Positive online reviews are almost as good as personal word-of-mouth recommendations with regard to trustworthiness. In this digital age, online reviews, especially Google reviews, play an essential role in helping your business grow. They are the endorsements for your business on the web, 24/7. When customers search for a business on Google for contact information or for directions, among the first things they see is the Google local business listing. This, along with reviews, the average rating and the business information gives customers an immediate digital snapshot of your business. It means that most of your potential customers or patients that landed on your Google My Business listing will already be deciding as to whether to call or go to your business or not. 

In my early days, when I began my dental practice, I was often broke and in debt. Every single patient that came during that time was a lifeline to our business, and marketing was extremely expensive. One time we had a new patient who was the only patient on the schedule that day. Fifteen minutes before her appointment, she called and canceled. I later found out she was on her way to our office, but then she went on Google to look for directions and read a negative review about our practice. I was very disappointed, but happy at the same time because she told us the reason why she canceled. From that experience, I came to the realization that our online reviews are our reputation.

Also, not even 5-star reviews are alike. For example, when your business receives a well-written authentic review from a patient that shares his or her story of positive experiences about you and your team, then it is far more meaningful than 5-star reviews with either no comment or just generalized comments. 

In my dental practice, we have treated countless patients, including full-mouth smile makeovers, implants, and braces, etc…, did so because they read our Google reviews. People tend to relate to other patients’ experiences before they make their decisions. This is the reason why I always emphasize to my team members and EnvisionStars’ customers to focus on acquiring well-written authentic reviews. Well written reviews that contain stories, personal endorsements, and before-and-after experiences provide the most powerful testimony about your practice.

Another benefit of having a trove of positive, authentic reviews is that it will more than counter-balance any negative reviews that any business will invariably get over time. Even the most successful business know that some customers or patients will never be satisfied with you and your team no matter what you do. Out of our 400+ Google reviews, we also have a few negative reviews. These are patients that my team would love to send to some of our competitors! These are inevitable, so don’t let them affect you. Just focus on taking care of your patients and ask them to share their experiences. This is not as difficult as it may seem. The key is to bond with your patients, provide a caring professional experience. Then ask them to share those experiences about your practice and your team. Assure them that their reviews will provide a positive impact and guide other patients who are looking for an exceptional professional experience. The last step is to simplify the process for them to write their reviews through the use of innovative review software. This is important because most people are extremely busy, and a review system will save them time and effort in the sharing of their experiences.

Your online reviews are your reputation advertising your business online, 24/7. The best thing you can do for your business is to ask your satisfied patients to share their positive experiences about your practice with other potential patients. This is the best way to attract new patients, grow your business, and save money on marketing. I wish you great success in your dental business. Remember to think big, take action, and make a difference in your life, your family’s life, and your community.  

About the author: Dr. Nathan Ho is a dentist, a serial entrepreneur, and marketing strategist. He is the co-founder and CEO of EnvisionStars, a software-as-a-service (SAAS) company that helps practice owners to attract more new patients and grow their business without having to spend more money on marketing. Nathan has helped many business owners accelerate their business growth and take it to the next level through his marketing strategies and software. To contact Nathan, you can email him at contact@zae.bdm.mybluehost.me, or visit www.EnvisionStars.com.