In order to get patient reviews on any website (including Google) you must do three things.

1) Provide review-worthy service. No one will write a 5-star review unless they feel you’re worthy of a 5-star review.

2) Verbally ask your patient if they will write a review before you send them a review request. Patients are three times more likely to write a review if the person who provided the service (doctor, dentist, surgeon) asks the patient to write a review rather than an assistant or someone at the front desk who asks on their behalf.  THREE TIMES MORE REVIEWS!

2b) If you want reviews on Google, you must specifically ask your patient to write a review for you on Google.  Never, ever ask someone to write a review for you on Yelp. If you’re patient has never written a review on Yelp before, their review will get filtered. If you want Yelp reviews, you must ask your patient to write a review for you on Google (Not Yelp) and allow the active Yelpers to identify themselvesu … which they will do. They will either identify themselves when you ask them to write a Google review or when they see that Yelp is one of the choices in the system.  You should have Yelp as a choice when your customer gets your review request, but don’t ask them to go to Yelp unless they tell you they are an active Yelper. We’ll talk about this in more detail when we do the training with you and your staff.

3) Send the review request to the patient in the patient’s presence BEFORE they leave your office. If you don’t do this, they will not respond to your request.

1) Change the Default Review Request Text

Step 1: After you ask someone to write a review for you on Google, you want to make sure that the text in your email guides them to Google. If you decide to use the Google or Bust or Google and Trust review strategy, you’ll need to change the initial review request default text. Here’s what you’ll need to do.

Go to System Settings > Review Request Settings and then to the bottom of the page where you will click on the text that reads, “Customize Emails.”  Change the default text to this text. You can copy and paste it if you choose to do so.

Hi [customer_first_name],

Thank you for offering to write a review for us on Google. Google will provide easy-to-follow instructions as soon as you click on the Google review link. I’m looking forward to reading your comments. Thank you.

[review_link=Write Your Review Here]

Sincerely,
[manager_full_name]
[company]
[phone]

2) How To Ask For A Google Review Script

May I ask you a favor please? Later today or tonight or when ever you get a chance, would you mind taking a few minutes to write a review for us on Google … because when you do it helps others who are looking for dentist learn about our practice.  Will you do that for me please?

Note: If your patient is an active Yelper, they may very well ask you if it’s OK to write a review on Yelp. If you have Yelp as a choice, and you should, the answer is Yes.

Before you go I’d like to ask one of the ladies up front if they will send you an email or a text with a link in it to where you can write your review and I’m really looking forward to reading your comments.

Then, you or someone on your behalf must walk the patient up to the front counter and pass the patient off to the person who will be sending the review request.

Julie, Bob has offered to write a review for us, will you please send him a review request?

You can also send the review request yourself.

3) How To Send A Google Review Request Script

If you want the highest percentage of patients responding to your review request, here’s what you need to do.

You MUST send the review request to the patient, while they are with you BEFORE they leave your office.

  • If you don’t do this they will not respond to your request.
  • If you send the request after they leave the office, they will not respond.
  • If you send the review request while they are in the office but they don’t see you send it, they will not respond.
  • If someone does not engage with the patient when you send the request, they will not respond.

Julie, Bob has offered to write a review for us, will you please send him a review request?

The person who asked for the review or their assistant needs to pass the patient off to you so that both you and the patient know what to expect.  Once the patient has been handed off to you, thank the patient for offering to write a review while you’re pulling up the Request New Review page on BestLocalReviews.com.

It’s a good idea to have the BestLocalReviews.com website bookmarked and open. Make sure you’re signed-in to the system and click on the Request New Review page at the very top of the navigation so that you can quickly send the review request.

1) Type in the patient’s First and Last name.

2) Ask the patient for their PRIMARY email address and repeat it back to them to make sure you typed it in correctly. If you type in the wrong email address, the patient will not get your request to write a review. You ALWAYS want to get their email address.

There are four reasons why you ALWAYS want to get the patients email address.

  • 1/3 of your patients would rather write a review from a desktop computer. If you only send them a text, they can not do that.
  • The system will automatically send the Off-the-Hook review reminder to your patients who do not respond to your request ONLY if you get their email address. The system will not send a reminder by text.
  • The system will automatically send your patient your coupon/flyer ONLY if you get their email address. The system will not send your coupon/flyer by text.
  • If you send the review request by email and text, you can double the likelihood of your patient getting your review request immediately.

3) After you get the patient’s email address, ask them if they would like you to text the request to them. This is not an either/or question. You ALWAYS want to send the review request by email … and by text if they want the request by text.

4) Depending on which system you have, you may or may not have a choice of selecting the employee who served the patient. If you do, go to the drop down menu in the Linked To Employee section and select the appropriate employee.

5) If you’re sending your patient a coupon or flyer with a request to share it with their family and friends, mention it to them before you send the review request. This is a FANTASTIC opportunity to generate referrals from your happy patients. The coupon or flyer will only be sent to the patient if you get their emails address.

Referral Request Script
Before I send the review request, may I also send you our digital flyer/coupon and ask you to share it with your family and friends who are looking for a dentist/doctor/chiropractor, etc.?

Final Notes On Getting Google/Yelp Reviews.

If you want Google reviews, ask your patients if they will write you a Google review. Do not ask for Yelp reviews. If you want both Google reviews and Yelp reviews, make sure both Google and Yelp are choices available on your system and make sure you ask for a Google review, not a Yelp review. If you ask an active Yelper to write a Google review, one of three things will happen when you ask.

  1. They will tell you that they are a Yelper and ask if it’s OK to write a Yelp review for you. That’s Great.
  2. They will not tell you that they are a Yelper but they will click on Yelp when they see it as a choice in the system and write a Yelp review for you. That’s Great too.
  3. They just might write a 5-star Google review for you. Not a bad third choice.

We generally suggest that you have the “direct to us” review option turned on. This is what we call a testimonial. If you ask your patients to go to Google and you have this option turned on, they will very likely try to write a Google first before writing a testimonial.

If you’re getting too many testimonials it’s typically caused by the person asking for the review not being specific about going to Google. You can always turn the testimonial feature (direct to us) testimonial choice off. If you want to do that just go to System Settings > Review Request Settings and disable the testimonial feature.

You have complete control over your system. You can add and/or remove any review sites or the testimonial feature from the system when ever you want. This article is on how to get Google and Yelp reviews. If you want your patients to go to sites other than Google or Yelp, just add them to the system or ask us to do it for you. The thing to remember is that if you want Google or Yelp reviews, ask for Google reviews.