Last year, Facebook changed star ratings to “recommendations” for consumer feedback to describe their experience. Facebook stated that they hoped this change will expand review content to provide better information for the reader. In the business world, this may provide relief to owners who are often stressed out when a negative review affects their 5 star rating. It is still important to note that it is best practice to ask and encourage your clientele for reviews of your products and/or services. Consumers prefer to peruse many reviews on various social media channels with consistent, positive messaging. This helps potential new customers or patients to trust the reviews and make a decision to contact you; a powerful endorsement! If your a business in need of help with online marketing, please contact OMA Comp.

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A business or medical practice’s online reputation is not a static, unchangeable record. Specific practices and tools can be used to change how a company is represented across the web on social media and consumer rating websites. Online reputation management is widely accepted as the best tool for thwarting online reputation threats and fostering new business and patient relationships.

Communicating with consumers and/or patients who leave public reviews is one piece of managing your online reputation. Sites recognize when a business responds to an individual’s comment. Whether this interaction resolves the problem at hand or not, this is an excellent means for publicly accepting the account of a situation as unacceptable or making the record clear. Unfortunately, for medical due to HIPAA laws, there are only a few circumstances where a response can include detail, yet an adverse response can leave a serious mark when people are considering using you for their medical needs.

Online reputation has internal consequences, too. Employees can feel the impact of a negative review. Who wants to apply for work or be part of a business that treats patients poorly or is shed in a negative light? Even if the review is not true, if it claims an undesirable experience, it can still diminish an employee’s professional reputation and damage the business. Resolving poor assessments and building up positive experiences will quickly instill confidence within your practice.

A poor review can be embarrassing, but it shouldn’t ruin your new patient growth rate. Taking an active approach to managing your reputation will restore it to its original presence and likely improve response across major platforms. If you are actively encouraging reviews from happy patients, this will also improve conversion with different sites.

To learn more about online reputation and how OMA Comp can help your business or practice, contact us today.

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