Welcome, welcome, welcome everybody to Top Line. My name is Brian Devine here with Top Line. And today, we are going to be talking about something a little bit different and that is not just that you should be using your reviews to build your practice and then you should be getting reviews. You should be utilizing tools to help you do that. The reason I bring this up is because I recently talked with a client who has not only been a great client but has brought us lots of referrals and those referrals are doing really well, which makes it all really fun to be doing what we do. But they actually told me the story of talking with a friend of theirs that has been using some of the systems that we put in place and they said how’s everything going with Brian? And they said, well, it’s going okay.
It’s not as great as you know what you’re getting. And they didn’t hesitate. They immediately said are you using the tools? Are you? Do you have an ipad? Stand up on your desk so that people can sign in. Are you utilizing everything that’s available to you? And of course the office had to say no, they weren’t. Which is really fun for me to hear because obviously I’m getting through to some level, but it also hit me because the point is not just to say, go ahead. Let’s just do some great stuff. Let’s get these reviews that are going to help build the practice that are going to look great. Make sure that when somebody is checking you out, they’re going to choose you over someone else, but when it comes right down to it, the office has to use the tools and that doesn’t mean you have to use our tools. It means you have to use something.
I’ve just done a brilliant job of treating everybody on the team to ask people for reviews, then great to make sure they continue to do that so that each week. When you have your baby, you have a morning huddle once a week, every two weeks, whatever you do, make sure you reinforce that and I’m going to give you a tip. This is important. If you are going to just straight ask people for reviews, change your language so that you’re not asking for reviews, but that you were asking for feedback on their visit or do you think you’re asking if they’d be willing to share their opinion on how you did today. And the reason that you changed that language is because when you say, would you be willing to write us review. You’re putting someone out; you are asking them to go do something that they don’t really want to do. They don’t really get anything for it and frankly there are all kinds of little loopholes and things if you could do to maybe help incentivize them to do it, but you don’t really want to have to do that.
If you can get away with not doing it, I’d rather that you didn’t. And you know as a healthcare professional, there’s a fine line there. So depending on your state, there are different laws and requirements. So I like to stay away from incentivizing at all, so no incentives whatsoever. But when you change your language so that what you saying are, I would do it? Would you be willing to share your opinion or to give us feedback? Now, you’re asking people to do one of the favorite things of their lives. People love to share their opinions. They love giving feedback. Now, what you’re doing is you’re bringing them into the fold and asking them to help you and you’re not asking them to do anything that makes them feel like they were being put out. Now, obviously in the end was you’re asking for is an online review, but by changing the language, you will see an increase in the number of reviews that you get.
Now obviously, we’ve got amazing tools where you don’t even have to train your staff to do that. All you do is train your staff to say, would you sign in please? Or would you sign out? Please just depending on the better flow for your practice, but either one works, so sign in or sign out. And that’s all you have to train your staff to do and that works the best. But like I said, if you are going to use other tools, maybe they’re postcards or little handouts or something that you’re going to do to help get and generate reviews on a regular basis, because getting reviews on a regular basis is more important than getting like 20 or 30 reviews all at once and then nothing. You want to get them slow and steady. That is going to do you so much good over the long run. That means that you have to use something to help you get there.
So remember, the language is important, so if you’re going to do the training and get your staffs asking them, please use the terminology of feedback and opinion. It will increase the amount of reviews that you do get. And then when it comes to just having everything automated, there are all kinds of tools out there. Not just the tools that will take a look and see what kind of reviews you’re getting, because Google alerts can do that for free. You don’t need to pay for a tool to do that. What you want is a tool that will help you get those reviews. So if you have questions about anything that I can do to support you further, I would love to do that. So hit us up, give us a call, send us a tax, whatever works best for you and we’ll help you any way that we can. So that’s it for me. And I look forward to seeing you next time on Top Line Live at Five. Bye for now.