Welcome to another episode of How I Grew My Practice, presented by NexHealth. In this episode, we have the pleasure of talking to Dr. Len Tau, a renowned figure in the dental industry. Dr. Len Tau has had a successful 23-year career as a dentist, but now he focuses on helping practices increase their revenue through reputation marketing. He is the author of two books and leads the dental division at BirdEye. Today, he shares his journey of becoming known as the Reviews Doctor and imparts valuable insights into the power of online patient reviews.
Dr. Len Tau's Journey
Dr. Len Tau's journey into the world of reputation marketing started when he recognized the influence of online reviews on patients' decision-making. He noticed that reviews, whether positive or negative, had a significant impact on how patients perceived dental practices. This realization inspired him to create his own review software, iSocialReviews, which later evolved into BirdEye. Dr. Len Tau has become an authority in the review space, helping dental practices across the country improve their online reputation.
The Power of Reviews
According to Dr. Len Tau, reviews are not just about having a high star rating; they are about storytelling and providing feedback on the patient experience. Positive reviews differentiate a practice from its competitors and significantly improve the effectiveness of marketing efforts.
”Stop your marketing spend until you have a steady flow of reviews because you're wasting your money,” says Dr. Len Tau. Patients heavily rely on reviews when searching for a dentist, making it essential for practices to have a strong online presence.
Dealing with Negative Reviews
“Look at [online reviews] as a way to grow your practice, not as a hindrance. Don't worry about the bad review. Bad reviews actually make the good reviews look real,” says Dr. Len Tau. But if a practice is consistently getting negative from patients, then it’s an indication that something needs to be improved about the system or patient experience.
The Impact of Reviews on Dr. Tau's Practice
Dr. Len Tau shared his own experience with reviews at his dental practice. He observed the dramatic effect when a review platform he was using stopped integrating with Google, resulting in a significant drop in reviews for some practices. However, his practice had established a strong reputation, and patient referrals continued to flow due to positive word-of-mouth. This solidified his belief in the power of reviews and the need for every dental practice to embrace them.
Choosing the Right Review Platforms
Google is the undisputed leader when it comes to patient reviews. Dr. Len Tau stresses that Google reviews are a must for dental practices, as people frequently rely on Google searches to find services. For practices in specific areas like big cities, Yelp also holds importance. Facebook reviews add social proof to a practice's online presence, even though they may not have the same impact as Google reviews. Dr. Len Tau expects video testimonials to gain significance in the future if they are accepted by Google's review system.
Video Trustimonials: The Future of Reviews
While written reviews are valuable, Dr. Len Tau emphasized the rising importance of video testimonials. These are short video testimonials, 30 to 60 seconds max, from satisfied patients, showcasing their positive experiences and smiling faces. "You do not want to make these fully produced video testimonials. You can literally take out your iPhone, have a microphone and a light, and something to prevent shaking, and you end up with a great video testimonial," says Dr. Len Tau.
Video testimonials create a more profound connection with potential patients, especially in a visual-oriented society. Dr. Len Tau advised choosing outgoing patients with a great personality for video testimonials, ensuring their enthusiasm translates into the video.
Introducing Software for Review Collection
Dr. Len Tau recommended leveraging software to streamline the review collection process. Automating the process eases the burden on the dental team and ensures a consistent flow of reviews. The software allows practices to send personalized review requests to patients, making it easy for them to provide feedback and reviews. Dr. Tau stressed that consistent reviews on Google are vital for improving search engine rankings and attracting more new patients.
Online patient reviews are a powerful tool for dental practices to grow their business and attract new patients. Dr. Len Tau's journey as the Reviews Doctor has proven the impact of positive reviews and the importance of reputation marketing. Embracing reviews, whether written or in video format, can elevate a dental practice to new heights.