What About Other Review Sites (besides Google)?

Regarding online reviews, Google My Business is undoubtedly one of the most important platforms for your dental practice. However, it’s not the only player in the game. Patients can rate and review your practice on several other review sites. Leveraging these platforms can help you build a robust online presence and attract more patients. Let’s explore some of these different review sites and discuss how to manage your reputation on each.

Facebook

You might think of Facebook as just a social media platform to catch up with friends and family, but it’s also a powerful tool for business reviews. Facebook’s massive user base makes it an excellent platform for collecting patient feedback. Here’s how to make the most of it:

  • Starred Reviews: Facebook offers a feature called Starred Reviews for local businesses. When setting up your business page, select “Local Businesses” as your category to enable this feature. This allows users to rate your practice on a scale of 1 to 5 stars and leave detailed reviews.
  • Visibility and Sharing: A page’s starred rating is an average of all public star ratings it has received. Reviewers can share their ratings with specific audiences, such as only their friends. Keep in mind that only public reviews contribute to your overall star rating.
  • Community Standards: According to Facebook, reviews must adhere to their Community Standards, which focus on the page’s product or service and must be based on personal experience. If a review violates these standards, you can request its removal by clicking the down arrow on the review, selecting “I don’t like this review,” and following the instructions. However, remember that Facebook may determine that the review meets their guidelines and leave it up.

Yelp

Yelp is a well-known review site, but it comes with its own set of challenges. Here’s what you need to know:

  • Review Policies: Users can create free profiles on Yelp and review any business. Yelp uses an algorithm called “Recommendation Software” to filter out reviews they deem unhelpful based on the review’s quality, the reviewer’s reliability, and their activity on the site. Not all reviews you receive will count towards your overall star rating.
  • Elite Yelpers: Yelp values reviews from “Elite Yelpers”—those who review many businesses and have many followers. Reviews from first-time reviewers or those with new profiles are more likely to be filtered out.
  • Negative Reviews: Dealing with negative reviews on Yelp can be challenging. Yelp advises against involving lawyers to avoid the “Streisand Effect,” where attempting to suppress damaging information only amplifies it. Instead, focus on resolving the issue directly with the reviewer if possible.
  • Burying Yelp Profile: If you receive negative reviews, you can mitigate their impact by improving your website’s SEO. Regularly updating your site with new content can help push your Yelp profile down in Google search results.

Angie’s List

Angie’s List operates differently from other review sites, requiring users to pay a membership fee to read and post reviews. Here are the key points:

  • Non-Anonymous Reviews: Because users pay for membership, reviews on Angie’s List are not anonymous. This can lead to more honest and reliable feedback.
  • Interaction with Members: Businesses can respond to reviews and interact with members, ensuring the story is presented.
  • Complaint Resolution Team: Angie’s List offers a Complaint Resolution Team that will mediate between members and businesses in the event of a dispute. If a complaint is resolved satisfactorily, the negative review can be replaced with a positive one. Failure to respond to the Complaint Resolution Team can result in being placed in the “Penalty Box, where the business’s name is listed in the magazine and online as unresponsive to complaints.

Monitoring and Managing Your Online Reputation

Setting up business profiles on various review sites is just the first step. Monitoring and managing your online reputation is crucial for maintaining a positive image. Here are some strategies to help you stay on top of your reviews:

  • Regular Monitoring: Regularly check your profiles on all review sites to stay informed about new reviews. Use tools and alerts to notify you when a new review is posted.
  • Respond to Reviews: Always respond to reviews, whether they are positive or negative. Thank reviewers for their feedback, for addressing concerns, and for demonstrating your commitment to patient satisfaction.
  • Encourage Honest Reviews: Encourage your patients to leave honest reviews. Authentic positive and negative feedback can build trust with potential patients.
  • SEO and Content: Keep your website updated with fresh content to improve your search engine ranking. This can help push negative reviews further down in search results, making them less visible.