10 Reasons Your Patients are Complaining Publicly (5)

Patient Attraction Episode 193

Hi everyone. Today I’ll reveal the top two complaints Yelp reviewers have about dental offices. Number 1 especially is the ultimate oh no, no no for any medical professional. I’ll tell you what it is when we come back.

– Just to recap, we’ve been looking at the results of 2,200 negative Yelp reviews of 100 Southern California dental offices compiled by researchers at the Dental Anywhere blog.

– Yelp is a review website where people can rate businesses on a scale of 1 to 5.

– According to the Boston Consulting Group, 90% of locals said positive ratings influence their decision to visit or buy from a business, and 72% said they trust online reviews as much as recommendations from their friends and family.

– This is word-of-mouth advertising in the Internet age.

– So today we are looking at the top 2 complaints.

– Coming in at number 2 is one that probably drives a lot of you crazy: long wait time.

– 42 percent of negative Yelp reviews complained of waiting an hour or more.

– This is a practice-management issue that you have to work out with your staff.

– Are they scheduling you too frequently?

– Are you underestimating how long consults and procedures will take?

– It is up to you and your office staff to resolve why you have some many patients waiting so long.

– If you don’t it will resolve itself when patients get fed up and stop coming.

– That leads us to the number one complaint on the list, and man is it a big one: diagnosed with unnecessary treatment.

– 55 percent of Yelp complaints said a second opinion disputed the need for an extensive treatment suggested by the original dentist.

– Let’s get the obvious out of the way: any dentist that would unethically suggest a procedure that a patient doesn’t need gets what he deserves by way of negative Yelp reviews.

– Now, let’s talk about what happens when these are unfair reviews.

– More than likely, most of these were simply a difference of opinion between two well-meaning dentists.

– But again, the perception in the community is that the reviewed dentist was doing something unethical.

– Here is another example of why having an overwhelming number of positive reviews is important.

– You cannot respond to every negative review, nor should you, with facts about each patient.

– You have to let your satisfied patients defend you.

– For more details about how to use Yelp, Google+, Facebook and other review sites, you can read my book, “Attract More Patients in the Next Six Months Than in the Last Six Years.” The book is the culmination of all my marketing expertise, and it can be yours for only the $4.97 cost of shipping at www.MoreAndBetterPatients.com.

– If you’re ready to discover what my clients know that you don’t about attracting patients online, you should schedule a Patient Attraction Blueprint Session. They are free to serious dentists who want to see a patient attraction system that can double their practice. For more information, go to www.smartboxwebmarketing.com/blueprint.

– Until then, keep moving forward.




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About the author
Colin Receveur is a nationally recognized speaker, author, and dental web marketing expert who has pioneered the way dentists market themselves online for the past decade. Since incorporating in 2001, Colin has established a rock solid track record with his dentist clients and turned SmartBox into a stalwart of proven results for hundreds of dental practices.