Responding to reviews
Responding to reviews is a great way to show potential patients how much you care. However, if not done properly, you could cause more harm than good for your practice.
1.Log on to the Business Center. You can access the Business Center via this link: https://login.ptperformancewebsites.com or by typing /businesscenter at the end of your website URL. For example, if your website is rehabmma.com you would type in rehabmma.com/businesscenter. Please note this only applies if you had your website created by us and that site is now live. If you do not know your username and password, contact tory@practice-promotions.com
2. Once you are logged in, click on My Products then Reputation Management.
3. Next, click on Reviews.
4. Once in the Reviews section, you can scroll down to see the recent reviews you have received for your practice. From there, click respond on the bottom right of the review. Please note, when you click respond next to Facebook or Yelp reviews, you will be taken from the Business Center to Yelp or Facebook to type out your response. However, if it is a Google review and you have connected your Google My Business account, you can respond directly from the Business Center.
5. Once clicking respond, you can then type out a public response to that reviewer who will be emailed when you complete your reply.
6. The best way to respond to positive reviews (4 stars and above) is by simply thanking the reviewer and telling them how much you appreciate their feedback. However, if someone leaves you a negative review (3 stars or lower), you'll need a different approach. For negative reviews, be sure your response includes the following:
- An apology for their negative experience
- A thank you for their feedback
- A phone number they can call to discuss their experience further
Providing the upset reviewer with a phone number to call allows you to take the conversation offline in order to keep that person from typing more negative comments for the whole world to see and it shows potential patients that you care and are willing to go the extra mile even when a patient has discharged. The number you leave can be the number of anyone in your practice who handles disgruntles patients well.