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Q3 Office Review Contest!

July 1, 2024 - September 29, 2024

250$

Moss would like this review process to become a friendly competition between offices. He would like to have everyone work as a team in each office to get the most and best reviews possible. So, if a patient states of a great an experience at your office, please tell them that we are associated with a several other offices and we are running a review competition.
The Contest renews every quarter and the office which receives the most positive feedback during that quarter will win a gourmet style lunch. Lunch could be something like Italian, Chinese, or whatever the office desires within a budget of $250. Martiza will work to qualify the winning office at the end of each quarter.

Reviews and Social Media PDF GUIDE

UNIT#14 REVIEW RULES:

Rules:

Everyone Please take Note of new Rules and Contest update,

Q3 Contest has begun as of 7/1/2024, please be aware of some changes.
- The individual contest portion has been sunset
- We have considered a change to the point system regarding severely negative reviews (Please See Below)
- We have considered a change to the point system regarding replies by the office manager to patient reviews (Please See Below)

As a reminder of the methods and rules used to calculate each offices point:

Each set of Stars count cumulatively for everyone review on Google/Yelp/Facebook amounting to the total stars
In the event of a 1 Star review which contains negative context, an initial -5 Star levy penalty will be assessed, once the indicated office responses appropriately to the review (as a reply), the penalty of -5 stars will be neutralized. If the Patient changes their review from 1 star to 2 or more than those changes will reflect positively on the office score.
For Offices who are responding in the form of a reply to a review, and the review has a 2 star rating or greater, you will receive an additional star for the reply.
Office reviews are checked Daily by Paul/Maritza for updates and accuracy, notes are made to avoid duplication.
When applicable, patient names by their user ids on reviews will be cross check in the appropriate office database to verify they are a valid patient of record
All tallies and reviews will be recalculated for accuracy at the end of each quarter.
Remember all reviews are Public information, what you see is what we see.

The most difficult review to respond to is a negative one. We never want to admit that our staff did anything wrong or that they are less than perfect. However, things do happen, and it’s not will something happen it’s what do we do when it does.

Confirm the patient is in fact a patient of record.
Respond in a timely manner.
No foul or inappropriate language.
Stay professional and courteous.
Never lash out and avoid taking the review personally.
Apologize when appropriate but don’t take responsibility for things that weren’t our fault. Show compassion and empathy for the Patient. ‘We’re so sorry to learn ________did not live up to your expectations.’
Show that you’re authentic and genuine. Sign off with your name or initials to show you’re taking the matter seriously and that a real person is listening.
Acknowledge their frustration – Address the specific issue the reviewer has touched on in their negative review. Avoid inflaming an already upset guest who leaves a poor review by ‘making your case’. Rolling up your proverbial sleeves might lead to a drop in trust if the viewers see that you’re hot-headed when faced with a complaint.
Do not give names of staff.
Always defend staff, whether they are wrong or right. If they are wrong, choose discipline accordingly when the time is right.
Do not get into a He Said/She said discussion.
If a patient is wrong, we need to point it out without coming out and saying they are wrong. The best way to do this is to lay out the facts and lead them logically to your conclusion.
Understand your patients experience with the office before responding. If we were wrong be honest about mistakes made and steps you’ve taken (or will take) to remedy the situation. Never Lie, Never Embellish, never stretch the facts.
Try to make amends: Provide assurance that you’ll offer the type of experience they’d expect if they are willing to give you another try. You can also ask ‘what could I do better next time to earn your business?’
Always use a poor review as a learning experience and thank the patient for pointing out that issue so we can better train our staff.

Remaining calm in the face of a less-than-ideal review can heighten the chance of patients choosing to book, even if your reviews are less than 5 stars. They’ll consider your attention to detail and value of customer service ahead over worrying whether you’ll be able to solve or smooth things over with this one person.

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Reviews:

We intend on beginning a contest throughout all the offices in the next week. We will be looking at the quality and quantity of reviews achieved by each individual office on all our review platforms. We currently acknowledge reviews through. Facebook/Google/Yelp. These three platforms are listed within your Dentrix Hub Portal under settings, and Intelligent reviews. Managers are welcome to adjust the percentage of which review links get distributed to patients. This system is automatic, and each patient who has a paid visit will receive a link in 2 days after their completed appointment. The winner will be the office that maintains the best overall social media ratings.

We will award the winning prize for up to a $250 lunch or a meal after work. The contents and time of the meal will be voted on in the winning office and Maritza will help with arranging the meal.

Each review site operates on a 5-star system. The stars will be tallied up over the period of a quarter for each office. Both the quantity of stars, and the average rating per review will be taken into consideration. Additional consideration will be scored by Maritza on the content of the reviews. (Quantity of reviews will not help you if the quality of the stars per review are low). Maritza will be reading reviews to discount fake or inaccurate reviews. Such as if a reviewer is pranking the site or just randomly doing a review.

The idea behind the contest is to get the staff working as a team and for administration to recognize a higher quality of care. We encourage your staff to hand out these flyers with their names handwritten on them kindly asking their patients to click the text link they will be receiving 2 days post appointment and review their experience with office, including the mentioning of the staff member by name. If a patient does not receive or has lost their review link, they can find the general link on our website for each respective office. We encourage personal connection with guiding patients to do reviews. This will allow truthful well-informed reviews.

We would go as far as to say that we have a few offices we are associated with, and the administrative team is going to reward the office that maintains the best reviews with a catered meal. This will get the patients motivated. We think it would be fun to have our patients rooting for your office. We are going to have Maritza send out to managers these forms to give to our patients with instructions on how to do a review.
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CURRENT UPDATES AND PROGRESS!
Contest Offices 2024 Current Stats