Hello PT Business Builders.
Welcome to the PT Business Builders show -- where we believe EMRs suck and that systems and software should actually improve your life and your practice not consume it; and here, our only measure of success are systems and software that create a business that gives you the time and financial freedom to enjoy your life.
This is for Stephen Dunn. Let me read the question. Stephen Dunn just put this below and this is like my jam, and I wanted to go crazy and type out everything I knew but it just takes too long. So I’ve decided I'll just do a live instead.
Stephen Dunn asks: “When do you ask for reviews in the welcome series? How do you frame the email? And are you asking for Google only?”
It depends, right? That should be the answer.
Number one, where I asked for them, when and why I asked for them, and how. Why I asked for the Google review as well because I want the reviews. When I asked for them is the important thing.
And you asked for a Facebook review also. Google is the one that's going to give you the most bang for your buck.
I don't want to overload when people give me a Yelp review, give me a Google review, give me a Facebook review. You're going to kill the bunny. You don't want to overload your patient so we're not going to kill them.
The reason I asked them for it is I use a Net Promoter Score of qualifier if you don't know how likely are you to refer us to a family or friend on a scale of 0 to 10.
And then based upon that, a 9 or 10 means those people love you. If you get a review from them, it's going to be a five-star review.
This is what we want. We don't want the four-star reviews. We don't want the three and a half-star reviews.
Let me start over just to give you a little bit of context. So Steven Dunn asked the question: “When do you ask for reviews in the welcome series? How do you frame the email? And are you asking for Google only?”
And basically, the long and the short of what I said is that I asked for the Google reviews primarily only and maybe like a Facebook review at the end. I don't want to overwhelm them with reviews.
You don't ask them Google, Yelp, 900 reviews, and you kill the bunny. You don't want to kill the bunny. You don't want to overwhelm the person with reviews and then you start to create a negative experience for them.
This is the last thing we want to do. It'll cost you money.
I asked for the Google reviews. I'm going to tell you when, where, how, and why.
First, when do I do it? I asked them on the third visit. The reason for this is because I'm also asking them at the same time. I want to see if they're likely to drop off.
I use my Net Promoter Score as a qualifier: “How likely are you to refer to a family or friend from a scale of 0 to 10?”
I use that as a qualifier. I do this in the clinic because I'm trying to see if they're about to drop off. I do this the third visit, because the fourth visit is your most likely drop off spot.
I will ask them on that third visit. I do this in the clinic so that if they are likely to drop off and give me a 6 or below in the Net Promoter Score, I can go talk to them.
That's not the point of this video. The 9s or the 10s -- those are the points of the video. The 9s or 10s, they love you. They absolutely love you.
They want to tell people about you, they want to talk about you. These people are giving you like slam dunk five-star reviews, which is what we want. We don't want four-star reviews. We don't want three-star reviews.
Another thing that this Net Promoter Score allows us to do, if somebody gives you an 8 or below, they don't like you and they gave you a crappy review. If you're below 6, 7 or 8, they're like lukewarm on you, they delight you.
If you ask them, the guy from Harvard who did this research says that their subsequent review later is actually going to go down. The score will drop in the future.
And we don't want that. We don't want to negatively impact what our patient feels about our practice. We don't want to ask those people for you. It's actually off putting and it hurts your business. Don't do it.
We use this Net Promoter Score as a qualifier. I had a thing in my initial post for this before it crashed, saying that I have a free app. If you would like the app, I'll give it to you.
The thing with the app, we use it at that third visit. When they respond, they give you a 9 or a 10. Now, the therapist can actually see this information. So now, I know they give us a 9 or 10. My system automatically sends them an email or if you use my full system, it sends on text, email, whatever you want.
I, the therapist, finds out about it. You actually walk into the room with a patient and say to the patient, “Hey, you know we always check our reviews. I saw you gave us a 10. It means the world to me that you think that much of me and my practice.”
“Do you have your cell phone with you by chance?” Yes, everybody has her cell phone with them. “Do you get emails on your cell phone?” Yes, everybody gets emails on their cell phone, or at least 95% of people get emails on their cell phone.
“Hey! Well, I actually just sent you an email, and if you wouldn't mind opening it up and giving me a review, it will literally only take you like 30 seconds. If you would just do it while we're together, it would actually help a lot of people that don't know about me and my practice and what we do here.
And sometimes the only way they find out about us is from our Google reviews. So if you wouldn't mind taking 30 seconds for it, it would mean the world to me.”
They're going to do it. They gave you a 9 or 10. They love you.
They'll pull it out. They'll give you the review. I use it as a tool to identify those drop offs. And then I use it as a tool to get the review.
I'm going to get more reviews when you're sitting right in front of me and I look you in the face and I say, “Hey, would you mind taking 30 seconds and giving me a review?”
Then I send you an email. Emails run a bunch of problems. Number one, open rates. Open rates are s^*t. No other way of describing.
What happens whenever you get those reviews is when you go face-to-face, you do a lot better then, because emails open rates. You're looking at 30-35% response rates.
They're looking at 10-15% response rates. You're not getting that many responses so you can't get that many reviews from it.
If you hand them an iPad right in the clinic, “Hey, would you fill this out for me?” 99% of the time, they'll say, “Sure.” When you ask them face-to-face and ask them to do it on the spot, you're going to get way more Google reviews. The IP address on it is their phone, which means that the reviews are going to look organic.
They're actually the location. Google favors these. This is what Google wants. We're giving them exactly what they want. This is going to improve your SEO.
Number two, it's going to get you tons of positive reviews, it's going to improve your score. That score is going to just bump up. And that's really going to allow you to start leveraging in your business. I mean literally, you'll get three, four or five patients a month, just out of your Google reviews if you start crushing it on them.
What you want to do brother is you want to get those face-to-face. That free NPS app, if you say below you want it, I will gladly give you the link to that NPS app so you can download the NPS app.
You use that, then that score will also allow you to get reviews at the end. We do another qualifier at the end, this one's by email.
We get much lower response out of this. But we do a couple other things to sneak our response rate up. I don't want to get too far into the weeds.
We get like double what anyone else is going to get. What happens then, we ask for just a Facebook review. We want the Facebook reviews so that when we're doing this, when we're going live, and more people “like” us, we're going to pop up higher in their feed.
Because Facebook wants to show people exactly what they like. They don't want to show them stuff that they don't like. And if a bunch of other people that are just like them fit the same demographic, they're going to put more of it in front of them. These are big for that.
Those are the two places -- Google and Facebook. Don't Yelp anymore. Yelp is a trap, don't do Yelp anyway.
Those are the two places I asked. I asked via face-to-face. It's going to work better than your text or your email. You can ask anywhere you want in the welcome sequence. I challenge anybody to do this my way, split testing.
You're going to see that the emails aren't going to work nearly as well as face-to-face or text messages. It's not even comparable. Face-to-face, you're going to get 99% of your NPS scores, then you're going to get like 85-90% of your Google reviews.
That's going to turn into money for your business. It's going to turn in new patients in your practice.
I have built a super robust system for this. This isn't just something that I'm off the cuff making crap up. I have literally tested this for five years, split tested and tried every conceivable way. I tried text, emails, phone calls. I tried everything.
This is the best way that we've been able to find. If somebody's got a better idea, I would love to hear it. We'll give it a go.
Google reviews, if you want those, that app will help you get tons of them. Then on the back end, it'll also allow you to do marketing.
If somebody's 9 or 10, and they love you, they want to refer to you. This will allow you to identify those people and ask just specifically those people to refer to you.
The problem with emails or text messages, you can't get a large enough sample size. You get 10-15%, maybe 20% if you're doing phenomenal responses to this.
You can cheat your way up. I've seen people get 20 to 25%, it is still not enough to do anything. When you have 99%, now you have all the data.
This allows you to dial in on your patient. It allows you to talk directly to them. And the messaging is exactly what you need to say to them. So you can tailor your message to your viewer.
That Net Promoter Score is the biggest thing that you can get. Use it as your qualifier for your reviews. It's going to allow you to have a great system.
Make sure you're using that Net Promoter Score: How likely are you to refer a family friend to us on a scale of 0 to 10?
That's the best thing that you can do and you can leverage that question all throughout, not just for reviews, but to start marketing to your people.