Take Ownership of Your Reviews
- If you're consistently getting 1-3 star reviews, it's a sign that something in your system is broken.
- Accept responsibility, analyze patterns, and make necessary changes to improve service.
Mindset Shift: Clients, Not Patients
- Patients imply sickness; clients are professionals choosing your services for a better lifestyle.
- Adopt a high-level service mindset, like the Ritz-Carlton: "Ladies and gentlemen serving ladies and gentlemen."
Automate & Streamline Feedback Requests
- Set up an automated system through your EMR to request feedback after every visit.
- If a client leaves a 5-star review, direct them to post it on Google, Yelp, or Facebook.
Ask Every Single Client for a Review
- Don’t cherry-pick—ask every client, every visit.
- Even those who only came for a consultation can leave positive feedback if they had a great experience.
Don't Fear Negative Reviews—Fix the Problem
- If you're afraid of asking for reviews, it's likely because you're not confident in your service.
- Poor reviews expose gaps in your business—use them to improve.
Respond to Every Negative Review
- Reach out, apologize, and solve the issue as soon as possible.
- Offer refunds if necessary to turn a bad experience into a positive one.
- If the client refuses, bury the negative review by consistently collecting new 5-star reviews.
Leverage Customer Feedback for Growth
- Use reviews to refine policies, improve service, and train staff.
- Good or bad, feedback should be discussed in team meetings to enhance operations.
Make It Easy to Leave Reviews
- Use QR code review placards at the front desk.
- Train staff to ask for reviews at checkout.
- Never offer direct incentives for reviews—ensure compliance with legal guidelines.
Dominate with 5-Star Reviews
- The goal is a 4.9+ rating across all platforms.
- High review scores increase trust, attract more clients, and drive business growth.
