Modern-Day Word of Mouth with Stuart Faught

Bulletproof Dental Practice Podcast Episode 26 Hosts: Dr. Peter Boulden & Dr. Craig Spodak Guest: Stuart Faught / Founder of PatientSnap.com Key Takeaways: Online reviews are crucial to the success of your dental practice, they can also be very hard to obtain. Make sure every patient receives a text message right after their appointment asking for review and giving links to post a review. Key platforms are Yelp, Google, and on your website. 88% of patients are currently checking online reviews before going into a practice. There's a democratization of small business; people have a much greater power to make or break your business. Shoot for getting the most stars and the best reviews. Cadence and consistency are important. Look at your review request process as an evergreen strategy and not a quick fix. Respond to every negative review, and at least some of the positive reviews. Every review response is another marketing opportunity. Even the best practices will eventually get a bad review. An occasional bad review actually authenticates all your positive reviews. Use bad reviews as a way to get patient feedback and an opportunity to keep them as loyal customers. Reviews translate your culture, can add value to the business's sale price, and attract top-performing talent to your office. Best practice: Doctors have say-so on which patients should get request to review Have one person accountable for actually sending Use technology to send a text Ask screening questions first; ask if experience was positive or negative If they're positive they're sent links to review on Yelp, Google, or website If negative they are sent to feedback comment box and assure them you'll work to make things right It has to be easy or they're not going to do it. Target conversion rates is at least 10% of requests. Don't spam, patients shouldn't be asked to write a review more than once every six months. Make reviews fun, get your team excited and reward your team and patients for their efforts. Review add-ins are also key; work to get patients to check in, add a picture, and interact with the review platform as much as possible. We're just barely scratching the surface with "social proof." Everything is moving toward video and authentication. PatientSnap.com is offering a 30-day trial to listeners who try out the demo. Tweetables: Online reviews are the modern day word of mouth. – Stuart Faught People don't buy what you do, they buy why you do it. – Dr. Craig Spodak