Introduction
About a year ago, a dental office switched to PracticeDilly from another texting and appointment reminder provider. Along with texting, automatic appointment reminders, and automatic recalls, their package included an online review platform.
The office was not using the review feature, which meant it was not actively collecting feedback on Google, Yelp, or Facebook. Because the practice was already paying for the full package, I encouraged the team to use it. Other clients had seen the positive effect of making review requests part of their regular workflow.
At first, the office manager was not interested. A few months later, that changed: one patient posted a negative Yelp review, and the manager called to ask us to turn the review feature on.
One Review Changed the Conversation
I knew this was a good dental office. The team cared for its patients well, and I had visited the practice personally while helping set up PracticeDilly. But that one negative review made the office realize its online profile did not show what the practice was really like.
No matter how thoughtfully a practice cares for patients, there will occasionally be someone who is unhappy. An unsatisfied patient is often motivated to find the practice online and describe the experience. A satisfied patient, however, may leave the office happy and never think about posting a review.
Why Consistent Reviews Matter
- Unhappy patients are often more vocal. If satisfied patients stay quiet while unhappy patients post, a small number of negative experiences can dominate the practice’s profile.
- Your profile should reflect the broader experience. Consistently inviting honest feedback gives more patients an opportunity to describe their care and creates a more balanced picture of the office.
- Established practices are not exempt. A busy practice may not feel an urgent need for more reviews, but a few negative posts can still change how prospective patients perceive an otherwise successful office.
If you are not consistently hearing from happy patients, your online profile may not reflect what your office is really like.
Conclusion
As a dental service provider, you have worked hard to build your business and earn the trust of your patients. The way people evaluate a practice is changing, so it is important to adapt and make honest online reviews part of your regular patient communication process.
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See how PracticeDilly can help your team request patient feedback without adding another manual task.
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