This and That

Asking for patient testimonials is a delicate task

Patient testimonials are quickly becoming as valuable and essential as word of mouth when it comes to bringing new patients to your door. In a recent report by BrightLocal, 92% of consumers now read online reviews vs. 88% in 2014. In that same study, they also found that dentists are the most read reviews second to restaurants only. Having positive reviews online can boost revenue by 5% – 9%.

With stats like that, it’s hard not to ask for reviews!
Who should ask

Before starting with what to say, we have to talk about who should do the asking. The staff member that has the closest connection to the patient must be asking for the review. Very often, this person is the hygienist. The hygienist sits with the patient the longest, gets to know them on a deeper level, and, therefore, the patient is most likely to respond positively to a request. If the patient testimonial is asked for by someone they’ve not had much interaction with, they are likely to dismiss the petition and not follow through. Personal relationships are key to follow through.

Are you looking for a simple way to ask for patient reviews?
What to say?

It’s best to start by asking if your patients had a great experience.

“Did you have a good experience today? If so, would you mind if I sent you a testimonial request?”

It can be that simple. Here are a few other ways to phrase the question.

“We appreciate you coming into our office today. Would you mind leaving us a review?”

“Your feedback is critical to us. Would you take a few minutes to leave us a review?”

“Do you read online reviews? We do too! Would you mind leaving your comments for us?”
You’ve got reviews; now what?

Once you hone in the verbiage that’s best for your practice and team, then you’ve got to decide what to do next. It’s essential to respond to reviews, whether positive or negative. Keep in mind that someone leaving a positive review is taking time out of their day to leave feedback that will bring more patients your way. Responding to those reviews will show existing as well as new patients that you care about and listen to your patients.

As for negative reviews, remember that being positive and high level is always the best tactic. Recognize that their experience wasn’t the best and encourage them to contact your office to resolve the matter offline.