Just wanted to hop on here and let everybody know I’ve talked a lot about NET PROMOTER SCORE or NPS. We're going to talk about Net Promoter Score and how you should be using it in your practice.
What is a net promoter score?
I find fewer people know what it is. Net promoter score is actually something that a guy from Harvard came up with. There are a whole bunch of research on and basically what the Net Promoter says is just one question: how likely are you to refer a friend or family member to us?
You've seen this question before. Everybody uses it all over the place and even if you don't know what it is, you now have at least seen it and you're familiar with it. Basically, what we do is we look at the segment of people in the groups with this net promoter score.
A 9 or 10 score from a person means that he/she really, really likes us and can be considered as a net promoter. Net promoters will go out and they're going to talk about you and your business, and tell other people about you because that's what they do.
You will get their responses based on the net promoter score. Say it's a 10, then that person loves you and they're going to talk about you. At 7 or 8, they are not real sure about you -- these people may like you and use you but they're not going to run around telling everybody how great you are. On the other end, if you get a 6 or below, this person really doesn't like you.
How are we going to use this FREE APP? What I do in my practice is I use it at the beginning of the third visit. Whenever people come and walk in the door, we hand them the app on an iPad. They will give us the score, and if they give a 9 or 10 on our app, it will automatically prompt them to give us a Google review. The app will ask for their email address and it will automatically send an email message asking them for the Google review.
We also ask the patients other questions specific to physical therapy and healthcare: “Are you improving? What is the real reason that you're coming here? Are we delivering on why you're coming to see us?”
If the answer to that question is NO, you have an equally as big problem. If you're not delivering on that, it doesn't matter how much they like you. They're not going to continue showing up. It's just not going to happen.
If you get a 6 at the end of the app, it's going to show you up along with whether they're improving or not. You can use this to actually go into the room and have a conversation with the patient and find out what else is going on. If you get a 6 but they're improving, there's something else that's going on. There's something that they're not happy with you about that's going to make them drop off.
A FACE-TO-FACE CONVERSATION is the ideal way. Some people do this net promoter score through an email using paid app. I really don't encourage you to do that because it's not really beneficial. The tendency here is that people who give low scores just go away because those who don't really like you aren't going to respond.
If they give us that score of 6, we’re going to sit down and have a talk with them. With 7 or 8, I still have to talk to them. I still want to know what's going on.
If they give a score of 9 or 10, I will now have a face-to-face conversation with them and let them know that I already sent them an email message asking for this GOOGLE REVIEW. I will tell them, “HeyI You know, a lot of times people don't know me as well as you do and unfortunately, the only way a lot of people figure out about us is by our Google reviews. It would mean the world to me if you would take a minute right now by getting your phone and just review. It literally will take you not even a minute, but it would mean the world to me.”
If you get a score of 9 or 10, you already know that they love you. They're going to hop in and they're going to do it on the spot without hesitation. This is going to kick your SEO score through the roof because you're getting all of these positive reviews. Again, we're cherry picking and we're taking those 9 and 10 and really putting it out there.
Anybody who wants this app, if you just write NPS below, I'll hook you up with the link for the app for free. In return for getting the app from my link, I’m going to collect demographics on you and look at your scores for research purposes. We’re going to look into some really solid tips on how to improve this.
We're going to reach out to you and let you know, “Okay, this is your score. Here's some things that we recommend to improving your score.” I'm also going to collect data and say, “Okay, this is the average score in physical therapy. This is a baseline score of around where everyone is.”
We need to give this number of context. Even though we know what it means, we need to know where we are in relation to everybody else on where we should be. So that I know if I need to improve and you’ll know if you need to improve. We can all measure against one another and then we can help one another.
On the free version of the app, I recommend that you start and keep tracking these on your own. You can do it in a simple Excel sheet. On my paid version of my app I naturally keep track of everything.
For anybody watching who have any questions on the NPS or want any more information on how it could be used, I'll be happy to give you more information as to what the NPS is, how to use it, and how it came about. I leverage it a lot more ways in my application.
In my application, I also get Facebook reviews with it and they don't have to input their email information as it's already done and already in the system. We also use texts to gain responses from our patients because there's a little better response with text.
The NPS is a phenomenal tool and you should be using it. There's no downside and you're getting information about what the customer thinks about you and your business. This is never a bad thing.
“How many people who completed the NPS have left Google reviews?”
We only cherry pick from those who gave a score of 9 or 10. With me, it’s around 99% of the people I asked have left Google reviews because I sit down and have that face-to-face conversation with them about the fact that I just emailed them and that it would mean the world to me if they would do it on the spot.
Don't do Yelp. It's a trap. The only thing they're trying to do is dig into your pockets. They'll take away your positive reviews. Google review is the way to go. Google improves your SEO scores while Yelp really doesn't do much to improve that SEO scores.
If you ask the person face-to-face and they gave you a 9 or 10, they already love you. If you ask them face-to-face to do it in front of you and they love you, they’re going to fill it out. That's all there is to it. There are no two ways about it and this thing's free, so what do you have to lose?
What factors influence somebody giving a 9 or 10?
We'll have to be here all night if we go over the 9 or 10 influence. This is part of the Jerry thing -- it starts on that first phone call and even before the first phone, make sure you're attracting the right people with your messaging on your ads by targeting the right people. Once they call, create that relationship from the first call forward like really dialing in on that person. In those points of contact, you need to be using some kind of CRM, preferably something with text capabilities, that can really create that relationship. That's the broad overview of how we do it.
Yelp is definitely a trap. It's horrible. Don't do Yelp. Yelp will take your reviews down. You can pause reviews, which they kind of loses credibility. That's why I completely yanked Yelp from my paid application because it's a trap and they tried to trap all of my customers and that's not what I want.
I have a friend who owns a practice and pays a marketing agency. They gave him a tablet to use for clients to fill in reviews for clinic.
Yeah, that's great! Mine’s free. You want to pay for it, call that agency and get them to use and pay them for it. But with mine, you’ll get it for free.
NPS is a great tool. You should be asking at the end, too. I typically do it after discharge. I do that one via email but it's not as successful as handing them a tablet. If you give them the tablet, 99% of people are going to fill it out. If you email them, it gets dicey.
Why is someone who is really satisfied with the improvement of symptoms won't give you a score of 9 or 10?
Because there's a lot more factors that go into that score of 9 or 10. It's not just, “Are you improving?” It definitely weighs heavily into it. But there's a lot more factors that go into that, how much they like your practice.
For example, if you go in the restaurant that has excellent food but its service is crappy, you wait, the waiter or waitress isn't particularly nice or got awful, and they're not attentive to you, you don't give them a 9 or 10. It doesn't matter how good the food is. There's a lot that goes into this experience.
If you use the same tablet on your WiFi, could some of your reviews be deleted?
No. They fill it out from their cell phone. The Google reviews are actually coming from the IP address on their cell phone and it's not actually coming from the tablet. They don't use the tablet as I have them use their cell phone. 99% of the people have a cell phone. That's why I really encouraged them to do it in front of me.
When they have their cell phone, I asked if they would mind hopping on their cell phone because it's in their email that it was sent to because they enter their email address. We send them email message and from there, they give us their review.
But I do it face-to-face because they're far more likely to fill it out. If they're looking me right in the face and I go through that little script and say, “Hey, it would mean the world to me, if you would just take one minute and fill out, give me a good review on the email. All you gotta do is click the link in the email, give me the review because not everybody knows about me and unfortunately, the only way they find out is that.” So now you're moving up the list.
I will have to let my friend know. He's using the same tablet.
I guess maybe you would have to let him know if he's using the same tablet. It's an application. When you close the application, it's not active. The data capture is not on the tablet, the data capture is on you. It's your email that we're capturing. I don't think your friend would have any issue.
If they do, go pick up an iPad. It will pay for itself the first time you get a 5 or 6 review, and you convert that patient into it staying with your practice, then it will more than pay for itself and then the SEO optimization will really help. We all know that if you're on page 2, you might as well be on page 20 because nobody goes to page 2.
What about the marketing agencies?
I'm not sure the marketing agency will drop you using their stuff on my iPad application. Like I said, if you get one drop off, think about what's a visit worth -- around $90 to $95. If you get 3 to 4 visits, then you paid for the iPad, so definitely make sure that you pick up an iPad and do this.
The Google reviews are like SEO scores. As you move up that page with every single spot, you move off its money. Especially if you're in a bigger city or bigger area with lots of competition, every step you move up that ladder, it's money in your pocket.
If you have any questions, just get them over to me and in PM me. Join my “DROP THE DROP OFFS” group. That's where a lot of this stuff is going to be. I'm also going to do a little more explanation about the NPS there and talk a little bit more about its usage. We can share, talk, and discuss in that group on how we can improve things.
Thank you guys! Take care everyone!