Nunez Dental Review Game Experience:
At the start of December 2017, we were at roughly 220 reviews on Google and the executives decided to play the Review game. The staff was informed of the details and that a potential prize was to be given to the person who got the most amount of patients to write reviews for the office. As expected the group got very excited and immediately began to play the game.
Staff members were more attentive to the patients and the overall level of ARC between employee and patient increased. Staff members should engage patients that are higher tone and have high affinity for the overall practice. The ideal way a conversation with the patient should be as followed:
Employee:
How was your experience with the office?
OR
How did you feel during today’s visit?
If the patient gives a positive response continue with something along the lines of:
Would you like someone to have the same or similar experience as you have?
At this point you introduce the idea of review. It is understandable that everyone is very busy and may not have time to sit down with the patient to guide them through all the steps. When that is the case, the best way to go about it is by getting them to agree that they will write one when they go back to the front desk while they’re waiting to schedule their next appointment with the receptionist. That way if they have any questions the receptionist is there to assist them. For this to work smoothly everyone needs to be alert and honest.
Honesty is very important in this game. It is very important that every review that your practice receives has to be from an existing patient in the practice, not from random friends or fake accounts. As the day goes on the patients interact with a lot of people and may forget who helped them and state the wrong employees name giving points to the wrong person. Everyone must be aware of who they speak to and ask. The first person to engage the patient about a review and gets their acknowledgment that they will do it is the one that receives the credit. This is crucial because there are employees that interact more with patients than others and can take points from others.
When Nunez Dental played this game there was an assistant who walked the patients from the operatory to the front desk and took that opportunity to quickly talk to them and on several occasions took the credit where it wasn’t due. This generated several problems and a tension between employees that made a fair amount of players disinterested in the company’s game. Honesty and Personal Integrity is a must, without it the few can ruin it for the many.
With that being said, overall the game was a success. After a month the office received roughly 80 reviews, on average 2-3 reviews per day. This big leap in numbers has given us many long term benefits since many new patients have picked us as their preferred dentist over other practices primarily for the amount of good ratings and reviews we have displayed on our google profile.