According to Statista, 31 percent of internet users regularly read online reviews to check out the quality of the business. Google yourself. What do you find? If your online reputation management could use some work, check out these four best practices to ensure that your pharmacy stays in front of the power of internet reviews and stays on top of its reputation management.
1. Monitor your social channels.
Whether it’s Facebook or your Google listing, adopt the habit of checking your social media platforms on a daily basis. You can see who’s been engaging with your profile and stay on top of any reviews that may come through. The more familiar you are with your channels and online reviews, the better off you’ll be at maintaining your digital presence.
2. Respond to ALL reviews.
Your responsiveness to customers online not only shows your customer service level, but it portrays an image that you put your patients first before all else. Responding to good comments can be an easy task, but don’t let negative comments slip through the cracks. When faced with an angry customer, it’s best to address their concerns head-on. Your customers will forgive mistakes – own up to them and prove why you’re still the best around.
3. Don’t be afraid, ask for reviews.
Many pharmacy owners have told us they are afraid to ask for reviews because of the possibility of receiving a bad review. If you strive to offer excellent customer service and care, the good reviews will always outweigh the bad ones. You can ask customers for a review as they’re checking out or post on your social media – there are endless ways to solicit reviews. Remember, your current customers are your biggest advocates.
4. Respond appropriately.
Bad reviews unfortunately do happen even if you’re not at fault. In a customer-centric world, you should approach negative comments appropriately. No matter what the situation may be, the unhappy customer should receive some sort of resolution or explanation. Your responses to tough comments will show potential customers that your business really does care about the level of service provided. That’s the kind of pharmacy customers want to give their business to.
If you have any additional questions about implementing a strong reputation management strategy, email us at firstname.lastname@example.org.