Online Reputation & Reviews for Doctors, Dentists and Physicians

When it comes to research for important decision-making processes, especially for medical and health inquires, online reputation & reviews for doctors, dentists and physicians can be the difference between getting a new patient or deterring others from making an appointment. Statistics show local businesses which offer a service that is most likely to affect our health and well-being, safety, or comfort and hospitality, are those that people believe a strong reputation is most important. When it comes to research for important decision-making processes, especially for medical and health inquires, online reputation & reviews for doctors, dentists and physicians can be the difference between getting a new patient or deterring others from making an appointment.

When asked, “For which of these local business types does ‘Reputation’ matter the most when choosing a business?”

Here were the key findings:

Doctor / Dentist – 47%
Restaurants / Cafe – 46%
Hotel / B&B – 30%
Garage / Car Dealer – 30% 

As you can see, the majority of customers believed a Doctor or Dentist’s reputation mattered most. Which leads up to the importance of why local medical and hospitality businesses should take additional steps to ensure that not only a good reputation, but that this is also clearly represented online through positive reviews. After all, in this era of technology where people can communicate with one another and share information instantly, it’s no surprise that people rely on reviews from complete strangers online to inspire trust in a business. It’s a radical idea when you actually depict it, however it’s something we need to get on board with to be successful or risk falling behind.

Now, this information isn’t meant to worry Physicians who are currently running their own their own practice. There are strategies to help you manage your online reputation and reviews.

Ask patients to rate you

• Hand your patients a card that provides a link to a patient review website.
• Keep a tablet at the front desk. Ask your patients to take a moment to rate you on their way out.
• Create a link on your clinic website that will direct patients to a patient review website

The purpose of this strategy is to get one to two reviews a week at a minimum. You can do this by finding a way to ask every patient to leave a review. Essentially, having a higher number of reviews can actually dilute any negative reviews.

Embrace reviews

This goes back to the fact that people will turn to reviews before considering choosing your medical centre for their healthcare needs. Meet your patients expectations by appearing in their search results. Having a strong internet presence through reviews is how they will gain trust in your clinic. Think of reviews as a good thing for your local business!

Don’t ignore negative comments or reviews

Some medical review websites will allow a physician to respond to a negative review. If it is allowed, your response will be public. In this case, ensure your response acknowledges their concerns in a general way. Show prospective patients you’re serious about creating a positive resolution, and an overall good outcome for the patient.  

“We are sorry to hear you were unhappy with your visit, please get in contact with us so that we may resolve your concerns.  We strive to provide positive experiences for our patients and would like to offer our help in any way we can.”

It is always best to call or get in contact with your patient to offer solutions to resolve their concerns, so that they may change or remove their negative review.  

For more information or to get assistance with building and protecting your internet presence for your clinic or medical centre, contact Airi today.

How do I respond to Negative / Positive Company Reviews Online?

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Responding to page reviews online is arguably the most important aspect of engagement, solely because of the way reviews are used as a tool for company research. When the modern consumer knows that they need a product or service, the first thing they do is research different brands to find the best option to suit their needs (comparison shopping).

Some consumers care more about a bang for their buck, other consumers care more about the quality of the product, but all consumers care about being cared about. Responding to reviews does just that by showing researches (those reading the reviews on your page) that you actually take the time to read customer feedback, are thankful for their patronage, and would be willing to resolve an issue if one were to arise.

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BEFORE YOU START: To respond to a page review for the whole world to see, consider the following:

• Would you describe your culture as fun or formal? This changes the tone of your response drastically. “Hey There! vs Good afternoon, <name>”. Generally the more trust your customer places in you, and your professional ability the more formal your tone should be. For example you wouldn’t want to see your prospective dentist respond to a negative review with “Opps, my bad.”
• Do you have a loyalty program new customers should be aware of? Positive reviews are a great opportunity to introduce social media fans your loyalty program or fan club. “Hey, we are glad you like our product! Join our fan club for special offers, and savings www.signuplandingpage.com.”
• Do you have a return, refund, or discount policy? These are a lifesaver when responding to negative reviews about your product or service. “Hi, @name we are sad to hear you don’t like this product, if you still have your receipt and it has been less than 90 days please return it and we will find one that is right for you! www.customerservicesupport.com”

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Step 1: Respond to Negative Reviews.

Before you respond to a negative listing review, consider its validity. If you are a small to medium sized business, odds are there is some truth behind the reviewer’s statement, no matter how exaggerated. Remember not to take negative reviews personally, and when responding be sure to:    

• Reply in a timely manner.
• Responses should be brief and professional.
• Show compassion for their viewpoint, and offer a resolution if the negative review is valid.
• Try to continue the conversation offline.
  • Review: This product is awful, I am allergic to its ingredients! @companyname is the worst.
  • Response: Hi Reviewer, we are so sorry to hear you cannot enjoy our product. We have been working hard on an allergen free version. Please reach out to @companyemail, we would love to make it up to you! – Company Team.   

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Step 2: Respond to Positive Reviews.

This is your chance to have fun, and turn some happy customers into brand ambassadors. When responding to a positive review, remember:

• Always be grateful for their praise
• Emphasize the positive message
• Continue the conversation by asking a question
  • Review: I love this product, feature 1 is a lifesaver! 10/10 would recommend.
  • Response: Thanks Reviewer, we love that you love our product! The team will be happy to hear their hard work on feature 1 is paying off  Is there anything else that could make our product even better for you? Let us know @companyemail – Thanks again.

Negative Effects of Not Having an Internet Presence for Your Small Business

Small businesses should value the need for online marketing and building their online presence. It’s important to note that online presence is not only established in the way you promote and sell your products online. There are definitely negative effects for not having a proper internet presence for your small business. With proper internet presence, you can establish the story behind your brand to your audience. If you own a local bakery or coffee shop, people want to see the behind the scenes in visuals, through photos and video. Sharing your story humanizes your brand, it gives it warmth and makes it all the more desirable to potential customers. 

Of course, being a business owner you may not always have the time to regularly update your blog or manage social media. Which is why there are services available like Airi Business to provide who will work to build your internet presence for you.  It’s no longer a “do it later” option, it’s a must now or you risk falling behind competition. Here’s why having no internet presence is a bad idea:

Lack of confidence if your brand

Having no internet presence is like being stuck in a primitive era, there’s no simpler way to say it.  Today, everyone from buyers to suppliers, and even your grandparents are online making purchases, browsing new products, or researching new services.  If you’re not online, how do you expect people to know about your brand.

Less exposure of your product or service

Again, how will you extend your reach to more people, more neighbourhoods, more prospective customers if you are not online?  Sure, you may attract the people who walk by your business or by word of mouth but, why limit yourself?

Poor reach

As you can see, all of the reasons why not having internet presence are related.  It all comes  down to getting your brand, your business more exposure.  Getting the word out there on a larger scale.  Meeting your customers expectations by appearing online through photos, testimonials, videos, etc.  These are what people need in this day and age to inspire trust in a business.  It’s all about the image and story that’s online for the world to see.

Lack of control over your brand’s image

If you’re not online telling people about your brand, someone else will.  The power of the internet is inevitable.  Visitors at your coffee shop are probably posting photos of their lattes and scones at this very moment.  

• Learn what people are saying about your business on Yelp
• Claim your business on Google
• Manage your reputation by managing your reviews

Get advice and helpful tips on building your small business internet presence with Airi Business tools today.  An Airi Business membership will get you everything you need to build and protect the virtual side of your business, with access to professionals who will do the work for you so you can spend more hands-on time building the business you love.

How do I get a Profile Canada Business Listing?

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BEFORE YOU START: Profile Canada is free to list your business but not to respond to reviews. Go to profilecanada.com/grow-your-business for more info. 

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Add a Business to Profile Canada: 

• Go to www.profilecanada.com.
• What is your relationship to this company? Select: 
  • I’m the owner of this company.
  • I work for this company.
  • I don’t work here, but I’m acting on behalf of this company.
  • I’m a user of Profile Canada improving the business listing.
• Add Key Business Info:
  • Name.
  • City.
  • Address.
  • Postal Code.
  • Business Phone.
  • Website.
  • Business Description:
  • Toll Free Number.
  • Fax Number.
  • Email.
• Search and Select your Business Category.
• Answer Survey Q’s:
  • What is your top online marketing challenge?
  • Are you currently working with an SEO provider?
• Create your Profile Canada Account:
  • First Name.
  • Last Name.
  • City.
  • Email.
  • Password / Confirm Password
  • Enter CAPTCHA text.
• Click Submit Info and Create Account.
• Confirm Profile Canada’s Verification Email (check all email categories).

After confirming your email, your account will remain pending until reviewed by website moderators. Once reviewed and approved, your listing will be published by Profile Canada.

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Fix an Error on your Profile Canada Listing: 

Follow the same steps as above. Moderators will review your Profile Canada Listing Update, and apply it to the existing listing.  

How do I get my business listed on MapQuest?

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BEFORE YOU START: If you are an American looking to create a MapQuest business listing, go to https://listings.mapquest.com, and complete the submission form. Input fields on MapQuest.com’s listings page doesn’t have province or postal code options for Canadian business owners. 

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Step 1: Add your Business to MapQuest

• Go to https://help.mapquest.com.
• Enter your company email (gmail) account and create a password.
• Create a subject for the message (i.e new business listing).
• Enter Your Name.
• Select the reason for this report: “Add New Business.”
• How does the business currently appear on MapQuest: It does not.
• Description – (full description of issue).
  • Business Name:
  • Address: City, State / Province, Zip.           
  • Business Phone:
  • Owner’s Name:
  • Business Email:
  • Number of Locations:
  • Website:
  • Featured Message:
  • Business category:
  • About Us:
• Upload Attachment: Company Logo

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Step 2: Fix an Error on your MapQuest Listing. 

1. Go to  Mapquest Help.
2. Select the most appropriate issue:
   • Feedback/ Questions on new www.mapquest.com  
   • Business Listings on MapQuest.
   • Residential Map / Address Errors.
   • Problems Creating a Route or Getting Directions.
   • Help with Mapquest Mobile Apps.
   • Help with the New Route Planner
   • My Account.
   • Help with MapQuest Bookings Reservations.
   • Help with Classic.MapQuest.com
   • send feedback about mapquest business city pages
   • Report abuse
   • Help with Travel Blogs
   • All other questions or issues
3. Enter Your company email:
4. Create a message Subject:
5. Enter Your Name:
6. Additional Description:
7. File upload (optional):

*If you selected the issue “Business Listings on MapQuest”

1. Select the reason for this report:
   • Incorrect Business Information
   • Add a new business
   • For an update or removal request- How does the business currently appear on MapQuest
   • Place has permanently closed.
2. For an update or removal request- How does the business currently appear on MapQuest
   • Name,
   • Address,
   • Phone Number.

How do I get my Business Listed on Foursquare?

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BEFORE YOU START: It is free to create a Foursquare listing for your business, but not to manage it (if you live outside the U.S). If you wish to login and respond to reviews, you have to claim your Foursquare listing. 

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Step 1: Submit Business Info to Foursquare.

• Go to foursquare.com and click signup to Foursquare.com. Create an account.
• Go to business.foursquare.com
  • Search for your business, and select “cant find place, add listing.”
• Add your place to foursquare
  • Enter info: Company Name, Address, Cross Street , City, Province / State, Postal Code, Country,
  • This place is inside another place, answer yes or no.
  • Adjust the pin on the map so it is over the front door of your place.
  • Add your Twitter handle (if available).
  • Select your business category.
  • This place is a private venue, answer yes or no.
  • Click Save

IMPORTANT NOTE: All business added to Foursquare for free are reviewed and published by site moderators. Free listings will take some time to appear online. If you are working on behalf of a business, show progress by taking a screen shot of listing submission thank you page, and share it with the business owner with a message stating “Your Foursquare listing has been submitted, it is pending moderator review before being published.”

Once Foursquare moderators publish your submission, send the link to the owner to check out.

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How to Claim your Place on Foursquare.

After adding your place to foursquare, you can now claim it. Note: To claim a place you must pay a one time fee of $20 USD.

• Search for, and select your Company (added to the foursquare database in Step 3)
• Check box “I’m the owner”, and click “get started.”
  • Add a contact and billing details – Foursquare listings cost $20 USD for companies outside of the U.S.
• Foursquare team will follow up to complete the claim process, and give you a login so you can manage your listing.

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How to Fix / Update a Foursquare Business Listing 

If your business Foursquare listing has been claimed, then get login access to the account, and update the business information manually. If not, then you need to create a user account and suggest an update (need to be reviewed by foursquare moderators before updating). 

• Create a Foursquare user account.
• Search for and select your business on Foursquare’s homepage search bar.
• Select the “suggest an edit” button at the top of the profile.
  • Update all inaccurate information.
  • Add any missing information.
  • Click submit.

Important Note: If you are updating Foursquare on behalf of a business, you can show the listing progress while you wait for moderators to publish your requested changes. Take a screenshot of the thank you message, share it with the business owner, and state “Your updated business info has been submitted to Foursquare, and pending moderator approval prior to publishing.”

How do I manage all of my Business Directory Updates?

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BEFORE YOU START to update one of your business directory listings, check them all. When listing info is incorrect it is usually due to human error, or contact info change like moving to a new office, or getting a new phone number etc. This means the error is more than likely on other listings as well.

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Step 1: Compare each directory listing against your profile.

• Go through all your directory listings, line by line, and compare the info to your company profile (contact info, and assets).
• Look for any errors, or discrepancies between the listing and your company profile.
  • Incorrect contact information: Address, Phone Number, Email, etc.
  • Outdated imagery: Promotional materials, logo’s, etc.
  • Broken links: Website, social media, etc.

Pro Tip: Use a free software like Airi to do this for you! She never blinks, and won’t miss a thing.

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Step 2: Take Note of all Errors in a Doc.

Create a document (or Google Doc) and write down each error, and discrepancy you discover.

• Directory Listing 1 URL: www.directory1.com/mylisting
• Error: (info found on directory)
  • Update: (info that should be on directory)

Note: Directory updates can take a while to publish if you do not have login access. By taking note of all errors in a document, you have something to reference when checking the status of your updates.  

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Step 3: Review Directory Assets.  

After all errors are noted, take a few minutes to review the assets used on each directory.

• Is the directory displaying an old version of your logo?
• Do you have new product or service images to add?
• Does the directory offer the addition of extra assets? (videos, menu’s etc)

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Step 4: Submit and Complete Directory Updates.  

Every Business Directory has a different process for submitting listing updates. If possible, login and make the changes yourself immediately. If not, suggest an edit as a “user” or through the directory’s update process. Site moderators will review your submission and make the change if they feel it is accurate. If you are making a big change (address or email or phone number) it may take a few tries, as site moderators want to make sure the request is legitimate before changing a business’ contact information.