Properly Handling Negative Reviews

Negative reviews are almost inevitable in the age of technology, so you need to have systems in place to handle them.

 
Being in the age of technology reviews are more important now than ever before.  Which is great for the consumer, because we have access to researching reviews on anything before making a purchase or selecting a service provider.  We have gotten to a point in our society where we trust a total stranger behind a keyboard more than our friends and neighbors.

But on the flip side, when you are the business in question it can be frustrating and a lot to keep up with.  Anyone can say anything they want about your practice and it’s on the internet for everyone to see.  Have you found yourself in a situation where there is a negative review out there about your office and you feel you aren’t being well represented?

The best way to deal with it is to have a system in place for handling the negative ones.  So what do you do when you’re not getting great reviews?

 

Click on the video image below to watch.

While your first reaction may to be to think this person is simply some wacko having a bad day and taking it out on you, that isn’t the way to look at it.  Take a step back and look at the review objectively.  Is there a sliver of truth to what they are saying?  Because there is usually some truth to everything.  Is there a system in your office that is broken or something that needs updated to correct this issue?

The next step and this is where often dental practices fall short.  They are not staying on top of the reviews they are receiving, especially the negative ones.  You need to have some type of standard response.  You’re not admitting to any guilt or error on your part, you are simply addressing their concern.

Now, I’m sure you’re thinking ‘I don’t want to feed these negative internet trolls’.  Which, I agree.  This response is more for future patients who is seeing this review.  They are seeing that you really do care and are willing handle an issue.

When you take a couple minutes to watch this video I give you the exact scripting for your response for addressing negative reviews online, and I the 5 must-haves of getting reviews and handling the negative ones.

 

In this video, you’ll learn about:

  • Handling negative online reviews
  • The exact scripting for handling the review, that doesn’t involve admitting guilt
  • How less than perfect reviews can actually help you
Please take a few minutes and watch the video above– do it for you and for your practice.

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Getting Better Referrals for Your Dental Practice the Disney Way

A ‘Study and Deploy’ Strategy to Increasing Referrals and W-O-W Prospective Patients Straight from Disney.

 

I LOVE great marketing.  And I LOVE Disney.  So when I see a great example that hits both of those points, I can’t wait to share it with you.

When you have a group of customers/patients/clients that are so impressed with your services that they have to tell everyone about you, we call that raving fans.

I’ve shared with you in the past the power of ‘share to care’ program to give your patients easy steps to recommend and refer friends and family to you.  The basis of that system contains a way to introduce the referral, reward to you and the prospective patients for doing this, and a way to track where your referral is coming.

Click on the video image below to watch.

Well, Disney just kicked it out of the park with this promotion that I’m unboxing for you and have disguised it as a birthday party for Mickey Mouse to their most loyal fans, members of their D23 Fan Club to ‘spread the fever.’

This week I walk you through not only the goodies but also the psychology of each step so you can do the same thing in your office to wow new patients and get your best existing patients to refer their friends and family to you.

Watch, take LOTS of notes, and then take action.

In this video, you’ll learn about:

  • Shock and Awe Box
  • Patient based referral programs
  • Inside look at how Disney grows their best customers
Please take a few minutes and watch the video above– do it for you and for your practice.

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Putting Yourself Where Your Target Audience Is

A business lesson from Macy’s Department store to help you bring in new patients with one simple strategy.

I’m always looking for business growth and marketing ideas.  ALWAYS.  And it was not an exception when I was on the floor of the Hinman Dental Meeting.  As I went up and down the aisles, I could see everyone assumed I am just another dentist looking for the next dental magic bullet.  But in reality I was looking at these businesses and how they are interact with the masses so I can bring you dental marketing tips to get more patients and increasing your production.

I found the perfect example of fishing where the fish are so I decided to set up my camera right there on the spot.  And the company I’m highlighting isn’t a dental company or service provider.  They are actually a large department store by the name of Macy’s, you may have heard of them.  🙂  A company who in recent years has been struggling for their place in the market.

They had a booth on the floor at the dental meeting, between the website guys and latest CERAC machine guys.  What do they have to do with dentistry?  Absolutely nothing.  So why are they here?  Their customer and the dental meeting’s customer is the same.

Click on the video image below to watch.

Dentists typically have good credit and higher income, which is exactly what they are looking for.  Plus typically the dentist isn’t traveling alone to these meetings.  You probably have a spouse or a team member or two (or 6!) with you, which most of the time is a female.

So, how do we relate this back to you and your office?  When you’re looking for other opportunities to get your practice out there, don’t look for opportunities where they need another dentist, go where your customer is going to be and where you stand out from everyone else.

It’s hard to stand out in the crowd when you are one of 28 dentists at a health fair.  The key to this puzzle is making sure the gathering it isn’t directly related to you.  Someone that has the same customer base but you’re not in competition with.  Just like Macy’s, they have a competitive audience today and no other company was there to compete with them.

When you take a few minutes to watch the video, I’ll give you tips (even some specific places) on finding your ideal patient where they are already hanging out, and I bet you will be the only dentist there.

 

In this video, you’ll learn about:

  • Live example from Macy’s
  • Fishing where your fish are
  • Standing out from the crowd
Please take a few minutes and watch the video above– do it for you and for your practice.

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Creating Fuel For Your Creativity

Dr. Ginger Bratzel talks about the importance of having a dedicated time to feed your passions.

This week’s topic may not sound like it pertains to increasing your dental practice production right off hand but let me assure you, like I always do, it will wrap back around.  I wanted to give you a little food for thought on feeding your passions and how doing so can help you grow your dental practice.

Dealing with time management and schedules is a part of our lives.  With calendars on our phones and computers, there are constant reminders all over it seems sometimes.  And being a dentist running a business, management of time is a big part of what we do.  People rely on you to respect their time and we rely on others to respect ours, as well.

But when you are thinking of management and time, I want to you also incorporate the word passion.  Just like other important tasks you have on your calendar, your passion is something that needs to have a dedicated time to be fed and nurtured.

 

Click on the video image below to watch.

Passion is your fuel to feed your creativity.  To help you resolve issues to get you where you want to be.  In order to get that fuel, you have to feed your passions.

First step I want you to take some time and figure out what your passions are and stockpile them.  Then I want you to set a dedicated time to invest in feeding that passion.  When making your list, I want you to also think about your personal life.  Because if get more out of your personal time, then you can come back to the office and be a better doctor for your patients.

I always try to use these weekly ezines to get you to think outside of the box and get your gears turning.  Because when you step outside of your comfort zone, that is where real change and growth happens.

In this video, you’ll learn about:

  • How fueling your passion can grow your practice
  • How to find your professional and personal passions
  • To step out of the box of your thinking
Please take a few minutes and watch the video above– do it for you and for your practice.

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Adopting A New Philosophy

Dr. Ginger Bratzel talks about how celebrating the little things can re-frame your entire focus.

 

This week I want to keep the momentum going by making you think outside of the box so I am talking about adapting a new philosophy in your daily life.  This is something I think we all should do more often, myself included!  I’m talking about celebrating more of the little things in your life.

This is something I make my clients do at the beginning of every call and Mastermind meeting.  I make everyone talk about what’s good in their practice.  The reason I do this is because it sets tone to make that entire conversation flow more positively.

 

Click on the video image below to watch.

By taking time to celebrate the little things in life you re-frame your focus.  It is very easy to get caught up in the negative.  But if you pause for a minute, I know you can find many little things that can be celebrated.  And you need to make a production of it.

If you accomplished something great yesterday at the office, reward yourself by grabbing your favorite cup of coffee on your way to work.  This little act can re-frame your entire mindset and set the stage for even better things.  Big celebrations are made up of a bunch of little celebrations.

I am challenging you right now to think of one thing you can celebrate today.  Even if it’s surviving the worst day of the year in your office, I want you to celebrate it.  Because positive thoughts leads to positive actions.

In this video, you’ll learn about:

  • How to quickly re-frame your focus
  • Changing your mindset
  • To take more time to celebrate the little things in your life
Please take a few minutes and watch the video above– do it for you and for your practice.

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