If you have a physical location, you probably have a Google Business Profile (formerly Google My Business) listing. I’ll assume that because you’re reading this post, you know what these profiles are and how important it can be to your hair restoration business. It’s also very possible that you have an agency or consultant managing your Business Listing for you. That’s fantastic! The results will generate more heads in your chairs.
Take Photos
Keep your photos fresh. If you update the décor or add new landscaping, take a picture.
Be sure to take the photo from your mobile phone or tablet. This is because the images are saved using metadata that encrypts the latitude and longitude into the picture. As long as you don’t edit the photo or change the file format – and you upload the exact file from your phone. This helps solidify that your address is current and accurate. And Google loves it!
Looking for inspiration? Take a look at your profile page and see if you have the following:
- Street/Parking lot exterior shot (with signage and door front if applicable).
- Main lobby/waiting room
- Procedure room
- Sales Agent’s room – if that will be a common meeting place
- Exam room
- Preparation room +Bonus points if you have a barber’s chair for pre-procedure head buzzing 🙂
- Surgical room
Any photo that shows an individual’s identifiable information is considered Protected Health Information (PHI). Examples are a patient’s face, name or initials, date of birth, the date of their treatment, or photos of any birthmarks, moles, scars, or tattoos.
Get More Reviews
This is so important. Everyone knows that reviews drive up the comfort level of the prospective customer. Obtaining genuine, real reviews is crucial. Encourage your patients to leave you a review. Sure, you can be selective on whom you ask… but always ask. Always remind them their review would be a personal favor to you.
I’m sure this is nothing new for you. I’m sure you’ve been generating reviews for years. Or maybe you’re just starting out with your practice and just starting to generate reviews. You’ll always strive for more. You’ll always want to keep them current. That’s great, don’t stop that winning behavior.
What you can’t do is fall prey to people trying to sell you reviews. These types of reviews are constantly getting removed from Google and costing business owners money and customers – as some GMB listings were suspended for buying fake reviews.
Respond To Your Reviews
We talked about user-generated reviews, and we know how important they are. Equally important is the business’s response. You should be timely in this process.
If someone says they had a great experience and loves your business, take the time to thank them. Don’t just write, “Thanks, Jon!“. That’s cold and impersonal. Instead, try to make Jon feel he was your most important patient that day. Try something along the lines of, “Thanks, Jon! We’re so happy the experience exceeded your expectations. We really enjoyed our time talking through the procedure.“
This type of response is an extension of your brand, medical staff, and brand personality. It’s a preview to prospective clients of how you treat your patients. So, stop being boring!
If it’s a negative review, take ownership of it. Don’t get into a fight through public reviews. You won’t win and it doesn’t look good. If you’ve exhausted all efforts to contact the patient over the phone to rectify the situation and ask them to reconsider their review, then it’s time to acknowledge the uniqueness of their situation and offer a standing solution/invitation to come into the office for a follow-up, missed session, etc.
Improve Your Local Presence, Brand Awareness, and More
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