Active Listening: The Key to Patient Communication

Eric Welke Best Practices, Customer Experience, Dental, Guides, How to & Tutorials, Medical, Reputation Management Leave a Comment

There is little doubt of the importance of patient experience and satisfaction in the medical profession these days. There continues to be a fundamental shift from the traditional approach to medicine centered around doctor directed care to the emphasis on patient satisfaction and experience. (I have written about the difference between patient experience and satisfaction here.) With this change in emphasis comes a number of other changes. One of these is the increased transparency of patient reviews on social media and search engines. Whether the shift to patient experience is a boon or bust, it is the reality and must be addressed. Part of addressing the changing emphasis is the preeminence of your communication skills as a healthcare provider.  Communication has always been at the center of good healthcare, but it is doubly important now. Downfalls of Bad Communication Skills Not only is communication key to a patient centered approach to …

Patient Experience: What is it & How to Improve it

Eric Welke Best Practices, Customer Experience, Dental, Guides, How to & Tutorials, Reputation Management, Small Business Leave a Comment

The healthcare industry is going through, and will continue to go through, massive amounts of change. Part of this is due to an increased focus on the patient as a consumer. This means that healthcare providers are being judged not only on the results of a medical procedure, but in the customer service aspects of how the entire process around that procedure is handled. As Becker’s Hospital Review put it, the healthcare industry has moved from a “doctor knows best” mentality to one based on patient experience and satisfaction. This is partly due to the development and reliance on Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys for reimbursement rates for Medicaid and Medicare. But it is also due to the increased availability of review websites such as Google and Yelp. These sites allow one patient’s perspective to be displayed across an entire market. All it takes is one …

The Customer Experience Management Guide: Improve CX Strategy

Eric Welke Customer Experience, Guides, How to & Tutorials, Online Reviews, Reputation Management Leave a Comment

“Well, I’m never going there again.” Those are words you hope to never hear regarding your business. It can, unfortunately, happen. That phrase is proof positive that your business failed in its mission to provide a quality experience. You spent years of your life learning and developing your skills but sometimes the customer’s experience can fall short based on something other than those skills. These negative experiences, for the sake of your business, are hopefully few and far between. If they do happen though, there are steps you and your employees can take to make sure they don’t happen often. These steps are not a list of best practices, but rather a guide on how to be intentional about each interaction with prospective or current customer, patients and clients. By being more intentional you can improve your business’ overall quality and reputation. In short, it is a guide on why …

10 Ways to Have a Terrible Online Reputation

Eric Welke How to & Tutorials, Reputation Management, Small Business Leave a Comment

How to have a terrible online reputation: the top 10 countdown By following these 10 steps, you are sure to have an awful online reputation. And you are guaranteed to lose business and customers. Ten: Do not care or pay attention to your online reputation. If you pay no attention to review sites, bother to have social media sites, or even a personal website, you can save time and money. If you don’t care about your online reputation and since anyone with Internet access can post reviews about your business online (even strangers half way across the world who have never heard of your business before) then you are well on your way to failing. You can keep holding your head high, as ignorance of your reputation can be blissful, especially if the ratings and online comments about your business are dissatisfactory. You will never know how the general public’s experience …

dental referrals

Dentists: Leverage Patient Feedback for More Referrals – Here’s How

Eric Welke Dental, How to & Tutorials, Referral Marketing, Reputation Management, Reputation Marketing, Small Business Leave a Comment

It’s no secret: Many dental practices struggle every single day to acquire new patients. Most dental professionals know their vocation exceptionally well, inside and out. They are also probably very good at managing the business and financial elements of their practice. However, marketing and sales can be a whole different animal. And while a strong marketing mix of advertising, social media, and public relations can certainly go a long way in promoting your practice, none of these passive channels quite equal the value of a positive, direct patient referral. According to Wharton School of Business, a referral customer costs a lot less to acquire and has a higher potential for retention and loyalty. Specifically, a referred customer has a 16% higher lifetime value than a non-referred customer. Patient referrals are one of the most powerful ways that you can use to grow your practice and are exponentially more effective than passive marketing …

WordPress Plugin: Feedback Tab / Review Us Button

Eric Welke How to & Tutorials, Online Reviews, Reputation Management, Tools, WordPress 3 Comments

RenegadeWorks has released a new WordPress plugin.  This plugin adds a floating feedback tab / clickable review us button to the side of your website. The tab / button stays in the same position as your visitors scroll down the page, but is not intrusive. It can be linked to: Your RenegadeWorks location page A feedback form A review site profile Anywhere else you wish The plugin is developed to have a great user experience: No Javascript is used to generate the floating widget, only HTML and CSS The feedback tab button has a hover effect when the cursor is dragged over it to encourage interaction When the widget button is clicked a new browser tab will open to the page you specify. This means the visitor stays on your site in the original tab so you don’t lose any traffic. Plugin Options The plugin is designed to be customizable …

How to Respond to Negative Reviews & Feedback

Eric Welke Best Practices, Guides, How to & Tutorials, Online Reviews, Small Business 2 Comments

Receiving a negative review online can be humbling for your business and even you. Negative reviews can come in all shapes and sizes…from constructive criticism to an angry customer who doesn’t necessarily seem angry with you but rather they seem upset with life and are taking it out on you. Unfortunately, this is all apart of life and owning a small business. Don’t brush off the reviews and hope there will be no impact based upon one person’s opinion; instead, respond to each review written about your business. Don’t just respond to the negative, but the positive reviews as well. A simple ‘Thank you’ or ‘We are thrilled you are enjoying our services’ can make the reviewer and other readers’ respect that you are concerned with customer satisfaction and not just focused on challenging the negative aspects of your reputation. While it is important to respond to the positive reviews, …