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Every aesthetic practice thinks it offers excellent customer service. Just like 65% of Americans think they’re above average. They can’t all be right!
So how do you know for a fact that your customer service outshines your competition? Simple: look at your reviews and do a comparison. It’s what your prospective patients are doing before hitting that Contact Us button. If your review quantity and quality is high, it directly speaks to your commitment to ensuring that patients feel so delighted and valued that they are willing to go the extra mile and share their positive view for all the world to see.
A robust review solicitation program is a key part of any full-circle customer service effort. Let’s look at a few key components.
Ask for Reviews
According to a recent study by GatherUp, a review management company, businesses that proactively ask for customer reviews have over 125% more reviews on average than those that don’t. So if your review count is low, it is absolutely time to get more aggressive and ask patients for reviews. Put your shyness or whatever is holding you back aside and put a review solicitation program in place.
We highly advise using multiple touchpoints. First, personally ask for a review from happy patients at their follow up visit. Then, follow it up immediately with a text reminder. If they still haven’t left a review after 24 hours, follow that up with a series of email review requests. If you worry about being too invasive, don’t. People are used to it and with how busy and fragmented life is these days, no one who really loves their results will be upset about your reminders.
Use a Review Management Tool
The same study mentioned above also dropped another bombshell: if you use a review management tool, your business will on average have a 50% higher net promoter score (NPS) than your competitors. That is an absolutely bonkers differentiator in how much your existing patients are likely to recommend your practice to others.
Our preferred review management solution, RepuGen, specifically works within the healthcare space to provide a full range of review solicitation and management services. It has a simple to use dashboard, tons of live support, and some of the latest tools to garner top reviews.
Improve Your Local SEO
Google is notoriously secret about how its algorithms weigh different ranking factors. But practically all SEO pros believe that your average Google star rating influences how you rank in local and Maps search results. After all, why wouldn’t Google want to direct its users to places where they will have the best experiences?
In this way, improving your review quantity and quality can make you more visible to a wide range of people searching for your services, not just to people searching out your practice by name.
A 24/7/365 Commitment to Customer Service
Customer service shouldn’t end when a patient walks out the door from their last treatment. After all, you never want there to be a last treatment. You want them coming back for a lifetime of aesthetic needs, and encouraging their friends and family to come in too. Asking, in a respectful and reliable way, for them to leave a review is a collaboration that reminds them how important it is to you to hear their story, and how valuable their feedback can be to future patients.
