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Our Reputation Management Process

Our Reputation Management Process

As we’ve mentioned, reputation management is a 4 step process. Step 1 is all about your customer service – make sure you are providing an exception experience, every time.

Here’s more information on exactly how we take care of the next 3 critical steps. Please contact us if you have questions or would like more information about our process, which has helped dozens of clients successfully manage their reputation online and build a healthy portfolio of glowing online reviews.

Step 2: Review Solicitation

Review templates will help you boost your positive reviews. Your office can send out our customizable templates 24 to 48 hours after a service is completed. Customers are taken to an online Review Link portal that decides where to send them based on several factors including where a customer has online accounts (such as Google, RealSelf, etc.) and where you still need more reviews. The overall result is a strong track record of authentic online reviews.

Reputation Management 1Our Review Link also allows you to implement pre-screening surveys to prevent negative reviews. Customers who rate their overall experience a 4 or 5 are sent online to write public reviews, but those who rate their overall experience a 1, 2 or 3 are sent to write private feedback only.

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Step 3: Review Monitoring

Our Review Report Card helps you keep track of your reviews on over 75 websites in a single glance.

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Our software performs over 1,000 unique searches and can alert you every day via Review Notifications when new reviews are discovered. This allows you to respond to negative reviews quickly and hopefully reach a quick resolution with the customer.

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We also verify that your address and phone number is correct in addition to monitoring your reviews on these sites. If something is wrong, we can help you take action to ensure patients are given the right address and phone number.

Step 4: Review Disputes & Responses

We can help you correspond to websites to convince them to delete reviews that are untrue or inaccurate. In many cases we are successful. On the sites where removing reviews is not possible, we can craft a public response to neutralize negative reviews.

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A public response allows you to tell your side of the story beneath a negative review. We have experience in crafting responses that persuade other people reading the review that you’ve gone above and beyond to try to make things right. We’ll then take care of posting the response online.

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