In today’s digital landscape, online reviews play a pivotal role in shaping the reputation of your practice and attracting new patients. However, asking for reviews can be awkward or unnatural for some team members. With the right training, tools, and routine, your team can turn this task into a natural and effective part of their workflow. Here’s a comprehensive guide to help your team confidently ask for reviews after appointments.
Step 1: Explain the Importance of Reviews
Why It Matters: Start by helping your team understand the value of online reviews. Positive reviews not only boost your practice’s visibility but also build trust with potential clients. Reviews also create a sense of community and build your credibility. Having reviews online will set you apart from other search results. When your team knows why they’re asking for reviews, they’ll be more motivated to do it.
Tip: Share real-life examples of how a glowing review led to new patients or helped retain a long-time client. This makes the impact of reviews more tangible.
Step 2: Teach the Right Timing
When to Ask: Timing is key. Ask for a review when the patient is feeling positive about their experience. This is often right after a successful appointment.
Example: “Mrs. Jones, I’m so glad to hear that your cleaning went smoothly today. It means a lot to us when our patients share their experiences. Would you mind leaving us a quick review?”
Step 3: Provide a Simple Script
What to Say: Equip your team with a basic script that feels natural and conversational. It should express appreciation and gently suggest leaving a review without being pushy.
Example: “Thanks so much for coming in today! While I complete your appointment, we’d love it if you could share your experience with us by leaving a review. It really helps others learn about the care we provide.”
Step 4: Offer Multiple Options
How to Ask: Different patients prefer different methods for leaving reviews. Ensure your team knows how to guide patients through the process, whether it’s via email, text, or directly on a review platform like Google or Yelp.
Tip: Provide handouts or digital links that make it easy for patients to leave a review. For example, a small card with a QR code leading directly to your review page can be very effective.
Step 5: Practice Through Role-Playing
Why Practice Matters: Role-playing helps team members feel more comfortable and confident in asking for reviews. It’s a chance to practice different scenarios and learn how to handle objections or awkward moments.
Role-Playing Scenario 1: The Happy Patient
- Team Member: “Mr. Thompson, it was great seeing you today! I’m glad you’re happy with how everything went.”
- Mr. Thompson: “Thanks! It was a good visit.”
- Team Member: “That’s wonderful to hear. If you don’t mind, would you be able to leave us a quick review? It helps others know what to expect when they visit.”
Role-Playing Scenario 2: The Hesitant Patient
- Team Member: “Ms. Lee, I’m glad we could take care of your dental needs today. We’d really appreciate it if you could leave a review about your experience.”
- Ms. Lee: “I’m not sure I have time for that.”
- Team Member: “I totally understand. It only takes a minute, and we can even send you a link to do it later when it’s more convenient for you.”
Step 6: Address Common Concerns
Handling Objections: Some team members might worry about being too pushy or facing rejection. Encourage them to view asking for reviews as a service to others—helping future patients make informed decisions.
Tip: Reassure your team that most patients are happy to help if asked politely, and it’s okay if someone says no.
Step 7: Reinforce Positive Outcomes
Celebrate Successes: When a team member successfully gets a review, celebrate it! Share the review with the team and acknowledge the member who asked for it. This reinforces the behavior and shows that their efforts are appreciated.
Example: “Hey everyone, I just wanted to give a shoutout to Emily! Thanks to her, we just received a fantastic review from one of our patients. Great job, Emily!”
Step 8: Provide Ongoing Support and Feedback
Continuous Improvement: Keep the lines of communication open. Regularly check in with your team to see how they’re feeling about asking for reviews and offer tips for improvement. Share examples of great reviews and discuss what made those requests successful.
Tip: Create a “Review Board” where you post recent reviews and highlight the positive feedback. This keeps everyone motivated and focused on the goal.
Hope you find this guide helpful! If you are looking for more, connect with me inside of Dental Success Network with a Free 7 Day Trial or join me in Denver November 1st and 2nd for our next Front Office Academy Coaching OM meeting!
Until next time,
Sydney Robinson
Executive Director of Operations
Dental Success Companies
