Review Hero

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review hero®
A MED PRACTICE HERO® SOLUTION

+ The Problem

Impact of the Internet

92%Today, 92% seek health information online and 86% admit that negative
reviews impact their final decision. One study even revealed that a single
inflammatory review could cost a practice as many as 30 patients a month!

Why are Google Business Reviews so important?
There are several factors that have rendered Google Business as the de facto
authority on reputation:
It's one of the first and most widely used systems for online reputation
Its sophisticated algorithm optimizes for quality and hard to manipulate
They are highly visible and show-up right below sponsored ads on a google inquiry

"My entire business determined by a few opinions?"
Unfortunately, Yes. There are more practices available than ever before that

all compete for new patients. Social Proof becomes increasingly important
for people to make quick determinations, so those with poor reviews get
passed-over for those with high reviews as a matter of human nature.

"I've had some bad reviews, can I report them and have them removed?'
You can always report reviews, however Google rarely removes one unless it
can be proven that some illegal act is taking place. Reviews are opinions and
Google doesn't want to censor peoples' actual feelings.

"So, what are my options?"
The good news is, you don't have to sit idly by and just pray that good reviews
come your way! There are several actions that a practice can take which help

encourage positive reviews and mitigate for negative reviews.
-Contact the patient, discuss their issue, resolve it and ask for a revision
-Ensure all reply communications are handled with empathy and action
-implement a system that makes it easy for your patients to provide a review

review hero®
A MED PRACTICE HERO® SOLUTION

FAQ

Q: Will this actually work?
A: Yes, it's proven! It requires only minor adjustments to the patient flow procedure, but
it's common to see review numbers increase by orders of magnitude!
Q: What kind of results should I expect?
A: Although we do not make guarantees and warranties about the number of reviews
(we are dealing with human behavior here) we can reasonably expect a 20-patient a day
practice get 1-2 extra reviews a day!
Q: Is this within Google's rules?
A: Google does not want you to provide incentives for reviews as they believe it could
influence their opinion. They do not mind if you ask for reviews or even direct people
to your google business page which is what we are doing .
Q: What's the ROI on a Google Review?
A: The value of a -5 star review is highly debated and research is still coming in. Higher-
rated practices are certainly winning online, however practices with a 5.0 review
rating appear as if their reviews are unauthentic and it may work against them!
The cost of a bad review has also been highly scrutinized. it can vary from field to
field based on the total patient value. Losing 30 patients a month for a family practice
at $450/patient average versus a plastic surgeon at $4,000/patient is a big difference!
Q: Will I have to do anything for this to work?
A: Absolutely! We receive more SPAM than ever, so unless we tell the story and prepare
the patient for the email, it will be disregarded with the rest. We provide multiple ways
in which the practice can effectively leverage the Review Hero solution.®
Some physicians have a brief conversation about the online reviews which tends to be
the most powerful. However, some are reluctant to discuss business matters in which
case MA/PA or check-out can have the 10 second conversation.
Q: If I have to ask for reviews, why do I need Review Hero?
A: Review Hero's role in the process is incredibly important! It makes getting to your
google business page with the review pane open with 1 click possible! It also Pre-screens
patients who will be leaving poor reviews and re-directs them to an internal system
which provides the practice a mechanism to resolve the issue before it becomes public.
And if that weren't enough, it also can serve as a: check-in system, email marketing
system for re-targeting 4/5 star reviewers and more!

Q: Does Review Hero® work for any other review system?
A: At this time, Review Hero® is built to leverage Google's platform for the shear fact
that it's relied on much more than any other system in the healthcare industry:
Zocdoc, healthgrades, WebMD & demand force included. We are always evaluating
integration into other platforms as these trends change.

review hero®
A MED PRACTICE HERO® SOLUTION

The Process

+

Set-Up Set-Up
A Company Google Business™ page is set-up A Company Google Business™ page is set-up

(or linked-to) along with a Client (or linked-to) along with a Client
Relationship Management account Relationship Management account and
custom landing page with practice URL
Initiation
The system is initiated with a manual entry Initiation
The system is initiated when the patient
of the patient's name & email address.
This is typically done at check-out checks-in for their appointment
The Front Desk receives a notification
Presentation
A table tent with a "review our practice" is that the patient has arrived

included for the check-out counter Presentation
along with recommended scripts for the A table tent with a "review our practice" is

associate. included for the check-out counter
along with recommended scripts for the
associate. The tent has a custom QR code

for quick access

ExecutioN ExecutioN
A standard email template is sent to the A custom email template is sent to the

patient requesting a review. patient requesting a review.
The patient lands on the Standard splash The patient lands on a customized splash

page. page with the practice logo & URL

If 1-3 Stars are selected, patient is directed If 1-3 Stars are selected, patient is directed
to a form for feedback (allowing them to to a form for feedback (allowing them to
express themselves without damaging the express themselves without damaging the

practice). practice).
If 4-5 stars are selected, they are taken to If 4-5 stars are selected, they are taken to
the Practice's Google Business page with the Practice's Google Business page with
the review box open and ready to receive. the review box open and ready to receive.

Follow-up Follow-up
A standard Auto email is sent as a "thank A custom Auto email is sent as a "thank You

You for reviewing our practice" for reviewing our practice" for 4-5 Star
reviewers, to direct them to facebook page

or other practice service.
5 additional emails are sent over time to

the positive reviewers

review hero®
A MED PRACTICE HERO® SOLUTION
How does it work?

Patient checks-in on the the front desk is alerted
kiosk. This tells Reputation that the patient has
Hero to initiate an End-of- arrived without
Day email for review request. disrupting their
current task

The patient sees a + A patient
custom slide about profile is
the importance of
reviews for their created
practice automatically

At check-out, the in the CRM
review email is The email
reinforced by the
marketing material notification is
and receptionist received by the

patient

If the check box is A 1, 2 or 3 star review routs
toggled, Review hero the patient to a custom form
will call the patient
to learn about the to hear about their issue.
issue and report back

4-5 Star reviewers are A 4 or 5 star review gets
tagged in the CRM and routed to google
added to a custom
email automation business page review pane
profile

Email automation
reminds patients
about check-ups
and services the
practice offers

review hero®
A MED PRACTICE HERO® SOLUTION
PackageS

+

Review Hero® is the perfect solution for Review Hero+® provides practices with a
those that have limited or negative comprehensive review management
online reviews for their business system for maximum ratings

Package Includes: Best biggest Package Includes:
price impact

manual Email Review Request Kiosk Check-in system
table tent &

Standard Email Template Automated Email Review Request
Standard w/ no custom URL Custom email Template
3 or less star-rating feedback form
SMS Review Request (Option)
4-5 star review redirect Table Tent
1x Auto email thank you
Custom Google™ Business Link custom w/ your URL
Custom QR code to Google™ Review page 3 or less star-rating feedback form

4-5 star review redirect
5x Auto email for positive reviewers

Custom Google™ Business Link
custom QR code to Google™ review page

Negative Feedback human call (5x/mo)
Custom Slider Video

Pricing Pricing
$300 (one time set-up) $300 (one time set-up)

$300/Month $500/Month
No commitment, cancel anytime No commitment, cancel anytime