“No duty is more urgent than that of returning thanks.” – James Allen
I’m happy to say that 99% of all Facebook reviews on our chiropractor customers’ Facebook pages are positive.
Still, the extreme reactions to reviews continue to amaze me. When a doc gets an occasional negative (or even 4-star instead of 5) review on Facebook, the whole world stops. Panic ensues. The entire office Googles the person and discusses how to respond. They pore over the situation and dramatize its impact.
But when the same doctor gets a glowing, enthusiastic 5-star review?
He or she glances over it quickly, clicks “Like,” and moves right along.
While it’s easy to let a negative review ruin your day and get your attention, the many positive reviews deserve more than a passing “Oh, that was nice” and a tap on the “Like” button.
So what do you do when our reviews request process gets you great new patient reviews on Facebook? You need to take two minutes for a heartfelt response.
3-Step Formula For Responding To Positive Reviews
- Thank them for their review: When a patient leaves you a review, they’ve taken their precious time to help promote you. Thank them for their time in leaving the review.
- Affirm your appreciation: Make that person feel special by thanking them for being a patient, especially if they’re a loyal patient.
- Build the relationship: Let them know you look forward to seeing them in their future.
Review Response Example:
If Jeanine, your regular patient, leaves you a great Facebook review, here’s how you can respond:
“Jeanine, thank you so much for taking the time to leave this excellent review. We really appreciate seeing you in our office. Please let us know what we can do for you in the future.”
Here’s another spin in case you need inspiration on how to change it up a little for each review:
“Jeanine, wow! Thank you so much for reaching out to leave us this review. We really appreciate you being such a loyal patient and helping to share the word about us. We hope to see you in the office soon!”
Armed with this simple process, promise me one thing: Treat your positive reviewers to the same amount of attention you’d give a negative reviewer. Help them see how important they are to you. Never forget that great reviews are marketing gold.