Where does your website show up?

A website that simply showcases your business may not be enough to stay ahead of the competition.  It is more than an interactive brochure. Its is important that your website actually shows up in searches.

• Google determines which sites deserve to be on page one of its search results by monitoring how quickly a site loads. Site speed is one of the most important elements of a functioning dental website and if yours is too slow – your marketing efforts will falter along with it.
• A recent study by Margin Media found that 48% of users say that if they arrive on a business site that isn’t mobile-friendly, they take it as an indication that “the business does not care.”
• For ranking purposes, Google likes, and rewards, sites that add fresh content frequently and has separate service pages for each procedure.  Blogs can serve this purpose, but routinely adding fresh content to service pages may be very beneficial as well.

Did you know that what you don’t know CAN hurt you?

When it comes to your online reputation, ignorance is not bliss. The most damaging review is the one you don’t know about. It can have a direct impact on your business. A negative Facebook, Google, or Yelp review can be the difference between gaining a new customer or not. A negative review that isn’t addressed properly, and, most importantly,TIMELY, can result in lost customers and lost revenue in a short time. Most consumers start their search for a service on the Internet, and reviews play a large role in their decisions. Did you know that most consumers spend more time looking at negative reviews then the positive ones?

How do you respond to a negative review?

1. Respond as quickly as possible. You can set yourself apart by simply responding to reviews because it shows you care about your customers’ feedback. The Harris Interactive study also found that 61% of consumers said they would be shocked if a business responded to their negative comment. Caution: be careful not to use the same ‘canned’ response to all reviews.
2. Be thankful, respectful and polite.  Customer reviews are helpful for your business. They can confirm your services and provide constructive feedback in areas where you need growth.
3. Own the issue.  Honesty and candor are shining lights among online reviews.
4. Offer to fix the issue for the reviewer. Demonstrate that you value their business.
5. Never get into a debate online with the reviewer.  Not all reviews deserve a response. If you suspect that the  discussion may escalate, it may be best not to respond.
6. Communicate directly with the customer (phone, email, postal mail). Personal communication is sometimes the best method, and hopefully will result in the customer modifying or removing their initial negative review.

Thoughtful responses can reverse the negative impact of reviews. For those bad reviews that linger, the best way to suppress them is to drown them in good reviews.