Your Reputation is Your Best Marketing
In the digital age, your online reputation is often the first thing a potential patient will see. A steady stream of positive, recent reviews is the most powerful form of social proof you can have. But how do you encourage happy patients to leave a review without being pushy or violating patient privacy? This guide shows you how.
1. Just Ask! (And Make It Easy)
The primary reason patients don't leave reviews is because they're never asked, or the process is too complicated. The most effective strategy is a simple, automated follow-up.
- Automate the Request: Use an automated system to send a polite review request via SMS or email 1-2 hours after a patient's appointment.
- Provide a Direct Link: Don't just say "Review us on Google." Provide a direct link that takes them straight to the review submission box. This removes friction and dramatically increases completion rates.
2. Train Your Front-Desk Staff
Your front-desk staff can be your greatest asset. Train them to identify happy, satisfied patients at checkout. A simple, personal ask like, "It was so great to see you today, Ms. Smith! If you have a moment, we'd be so grateful if you could share your experience on Google," can be incredibly effective.
3. Use In-Office Signage
Place small, professional signs at your checkout counter with a QR code that links directly to your Google review page. This provides a subtle, passive reminder for patients who are waiting.
4. What NOT to Do: The Compliance Pitfalls
It's equally important to know what not to do to avoid ethical and legal issues.
- Never Offer Incentives: Offering a gift card or discount in exchange for a review is against the terms of service of most platforms and can damage your credibility.
- Don't 'Gate' Reviews: Do not use a system that first asks if the patient had a positive or negative experience, and then only sends the positive ones to Google. This is deceptive and against Google's policies.
- Don't Use a Kiosk: Having a tablet in your waiting room for reviews might seem like a good idea, but multiple reviews coming from the same IP address can be flagged as spam by review platforms.