Dr. Len Tau has been practicing dentistry since 1999, and in 2007 took over another dentist’s office and rebranded it as The Pennsylvania Center for Dental Excellence. Today, the practice strives to deliver quality service to every patient.
- Sept 2014
Building an online reputation from scratch
Dr. Tau knew that to get new patients, he would need to outshine fierce competition online. The most effective way to do this? Collecting reviews from his existing patients -- 84% of patients trust online reviews as much as personal recommendations.
Most of the review generation solutions available were not focused on getting reviews on Google and Facebook, and these are the sites patients cared about most. Other solutions required a lot of tedious manual work that most dentists, including Dr. Tau, simply do not have time to manage. Dr. Tau even tried asking his patients for feedback in person, but he soon realized that none of his efforts were generating results.
“Patients are those who already see you in the office, you are looking to attract people who have never seen or heard about you before. To attract these people to your practice, you have to put your best foot forward and Birdeye allows that.”
Collect feedback from every patient automatically
While responding to reviews is important, taking action to solve patient problems is what really makes a difference. That’s why when the occasional negative review comes in, rather than simply posting an apologetic response, Dr. Tau takes the conversation offline to deal with the issue one-on-one. Acting on feedback not only improves his practice for future patients -- it may convince a patient to edit or remove their negative review.
A negative review here and there is inevitable, but having a strategy in place to manage it can minimize its damage.
More reviews, greater visibility, more new patients
Since Google considers online reviews an important ranking signal, all these positive reviews earned Dr. Tau’s practice a spot in Google’s local pack with star ratings displayed beside it, drastically boosting his click-through rate.
Birdeye: The Obvious Choice
Winning over 400 awards for 10 quarters in a row, Birdeye is the most-awarded and highest-rated customer experience software for businesses of all sizes.