on Google will see a rating out of 5; they can then click on that rating and it’ll take them to your Facebook page where they can see the reviews in more detail.
As mentioned above, Facebook reviews are also incorporated into the Google platform. The great thing about Facebook is that people actually prefer to leave reviews on the Facebook, since they are on the platform frequently (and are logged in). In a survey by Review Trackers, it actually beat both Yelp and Google in user preference due to its simplicity.
Wecudos believes in honest, quality online reviews that truly showcase and reflect the quality of service delivered by clinics to their clients. The problem is not with clients being reluctant to leave reviews but rather small issues that indeed make a huge impact on the ‘conversion rate’ for reviews. It’s all about understanding your clients, optimal timing and adequate follow up. The Wecudos platform offers an invaluable solution to tackle these roadblocks whilst allowing you to do what you do best, delivering great results for your clients. To learn more about how we can help you engage with your clients better and address the modern health consumer, visit wecudos.com to register your interest.