I just had a great conversation with Anastasia Turchetta, who is a dental speaker and hygienist, (she’ll be speaking at TBSE this year) and I was showing her our new product, Reputation Monitor. She immediately had a suggestion which I thought was great, which was to use it in the morning huddle and read the previous day’s reviews to the team. This serves many purposes. If there was as negative review, then the team can discuss what went wrong and how to correct it going forward. (It also should be someone’s job to respond to the negative review, but that’s not for the huddle.) If you had positive reviews, this lets the team know that they are doing a great job and that people are noticing, and gets everyone excited about the day.
It also has the benefit of reminding team members that they are being reviewed, like it or not. And so that should make them step up their game, and be conscientious, considerate and courteous throughout the day. And it keeps the idea in mind that they should request that the patients do reviews for the practice, and that they can even do it in the office on their smartphone. Or the patient could be encouraged to check in on Facebook and post a comment.
Reputation Monitor is a great tool for showing every comment that is being posted about the practice, whether it’s in social media like Facebook or an online review on Yelp or Google. And this is a terrific way to take advantage of that information. Thanks, Anastasia!