Increased visibility brings this dental practice to the next level
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Company Snapshot
Dr. Len Tau has been practicing dentistry since 1999, and in 2007 took over another dentist’s office and rebranded it as The Pennsylvania Center for Dental Excellence. Today, the practice strives to deliver quality service to every patient.
- September 2014
Background
Dr. Tau knew that to get new patients, he would need to outshine fierce competition online. The most effective way to do this? Collecting reviews from his existing patients -- 84% of patients trust online reviews as much as personal recommendations.
Most of the review generation solutions available were not focused on getting reviews on Google and Facebook, and these are the sites patients cared about most. Other solutions required a lot of tedious manual work that most dentists, including Dr. Tau, simply do not have time to manage. Dr. Tau even tried asking his patients for feedback in person, but he soon realized that none of his efforts were generating results.
Collect feedback from every patient automatically
Birdeye proved to be the easy, effective review generation solution he needed. The Birdeye platform not only allowed Dr. Tau to ask every patient for a review via SMS after an appointment without lifting a finger; the platform also sent patients to popular sites like Google so they could easily write a review.
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He was also able to monitor these all these reviews in one place so he knew the instant a patient was unhappy. When collecting such a high volume of reviews, negative feedback is inevitable. Dr. Tau doesn’t shy away from negative reviews. His philosophy: “A bad review may spoil your breakfast, but it should not spoil your lunch.”
While responding to reviews is important, taking action to solve patient problems is what really makes a difference. That’s why when the occasional negative review comes in, rather than simply posting an apologetic response, Dr. Tau takes the conversation offline to deal with the issue one-on-one. Acting on feedback not only improves his practice for future patients -- it may convince a patient to edit or remove their negative review.
More reviews, greater visibility, and more new patients
With Birdeye’s help, Dr. Tau has increased his Google review volume by 135.5% and collected 1800 reviews overall. He’s sent thousands of review requests via SMS, and his conversion rate from review request to actual review is a whopping 46.7%.
Since Google considers online reviews an important ranking signal, all these positive reviews earned Dr. Tau’s practice a spot in Google’s local pack with star ratings displayed beside it, drastically boosting his click-through rate.
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Birdeye: The Obvious Choice
Winning over 400 awards for 10 quarters in a row, Birdeye is the most-awarded and highest-rated customer experience software for businesses of all sizes.
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