It can be very difficult for hearing aid practices to get reviews. We all know that a hearing aid patient may have to wait months before feeling the benefits of their hearing aid, which reduces the likelihood of them writing a positive review immediately after the sale. The solution is to ask for satisfied customers for reviews. It isn’t as hard as you think. Here’s a guide to increasing the number of reviews you receive as well as maximizing the number of positive reviews.
Tips for increasing the number of reviews
- Make it easy for your patients to leave reviews
Before prospective customers reach your website to know about your company, make sure that you already have a presence on all the major review platforms. Here are the most important sites that your hearing practice should be on:
- Google Local
- Better Business Bureau
- Healthy Hearing (an online repository of hearing aid practices)
It’s important that your business details are up-to-date on each site. A recent survey found that people trusted Yelp and Facebook reviews the most, so concentrate on those two first for an easy first win.
- Make reviewing convenient
Make it simple for your clients to review your hearing services by providing review options on the sites they most frequently use. This could be the aforementioned websites, or they could even be widgets placed on your own website. Help users to share feedback with as little effort as possible.
- Pick the best time to ask
Under normal circumstances, you want reviewers to have the experience and expertise of your hearing services fresh in their minds when they write their review. That’s why a good time to ask is shortly after the transaction has been completed. Another good time is a month after your hearing patients have worn their hearing aids. This is the point by which they are beginning to understand just how positively your hearing services have impacted their lives.
- Pick the best place to ask
The luxury of having a hearing practice business is that you will often be able to ask your customers for a review in person, as it is likely they will need to return to your hearing practice for adjustments to their hearing aid. Being able to ask for a review informally like this is a huge benefit that other types of businesses don’t have, so use it to your advantage! It could be helpful to have comment cards or a short questionnaire for them to fill out, and ask for their consent to post their reviews on your website. Transcribe their comments and place them under a “Reviews” or “Testimonials” tab on your website – and make it easy to find!
Another great tool is the video testimonial. If you have return clients with whom you have a great rapport, it could be worth asking if they would be video-taped talking about the positive experiences they’ve had with their devices. These videos can then be uploaded to YouTube and embedded on your website as well.
Unfortunately, not all customers will be happy to get their phone out and write a positive review in front of you at your hearing practice. This is why you still need to solicit reviews on your online platforms too. To increase the chances of your customers writing that review, let the customer easily post the review on same platform as your request. For instance, if you send an e-mail to request a customer review, have the link to the review page embedded in the email itself.
It’s all well and good getting more reviews, but what if the reviews are not as positive as you had anticipated? We have some advice for you there too!
Tips for improving the number of positive reviews
Try asking open questions: Before asking for an official review, try to reach out in private and ask an open question. This is useful in two ways: you can generate useful customer feedback and avoid the reviewer writing a bad review before they have given you a chance to redeem yourself. By asking open-ended questions on closed platforms, you can ensure the client is happy before offering them the option to submit a review and make their feelings public. If they are not, their concerns can then be addressed privately.
Respond to your negative reviews: When other customers read negative reviews, they are looking to see how you respond to negative customer feedback. Customers are mindful that mistakes can occur and you can’t please everyone. By responding to negative reviews, you are showing that you are ready to take the necessary steps to mitigate your mistakes which shows that your company is worthy of trust. If you don’t respond, you risk appearing unable to handle criticism.
Share positive customer reviews you’ve already received: Proudly display your best reviews on your website, social media platforms and emails. Customer reviews offer robust social evidence that most people have confidence in your businesses, and recent studies have shown them to be as powerful as personal recommendations from friends.
Are you looking to increase the number of online reviews for your hearing practice, but don’t know where to start? We specialize in strategies for maximizing reviews and increasing customer engagement. Contact us at AuDStandard today to learn more.