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The Worst Reputation Management Mistakes and How to Fix Them
Reputation management plays a key role in practice management today. But in this wild world of internet, mistakes are not inevitable. In this article, we will consider the most common Reputation Management Mistakes that a dental practice should avoid, and what can be done to have the situation reversed in case the harm is done.
The first and most common mistake that is done by practices in terms of reputation management is inefficient monitoring of the reviews they get on the internet. Some businesses think that if they keep their standards high, offering high quality products and good patient service, bad commenting is not something that will knock their door. But that is far from the reality. There are a lot of opinions out there, and they are expressed in a rather open way, due to the freedom the internet provides. So, it is a matter of time that this could happen to you, too. And when it does, and you are unaware of it, silence on your part could be translated as ignorance. And ignorance is never, ever well-welcomed by people. In the long term, it could cost you millions. What is the best way to react? You could be more alert about new posts regarding your business, for example taking advantage of the Google Alert services or even investing in a dentist reputation management software if you cannot devote time for monitoring reviews.
The second most common mistake is responding in a harsh and rude tone in bad reviews. This move shows not only unprofessionalism but also a disrespectful character from your part. It also enrages people that expressed their opinion about your business. It is always, always a mistake to argue with people with bad reviews. Remember the old quote: “The customer is always right”. Yes, it is still valid today. Listen to them carefully. Maybe there is some ground for their thoughts, and you could improve your business from their criticism. If you got into the trap of responding in a bad way, what can you do to fix your mistake? A solution that some came by was saying that their account was hacked. But the truth is that starting acting politely and respectfully is the best remedy. A polite and quick response to bad feedback could save you from a lot of pain. One other thing that is good to keep in mind is that you should never respond with an automated message in every bad post. That is also very bad for your reputation. Be friendly, professional, and admit your mistakes. Don’t try to defend your practice with zeal. Let the people do that for you.
Last, but not least, the third most common mistake is not asking for good reviews. A lot of businesses have happy patients that would be glad to talk about them in the web. Some forget to ask their patients to share their experience on the internet. If you don’t do that, you are missing out of the good results this technique has. If you start now, you’ll see that your patients will feel complimented by the fact that you trust them and rely on their opinion. And the best part is that you rely on real reviews, which will build gradually a solid good name for your dental practice.