Welcome, welcome, welcome everybody to Top Line Live at Five. My name is Brian here with Top Line. And today, we’re going to be talking about the latest change that is happening over at Google and their review system. And the reason that I want to make sure that you understand what is going on over there is because, it will have an impact on you and your practice. Now, the change sounds pretty simple. If you look at it just real quick and the change is that reviewers are now going to get an email response when you actually respond to the review, and that means that Google is now going to take whatever you say back to your reviewer and immediately give them a notification that you have responded .

I want you to think about that because that does two things. Number one is we always tell our clients that when you get a positive review or a negative review, you should respond because it’s they’ve taken their time to do something nice for you. You should respond in kind whether it’s a positive or negative. If it’s negative, then we obviously have some systems to help you get some good way to response about that. Now, if you are thinking about this and saying, if I haven’t been responding to reviews, nothing’s really going to change. I want you to think about what happens now when people who consistently review, they’re getting this notification that is telling them when somebody is responding to the reviews, if you’re the one that doesn’t respond they’re going to now have a negative feeling about you. So it might’ve started out as a very positive feeling, and it’s going to shift only because you didn’t respond. That means that it’s really important that you think through this process. The other thing that I want you thinking about is how are you going to respond?
Do you have a process in place? Do you know how to respond to Google reviews? The technical side is because you have to know how to do it. It’s not terribly difficult, but if you need some help with that, please let me know and maybe we’ll do a quick video on how to respond to Google reviews. Now you want to have a process in place because if as the doctor you’re thinking, I don’t want to respond personally to all these reviews, you might have somebody on your team who is going to do those responses that you want to know, that they know how to respond, whether it’s a good review, a bad review, or a wonderful review, that they kind of have a process in place so that it’s not just haphazard. You want to know that you’re in control of that.

The other is do you know what to say when somebody is giving you a negative review? Because once you respond, it’s no longer. Maybe they’ll see it. Maybe they won’t. They might have before. They might have written you a negative review and never thought about you again and you could have responded, and then hopefully there won’t be a lot of back and forth. Here’s the thing. Now, if you respond in a way that is not useful, they are going to know immediately and then you might end up with what we call a flame war. And it means that you are now putting negative stuff back at them. They’re putting more negative stuff back at you and you don’t ever want that. You do not want to see that happen, so I want you really thinking about how this changes reviews and Google and how it can affect you, because we’re now talking about an extremely engaged audience both on the reviewer side and on the reader side because they’re not going to expect to see responses from those reviews. Because if you’re now reading these reviews and you’re used to now seeing responses and back and forth and real engagement with these reviews, and you don’t have it. Well, it starts to look suspicious, right?

That means that you’ve got to have that plan in place. That’s what I wanted to cover today. Let me know what questions you have, how we can be of service, and I look forward to seeing you next time on Top line Live at Five. That’s it for me. Bye for now!

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