Online reviews are like the modern-day version of word-of-mouth marketing. It is one of the essential factors in choosing a healthcare provider where consumers base make wise and informed decisions on whether they should schedule an appointment with you or not. In this article, we’ll share with you the importance of addressing customer feedback along with some tips on how to manage reviews for chiropractors.
But before anything else, what does review management mean?
What is review management and why is it important?
Review management is the process of monitoring and handling reviews about your chiropractic clinic across all of the review sites and business listings. This is done to avoid getting a bad impression on your prospective patients and at the same time, learn the areas in your chiropractic services that need improvements.
Online reviews give your potential customers an idea of the quality of the chiropractic services you provide and also show how competent you are as a chiropractor. Aside from building trust in your customers, managing reviews for chiropractors also increases patient retention, attracts new patient bookings, and resolves concerns before other people see them. So, if you haven’t tried monitoring the opinions of your online audience before, you have to start managing it before it drives away more customers to your clinic!
Want to receive tons of reviews for your chiropractic clinic? Read our blog post on How To Get More Reviews for Chiropractors to learn more.
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How to ask for patient reviews
You’ll probably feel awkward asking for patient reviews but at the end of the day, you know that you need those reviews to improve your chiropractic services and increase the trust of the patients towards your brand. Before asking for patient reviews, you have to make sure that you’ve already established trust in them. Here are several ways to ask for patient reviews:
1. Start with patients who are loyal to your brand
If you are wondering where to begin, it’s best to ask for a review from patients who never miss an appointment, tried out most of your services, and trust your brand. Those are the types of people who are more likely to refer your chiropractic services to their friends, colleagues, and families. So, asking them directly could be worth a try.
2. Right after the appointment
Whether you’re wrapping up a chiropractic treatment or giving a schedule for your patient’s next appointment, that would be excellent timing to ask your patient to leave a review. If you have a device, you can easily hand it over to your patients where they can fill out an online survey on how satisfied they are with your chiropractic services.
3. Give your receptionist a script
Having a kind and approachable receptionist is a good starting point when asking for patient reviews. But instead of asking your patients to leave a review right away, try building a rapport first or using a script to make the conversation look natural. Here’s an example:
Receptionist: Hi! Would it be okay for you to leave feedback about your experience today? It would really help us improve our chiropractic services.
Patient: Yeah, sure.
Receptionist: Great! You can answer a survey or leave a review using your smartphone or our tablet if you want to. Here’s the link to the review site [insert the link to the review site or the survey site of your chiropractic clinic].
The receptionist hands over the postcard that has the link to the survey site/review link.
4. By sending out links to patient emails or text messages
Indicating links that will redirect your patients to the review site of your chiropractic clinic makes it easier for them to submit feedback especially if they are not that knowledgeable about gadgets. This will
Here’s a sample template that you could use:
Hi [patient name],
Would you be willing to leave a review about your experience with us? It will only take less than a minute. We’d appreciate it if you share your feedback with us and would greatly help our practice.
Here’s the link to the websites where you can leave a review [insert URL to the review site of your chiropractic clinic]
5. QR codes
Aside from sharing links to review sites, using a QR code is also a good idea for gathering reviews. Patients no longer have to go through the hassle of typing in the link to get to your review site. All they have to do is scan the code which can be found in your postcards, brochures, or front desk through their smartphones and it’ll directly send them to your chiropractic clinic’s review site.
6. Teach old folks how to review
Typical chiropractic patients are ages 45 and above. Some of them don’t know the steps in leaving a review or have no idea how their review can make an impact on your practice. But that shouldn’t hinder you from getting those chiropractic reviews. You can tell your receptionist to lend a helping hand to these folks in navigating a review site and make it easier for them by teaching them the simplified process or writing down the steps on how to leave a review.
7. Make it a habit to ask for reviews from your patients
You might feel anxious if you’re not getting enough reviews from your patients. Don’t worry, maybe you just need to change the way you communicate with them. Remember, consistently seeking feedback from your patients is one of the best ways to make them feel involved and important, and don’t forget to explain how each review matters so that they will understand
How to manage reviews for chiropractors
There are several ways to manage the chiropractic reviews you are getting. You can do it by yourself, use review management software, or hire an expert to do it for you. In this section, we’ll walk you through the process of managing reviews for chiropractors:
1. Claim your business listing
The first thing you have to do before managing the reviews on your chiropractic site is to claim your chiropractor clinic on free local business listing websites like Yelp, Google My Business, review platforms like Trustpilot or create a page on social media sites. This allows you to provide accurate and updated information about your chiropractic services that will be helpful for customers who are looking for the nearest chiropractor in the area. Claiming your business listing also makes it easier for you to gather testimonials from your previous and existing patients.
Haven’t tried claiming your business listing before? Here’s a guide on how to use Google My Business for Chiropractors.
2. Regularly monitor reviews
After getting your chiropractic clinic listed on review sites, it’s time to oversee the reviews you are getting. For example, on social media sites such as Facebook, Instagram, and Twitter, people could tag or mention your chiropractic brand as they give feedback. By consistently checking your notifications, you’ll gain insights into whether your customers are mostly having a good or bad experience with your chiropractic services.
If you are getting lots of reviews, you’ll notice patterns that show you areas that need a little more work and areas where customers perceive you are best. It’s considered a pattern if more than one customer is having the same thoughts about your chiropractic services.
Here’s how to do it:
- Go to review sites where your chiropractic clinic is listed
- Gather all the reviews from one platform and sort them into categories
- If you were to do it manually, create a spreadsheet or a doc that separates the positive reviews from negative ones
- identify the theme of the review (e.g. rates, ambiance, customer service)
- indicate the keyword that’s frequently mentioned
- Analyze the number of times the theme of the review is mentioned
3. Identify fake reviews
Fake reviews come up every now and then. These kinds of reviews not only damage your reputation as a chiropractor but also hinder your business from being successful. With proper review management, you’ll catch up on these issues before it gets worse.
So, if you’re on Google My Business and see a review that didn’t come from your patient database, you can remove it by clicking the flag icon, followed by filling out the form and submitting it for Google to review. If it violates Google’s review policy, that review will be deleted from your business listing.
4. Respond to customer feedback
Negative reviews are not the only ones that you should respond to. In fact, 89% of consumers would like to engage themselves in a business that responds to all sorts of customer feedback. Here are some tips for responding to positive feedback:
- personalize your response by adding the customer’s name
- respond in a timely manner
- keep it short but sweet
- don’t forget to express how grateful you are for the review
Like this example:
Hi [name of the customer]!
Thank you for taking time out of your day to leave us this super kind review. We are delighted to know that our chiropractic services have made such a difference and have finally solved your lower back pain. Let us know if we can help you with anything, can’t wait to see you again!
Responding to these kinds of reviews shows how much you value your chiropractic services and your customer’s satisfaction. It will surely leave a good impression on individuals who are weighing their options in choosing the best chiropractor.
Don’t have enough time to manage reviews for your chiropractic clinic?
5. Deal with bad reviews
6. Use a review management software
If you already have a bunch of reviews about your chiropractic services, going through them one by one can be time-consuming and overwhelming. By utilizing review management you’ll be able to save time and immediately solve customer complaints in one dashboard!
There’s no need to switch tabs to different websites just to check how the reviews are going so far. With the use of review management software, you can still see what others are saying about your services. Here’s a list of the best review management software that you can choose from:
Review Management Software for Chiropractors
1. Bright Local
Bright Local monitors more than 80 review sites and provides you with daily reports on what people say about your chiropractic brand. They also offer a 14-day free trial where you can access all of the tools needed to manage reviews.
2. Birdeye
Birdeye allows you to monitor all of the reviews you get from various platforms in one place! Not just that, this platform provides you with templates and rules to guide you in responding to reviews. Pricing varies depending on the features you choose and the number of business locations you have.
3. Grade.Us
Grade.Us is an easy-to-use review management software that helps you manage negative feedback, notifies you of new reviews, and more! It’s suitable for both small businesses and digital marketing agencies. They also offer a 14-day free trial and rates start from $110/month depending on your chosen plan.
Don’t know which of these platforms works best for you?
Conclusion
Online reviews can help minimize the effect of negative reviews that you have and increase traffic not just to your website but also to your chiropractic clinic, especially when managed properly. So, whether you’re a well-known chiropractor or a new one, checking the reviews you get should be a part of your daily routine. This way, you’ll have a strong online reputation that patients will choose over your competitors.
