A wonderful serenity has taken possession of my entire soul, like these sweet mornings of…
Automated, ease and truthful reviews are key to business. Matt Prados of ReviewWave talks the do’s and don’t of online review, how to get 5 star google reviews and yelp reviews, can you use incentives and templates, EHR integration and how to handle negative reviews.
What started out as a digital marketing business 10 years ago, has transitioned into proprietary software 2 years ago that can serve 1000’s of doctors instead of just dozens. Matt Prados was specializing in maximizing conversion optimization on the back end of funnels.
Soon he realized that Reviews are one of the single most important ways to build trust in the community and have lookers turn into callers. 84% of surveyed people say they trust Online Reviews as much as Personal recommendations. The problem he found from analyzing all the practices he helped was that the best made manual systems to try and get reviews were only mildly successful at getting the actual reviews and offices tended to drop the ball and forget to do it.
What Matt has come up with is Review Wave. It’s a completely automated funnel with text messages and emails to encourage patients to leave a 5 star review. He has it integrated with most of the major players in EHR too. Now your staff doesn’t have to bother patients and be awkward always asking for reviews and making it streamlined.
Most of this episode we discuss ways to get online reviews on yelp and google.
What is allowed and not allowed? Can you do a raffle and contests?
Does the FTC allow incentives for reviews?
Do you give a patient a template or not?
If someone wants to give a 3 star instead of 4-5 star, can you direct them to a different mode for feedback?
How to handle Negative Reviews? Can you mediate outright liars? What about extortion methods?
As a doctor how do you handle negative reviews with HIPAA?
Why did google erase all anonymous reviews? How does having to put your name on the online review benefit you as a business owner?
What is selectively targeting reviews mean and why is feedback loop controversial?
Just because a patient had a bad experience at a restaurant or doctor’s office that they spent money with, doesn’t mean they really want their name all over the internet publishing their bad experience.
Future casting the future of reviews… maybe its VR.
We discuss creative ways to use your reviews for marketing.
www.reviewwave.com They have deep integrations in software for Chiropractors, Audiology, Dentists, and Orthodontics… not to mention they can connect to other CRM softwares.
Free trials, no set up fees and month to month.
What don’t I know, that I need to know, so I can go from where I am to where I want to go.
Reviews need to be real, relevant and good.
Show notes can be found at www.adoctorsperspective.net/92 here you can also find links to things mentioned and a full transcript of the show.
Justin Trosclair 0:02
Episode 92 online review automation. I’m your host, Dr. Justin trust Claire. And today we’re Matt product perspective.
George 2017 podcast Awards Nominated host Dr. Justin Foursquare, as he gets a rare to see him look into the specialties, all types of doctors and guess plus marketing, travel tips, struggles, goals and relationship advice.
Let’s hear a doctor’s perspective.
Justin Trosclair 0:31
Hey, in case you missed it last week, I’m now a dad, my wife, Ruby and I will be in and out of this one month hospital stay voluntary. It’s a 24 hour, seven days a week nurses, you got a question, they’ll come an answer for you. Hey, look at this, Hey, can you change the diaper? Hey, we have to go go run to the hospital get a birth certificate. Can you watch the kid for about two hours, anything and everything they got yoga classes to get the mom and shape socializing activities, so they don’t feel so I think related during that first month, and then we’re going to head over to Chung do embassy so this little baby can become American. Anyway, I will do too many updates. But you know it’s fresh. So last week this week, may not hear much about it in a while. Alright, let’s get back to the show. Hey, everybody, thanks so much for joining. Always think of it as a distinct honor to be able to be in your ears while you’re driving, working out or whatever it is that you’re doing while you listen. Like always say take what you hear critically think about it implemented into your practice today. Definitely tuned into a good episode. We’ve got Matt products with review wave. You know, we all want to know about getting reviews, what’s legal, what’s not legal? How to encourage your patients to do these? Should we give them a template? Should we have them like recorded on a video and just put it on the website? Are, you know with Google, Yelp, even Facebook? What’s the best route to get good reviews? Or should they just do it in their own words, for instance, can use incentives? Can you do a raffle? How do you handle negative reviews because you got HIPAA and a little twist in there for you. But to be honest, 84% of surveyed people said that they trust reviews as much as personal recommendation. So this is an important topic to talk about. Matt does a great job. As company does it. It’s automated. You will talk way more about it. But it’s a really cool service. Free Trial, no setup fees, no long contracts. One thing that he said i thought was pretty cool as reviews need to be real relevant and good. And also, they’re integrated in many of the software’s for chiropractors, audiologist, Dennis orthodontics, and even to some regular CRM software’s. So get your pen ready, get your one note or Evernote ready. All the show notes can be found at a doctor’s perspective, slash nine to let’s go hashtag behind the curtain.
Live from China. Today, we’ve got an amazing guest hailing from Orange County, his name is Matt, welcome to the show. Thank you. Thanks for having me. Well, there’s lots of things we can do in life and sometimes path change. And we we find ourselves doing something that we probably would have never said we would have been doing five years ago. What’s your backstory? And what what is it that you do?
Sure. So for the last 10 plus years, I’ve been doing digital marketing for chiropractors all across the United States, Canada. And you know, over time, we started to develop proprietary software that we use for our clients, and eventually that grew into bigger software platforms. And then one day, I was kind of just at a crossroads of, you know, do I focus on digital marketing and helping dozens or hundreds of clients? Or do I switch over into software where I can help thousands of thousands of clients? And so we made that switch two years ago, and ended up here on podcasts with you today? Indeed,
Justin Trosclair 3:54
wow. So you created a software, like, give us an explanation of what is it that we can expect this software to do? Because it it’s pretty impressive to me to find engineers that would be able to do it yourself, however, you ended up doing it to create something and it actually works? Yes, absolutely. Wow.
Yeah. So you know, over the last 10 years, part of digital marketing that not a lot of people do, but that we pretty much specialized in was conversion optimization. And that’s basically, you know, looking at the various steps of a funnel or how something works, and, and tweaking it to get the maximum amount of results At the end of the funnel. And, you know, looking for, you know, that one thing, like, what’s the one thing that everybody needs, where that would help everybody improve their practice? And when we sat down to look at that two years ago, the simple answer was reviews, you know, reviews have become part of society. Two years ago, they were big today, they’re even bigger, 510 years from now, they’re, I mean, they’re gonna, it’s the Bitcoin of your practice is kind of the way I look at it. I mean, you know, you’re never going to see something go in more value than reviews, over time will for your free individual practices. And so basically, we sat down, you know, for, for eight years, at that point, we have been working with hundreds of different offices, different doctors, different staff, different systems, that they have their own talk patient, and ask for reviews, whether it was handing out a pamphlet sending an email, we had some offices send postcards after the fact all kinds of different systems. Some of the pamphlets said how to create accounts, some of them, you know, just gave links, I mean, just every which way we tried it. And and none of it seemed to work. The the office staff always got busy, the patients don’t have a Google account. So you know, every excuse in the book, the book is basically what we heard. And I knew it was a bunch of BS, and I knew that I had to crack it. And I had to figure out how do I crack that. And the way to crack that is to remove the extra work from the hardworking people. I mean, the receptionist is on the phone all day, she’s handling billion questions you’ve had upset patient, she’s taking patients back to therapy, whatever it is, you know, then the other therapy, CA’s, whatever everybody’s feels like they’re maxed out already, nobody wants to spend more time doing extra work. And so we basically figured out how to use technology, how to use text messaging, how to use emails, how to use the right links, and then how to integrate with each and every one of the main chiropractic software’s from Cairo touch to platinum, easy biz Genesis, Eclipse, I’m forgetting some But anyway, that all of the major players in the space, we integrated with them. So we know when a patient comes in, we wait an hour, we send out a text, send an email, the staff does absolutely nothing extra, this is all running in the background, the patient gets text and email, whatever they click on it, they go through our special funnel, which is proprietary the way we designed it, again, with all of our years of conversion optimization in mind. And it just by removing that barrier, we found offices just having massive explosion in reviews. I mean, I’ve taken clients that are some of the biggest names in chiropractic that put on their own events that have thousands of chiropractors that come to their events, you know, who literally had been in business for decades that had seven reviews after two decades. And in less than six months there, they’re approaching 105 star Google reviews. And that’s the difference with marketing automation. And and what we’ve done is we’ve taken all of the work out of it, completely automated it. And given these practices, real life statistics that if they’ll confront will change their practice forever, will increase patient retention, average patient value referrals, rankings online, referrals from the internet, everything across the boards can increase. If the actionable data is actually used. That’s, that’s still a part we can’t completely automate.
Justin Trosclair 7:53
Right? But the nice part is, like you said, you get the patient’s email, their phone number, put in the computer. And in the background, it’s already sending a text reminders and send out the links asking for reviews. So you don’t have either.
Exactly, the office doesn’t have to do anything. They don’t have to ask for the reviews. They don’t have to feel that awkwardness that I feel like they’re begging for reviews are bothering their people and a that kind of stuff. We take all that data out of the EHR automatically. So they don’t have to do anything, they literally do nothing. I’ve actually had doctors implement it without telling their staff. And then their staff, you know, comes to them we center going What have you seen all of our reviews? What’s happening? And that, you know, the doctors, you know, chuckles because they know exactly what’s happening. Review wave is happening. But, but yeah, it basically that it had to be simplified, it had to be automated. And that’s what made it just a tremendous success.
Justin Trosclair 8:45
I think that’d be kind of fun to do to your staff. Because you know, especially they don’t have to do it, you just pay for a service for a couple of months. And then you let them like, Hey, this is what’s been going on. It’s finally working referrals are increasing, and they can’t believe it. And they’re like, Oh, my gosh, this is great.
What are some of the rules for Google? I know, sometimes you’re not supposed to do competitions are like, you’re supposed to harass people too much. You can’t pay for them. You’re not supposed I don’t know, what’s the rules these days, because it always changes. And I would think a raffle or rewards your patients for Evan referral rewards program would be beneficial. But what’s the deal? For sure, so,
so there’s different rules. There’s, there’s Google’s policies, there’s yelps policies. And then here, you know, in the US, there’s the Federal Trade Commission, obviously, the FTC. And the problem is, when you’re incentivizing anybody for reviews, you’re definitely violating Google’s Terms of Service, you’re definitely violating yelps Terms of Service. But more importantly, you’re violating FTC guidelines, which can get you sued. It costs you massive fines. And so while Yes, there are tremendous amount of people, a lot of well known people, consultants, speakers, coaching groups, etc, that have this, you know, bright idea, like, let’s, let’s do a drawing, you know, if you like us on Facebook, if you give us a review on Facebook, everything you do you get like a ticket or whatever. And then we’re going to give away some TVs and, you know,
Justin Trosclair 10:11
whatever I was thinking,
yeah, so very common practice and very illegal, you know, and so it is what it is, you know, I mean, you can Google, you know, FTC and incentivizing reviews, and you can look at people that you know, are getting sued for it, because it’s just, it’s not legitimate in the eyes of the FTC. And so it is what it is.
Justin Trosclair 10:39
So that’s why Amazon correct down so hard on that a while back,
yeah, I mean, you’ll have lots of different waves of different things that happen, you know, and really, Amazon, Google and Yelp are the least of your worries, if you’re going to incentivize for reviews, you know, you’re going to worry at night, whether somebody come knocking down your door with a badge, that’s, you know, that’s going to be a lot more traumatic on your practice, then losing a few reviews getting filter on Yelp, or things like that. So Google did just recently do an update. And or maybe five, six weeks ago at this point. And Google is I actually liked the direction that Google’s going, because Google is basically trying to make their reviews, the most trustworthy source of data. And it was about five or six years ago in Google system where you didn’t actually have to put your name in. And so you would see people had reviews that were a Google user. And that, what is that that looks fake, that’s nobody, right. And so Google actually made a decision and wiped out three to 4% of all of their reviews globally. So it affected everybody, some more than others, obviously. But they wiped out those reviews. And they did that for transparency, because they want their reviewers to be real people. And back then those reviews were not connected to a real person. So they took them away. I like it. Yeah, some of our clients last reviews, and you know, obviously got a lot of support tickets that week, because they’re like, Hey, what’s going on, my reviews went down. And, you know, we, we had a list of all their reviews, because so we can show them the exact ones that they lost, and you know, all that kind of stuff. So once they saw that they completely understood and nothing to do with us. But more more recent news is Google, they changed their policies where you cannot selectively ask for reviews. And while that I think the the the concept targets, what’s done in the industry as a feedback gate, where you’ve asked first, you know, how was the service? And if they were happy, then you ask for you. And if they’re not happy, then you only asked for why. And that that’s called the feedback gate in the review industry.
Well, Yelp hates that, Google kind of took a position on it, but not the way Yelp does that. They basically said, You can’t selectively do it so.
So the companies like ours across, you know, various industries and whatnot there, there was tons of different reactions to it. And I’m not the kind of guy that that stresses out and and pendulum swings and throws the baby out with the bathwater. I looked at this thing. And I said, Look, if this is my business, and I care about my patients, they might not have a Google account, they might not have a Yelp account, I still want them to be able to give me feedback. So rather than removing the entirety of the concept of the feedback gate, what we actually did is, instead of only asking you know, for a text feedback on if they do 123 stars at the bottom, we still give them the option that says I’d rather leave my feedback online. So no matter what they do one to five stars, we’re still giving them links, to be able to go online. And what’s amazing is we’ve seen absolutely zero uptick in negative reviews, we’re still giving the option, but it’s not he’s not happy. I mean, if you think about it, you’re not happy with you. For you, you got referred whatever it may be, and you trust them enough to pay them for any service, whether it’s a restaurant, a meal, you ate, a dentist, a chiropractor, whatever, if you don’t get a good service, do you necessarily want you’re upset to be posted online? Or do you want to be given an opportunity to tell that business? What was not the what wasn’t good about what what you went through, and give them the opportunity to make it right make you whole? You know, that’s to me, as a business owner, I want to be able to get make them whole, I mean, sure everybody’s going to get negative reviews at some point in their life. Because we’re human, we all have a bad day, right? But more importantly, caring about the patient. So we kept that in. And it’s it’s been a tremendous, absolutely anything. And having sent over a million feedback requests through our software, having read a number of these interviewed clients, talk to them about their systems about how things work about how they treat their patients. What’s really been kind of the Epiphany, actually, in the last six months, is, is it’s the actual data that we give you, whether it’s how many feedback requests you sent, how many were opened, how many were click through, how many reviews you got, you know, we break it down in all the different steps. If you look at that information, and you talk to somebody like myself, or one of our support staff and say, you know, how does this compare? And you get to kind of see, you know, your stats aren’t that good compared to an industry standard? It tells you, it’s time to improve something, like, what can we do with our systems? How can we treat our people better? I mean, I literally had a dental office, and they deal mostly in Medicare. So you know, obviously, there’s a certain type of patients coming in, that’s not necessarily you know, that well, often, they’re, you know, they’re, they’ve made a few wrong turns in life. But I mean, literally, these guys were getting 2123 stars, like day in and day out. And they’re like, the offices like your system isn’t working, we’re not getting reviews, I’m like, guys, are you reading this information, the doctor was not nice to me, this office always runs an hour late, like over and over and over again. And if you don’t confront reality, there’s no magic bullet, that’s just going to get you a bunch of five star reviews. I mean, you can go buy him on Google if you want, you know, but that’s not reality. If you want a real business, that gets a real product that really has a high, you know, four and a half five star review, your service has to be there. But getting the feedback is now the easy part.
Justin Trosclair 16:44
That’s pretty wild. So let me see if I got this. If they’re only going to rank you a 123 star, you still have to give them the option. But in reality, like myself, I’m not sure if I want the whole world to know that you caught a sauce wasn’t very good there, buddy. So I mean, I’m not really looking to nitpick like that, like, I’m not happy with you, Dr. but not enough to be like, hey, I want my name attached, especially now that you said the name has to be attached, which I think is great, because an episode or two ago, we had a plastic surgeon on and he had a couple of people that are trolls. They didn’t they weren’t happy with the results, blah, blah, blah. So they just one star one star anywhere as they can do it. Yep. And of course, that’s gonna bring you down. And that’s the only person you’re going to read is that whole one star, you got two other reviews. So we were talking about like, there’s not enough accountability to go after the bad reviewer. Or like the they’re extortion artists, like some people, they they have them and like 10 of their friends. And they’re like, Hey, Doc, either you can pay us $1,000. Or we’re going to put all these different reviews, and there’s nothing you can do about it. And we’re not going to take them down. And but you can try. Google’s not going to help you either. Right. And that’s that’s it? Is that a reality? I mean, it seems like a reality that happen very
often. I mean, I haven’t heard the extreme of the blackmail. I mean, you could certainly work to try to get reviews taking that if you have proof of blackmail, I think you’d have a pretty good case. You cannot, like sue somebody for leaving you a bad review. That’s there’s there’s not grounds. Rob, even if it’s a lie.
Everybody’s got a point of view.
Yeah, I mean, unless, you know, unless they said, Hey, you know, hey, you know, you stole $1,000 for me, or you, you know, you broke my car or something that you can prove like, Hey, I was leaving the state that day that there’s no way that could happen. But I mean, you know, long story short, most reviews are going to be just ambiguous one star reviews, he’s not nice, you know, whatever, which, you know, you’re never gonna get that taken down.
Justin Trosclair 18:50
What can we do with that negative review where I had a friend who is a cabin rental, and you read the negative review, and you’re like, wow, this place is horrible. But then you read his rebuttal. And you’re like, oh, man, come on, you can’t like, all these things that you did is no wonder he doesn’t charge you thousands of thousands of dollars to fix the damage. Right. So
so you can certainly reply. And in most industries, restaurant rental, whatever, you’ve got free rein in medical, you got to make sure you don’t violate HIPAA least in the US, right. So I mean, if you acknowledge that you treated them on a certain day, that can be a violation right there and of itself. So the reply, you’re obviously saying that they went to you, it doesn’t matter, because they said that you didn’t? Yeah, here’s the thing. If some, if you’re going to get a fight on the internet with somebody, and they’re already really mad at you, you know, the likelihood of them wanting to see is getting pretty high. So you know, you got to just be real careful on those. You know, I, I definitely would say reply to them, especially if they’re, you know, unusual you like they never been in, I wouldn’t come right out and say, Hey, I, we’ve I’ve never did you,
Justin Trosclair 19:59
when somebody reads your reply, do you want them to feel like you’re antagonistic or like, you know, you want to handle the situation, you know, so I mean, if somebody hasn’t come in, and I would say something like, you know, hey, you know, I’m really sorry, you didn’t have a great experience, I don’t recognize your name. But we’d love to handle whatever you’re upset is, if you please do is called the office, we will handle it right away, though, then they feel that somebody’s reading that negative review, you get the chance to give that feeling of like, wow, these guys really cared. But you can’t say the same thing over and over and over again, to respond to every review. That’s like people look at that they guys just copy and pasting. You know, they’re, they’re really giving, you know, to whatever. So, you know, it’s it’s one of those things, it’s a social media world. And reviews are a social media aspect, even though they’re not like, you know, technically on Facebook or on you know, I mean, some reviews come in Facebook, but, you know, it’s not necessarily as social media like that. But reviews are so powerful that in massive surveys, I’m talking about thousands of thousands people surveyed, 84% said they trust online reviews as much as personal recommendations.
Yeah, of course, 84%,
it’s massive, you know, people don’t talk in person as much as they do, you know, holding their phone in front of their face during their entire dinner. And that’s just that’s the world as it is today. And, you know, I was I was, I was doing a future casting kind of concept on a train I did for some chiropractors the other day. And you know, it’s like, what do you think reviews are going to look like, in 234 years from now, where’s technology going to go? Not just video virtual reality. You know, Google’s already got the Android app where you can upload videos as reviews that’s already here. But just think about your GoPro stick. And think about somebody who advanced the technology where you can record in virtual reality, dimensions, like whatever that technology is behind this. If you can record in a 360 degree angle, so that somebody can watch that video with the mask on and literally turn and hear everything and see everything and 360. But that’s you go to a restaurant, so you could literally sit down and see the entire restaurant, you can hear the chef Yellen order up, you can you hear everything at who knows one day, maybe they can even add the smells into it, because virtual realities over your face, the nose is right there. I mean, you know, if you look back to the 60s with the, you know, the Jetsons cartoon, you know, they talked about treadmills, and microwaves, and all these things that didn’t exist back then, but are literally an afterthought today. And it’s just, you know, technologies, you know, moving at warp speed. So, reviews are here to stay reviews are going to get more and more intense. And, you know, businesses without reviews or bad reviews are literally going to be left in the dust.
Justin Trosclair 22:52
What do you want Facebook reviews, do those really matters that people would looking at that I mean, that’s another tab you gotta click through to find it. I don’t
think that anyone really goes to Facebook business pages, to look at reviews on a regular basis. But what I do think is that Facebook is a well known brand. What I do know is that Google is well known brand. And Yelp is a well known brand. So if you take these reviews from these sites, and do something with them, put them on the back of your business card, put them on the glass here, your front office, play him on the screen on the TV, you know, instead of that, you know, TV shows with diabetes, put them on your website, absolutely. post them to the front of your Facebook page, there are so many things that you can do with them to get creative, put them at the bottom of your emails that go out, put them on postcards that you send to the prospective patients, I mean, the list is almost endless about what you can actually do with them. And if so the thing is, though, you can’t just take the text and say, you know, put it on a car, because nobody’s going to care, because that’s been around forever. And again, it’s better, you know, easy to fake a review. But the funny thing is, when we see something that we’re used to looking at, if we format it exactly like a Facebook review, and then we format the Google ones exactly like Google reviews, then we format the young ones, exactly. good reviews, and we put those in that format on our content on our website, on our business cards, people are going to go Oh, that’s true. That’s real. So that’s that’s how you use reviews. Not just yeah, acquiring them is one thing, but then putting in the work is a whole nother at heard
Justin Trosclair 24:32
about that on my page right now. And it’s probably crappy, but
I wouldn’t a screenshot it, like a Facebook a bunch of stuff like that and put a couple of different styles on there in between, like, what it is that you do, and it like I’m practicing in China. So it doesn’t really matter right now. So I know at some point, you have to make it look better than it does. But I was like, you know, capture my you can put them somewhere so that you don’t lose them on your computer or like, Oh, no, that was five years ago. Where did those go? They’re still valid. I mean, it’s just kind of older. As far as Yelp. I can’t imagine going to Yelp looking for a doctor. Am I on the minority? I mean, I think I don’t even like Yelp to begin with, because I think they hold people hostage. But I’m a restaurant maybe, I don’t know, I just think of Yelp is just like a bully a little bit. I don’t like yo yo is a bully.
And it’s just one of those things. You know, I, I heard somebody say, I don’t participate in Yelp reviews. And I laughed to myself, because, you know, that’s fine. You can say that in your mind. But all that means is, is you’re wasting a potential marketing channel. I mean, you know, as a company, I hate Yelp. As an application that has value to me. I travel, I travel a lot. I use Yelp all the time when I’m traveling. You know, I look at the reviews. I mean, we were just literally last week in New York City, my youngest got sick with needed to go the urgent care just to make sure. You know, it was a big word. I go I went to Yelp. I looked at proximity. I looked at number of reviews. Found a provider.
We were there. Yeah,
I we first
Justin Trosclair 26:15
So I’ll do both for sure. But if I’m running around, the Yelp app on my iPhone is super easy to use. Oh, OK. And I’ll bounce around between restaurants and, and other things. But Google’s that, you know, if it’s a restaurant, for sure, Yelp is the thing to do. No doubt. Okay. medical provider, 5050 5050. You know,
Justin Trosclair 26:40
I would say it depends where you are.
If you’re in if you’re in Los Angeles, if you’re in San Francisco, if you’re in Dallas, you’re in New York City, if you’re like a big metropolitan area, there’s traction, yelps going to work.
Justin Trosclair 26:52
If you’re in restaurants, I mean, what are you supposed to do
so many restaurants,
Justin Trosclair 26:56
so many. I was in Kansas City the other day looking for BBQ you. And I didn’t even realize, like after the after the event, somebody started posting on Facebook where they went, and I was like, Oh my gosh, like, I was desperately looking for BBQ and I completely forgot about Yelp. Or like some other website I went on, I was like, I didn’t really, I wasn’t digging what they were recommending cells, it’s like, well, you just gotta like I said, look at a bunch of different areas. focused in on one, you know,
I’ll go to Yelp and I’ll I’ll type I’ll just go restaurant instead of like Italian or pizza or whatever, I’ll just restaurant and then it will sort by most reviews. And so you’ll literally find things that have you know, I was in New York City, there was a restaurant with almost 10,000 reviews, you know,
Justin Trosclair 27:39
Or something was right, you know? And so it’s just one of those things, you just have to get some there’s going to be there’s going to be users and you know, in both areas, so do you only do Google and forget about Yelp? No, do you only do Yelp and forget about Google Now they’re two separate channels using both,
Justin Trosclair 27:56
give us your website real quick
review, wave dot com. So review, and then w AV com.
Justin Trosclair 28:04
Perfect, just in case people are trying to tune out of the podcast want to make sure they don’t have to check the show notes if they don’t want to.
I love to ask this
question. You’re obviously a business you’re trying to make residual income as they say, month after month, how are you marketing and finding docs to do sign up? You know,
we basically when we set out to build our product, you know, we spent a lot of time in development and, and beta testing, and allowing some natural organic growth referrals, you know, personal networks, etc. And, and now, I mean, it’s, it’s catching fire him and you know, guys are seeing what their friends are doing and word of mouth is has been huge for us. We’ve, you know, started recently going to lots of shows, I mean, we were just at focus in Oklahoma City. Couple weeks ago, we’re going to Mile High in a couple weeks going to Carol fast after that Cal jam after that. So, you know, hitting all the big, you know, shows like that and getting the word out. But I mean, it’s it’s really a no brainer. In chiropractic, there is no product that even comes close to what we do. There’s lots of guys that you know, talk about, you know, systems and talk about this talk about that they’re either manual, or they’re just literally like, you know, use your use a Google Voice number and text the link to your patient. kind of you know, retargeting this where it’s not, you’re not really, you know, interacting, you’re just, you know, asking for reviews. Yeah, I mean, it’s a bunch of a pain in the butt. So,
Justin Trosclair 29:35
would you do all professions, right? Like, because this podcast isn’t just for chiropractors, absolutely doctors, dentists, pts, like any can do it.
Anybody can do it. We do have deep integrations in the dental chiropractic, audiology orthodontic world, we’re expanding into other ones does that mean a big part of the magic is just completely automating the process? So when we can connect to the EHR, it’s completely honest, made it we have other ways to connect to different CRM is in non medical as well. So absolutely, we can work with anybody. I mean, I literally have, you know, over 5000 users of our software, and we’ve got everything from funeral homes, to insurance agents and everything in between.
Justin Trosclair 30:17
So for you is really like, the software is the software, it just needs to hook up to like, like you said, like CRM. The issue is, what do you niche? Yes. Okay. Alright. Sounds like you’re busy guy. entrepreneurs, we tend to get tied down with the dream is that we can just work a little bit and go vacation, but in reality is we had responsibility. So are you able to take vacation? And if not, what can you do about that?
When I started in digital marketing, 10 years ago, it was after reading the four hour workweek by Tim Ferriss. You know, that was the the dream fuel. And what I found is, as I got more and more involved in building businesses, I just I love building business this is. And so if once I’m on vacation for a certain amount of time, I’m ready to go home, like I want to get back to work. And so it to me, it’s not about you know, traveling the world endlessly and having the you know, Lamborghinis and the Porsches in the driveway, and you know, all that kind of stuff. I just honestly love building businesses do I travel has been traveling more than I care to admit, you know, the last couple of months, we definitely took, we took 10 days in Hawaii earlier this summer, seven days in New York City, you know, last week, and I’ll you know, I love to work. So I bring my laptop, and you know, I’ll work with the families sleeping and things like that, not because I have to, but because I love it. So you know, if an entrepreneur, if somebody wants to be an entrepreneur, it if you don’t love what you do, you’re doing the wrong thing. I mean, there are endless amounts of opportunities that everyone has every single day, you could build a Shopify store, you can resell crappy products, from Alibaba, to everybody on Facebook, just like you know, hundreds of people are doing. But you know, and maybe you could make a lot of money doing it, but is it going to fulfill you because you know, at the end of the day, you can make a lot of money, you can lose a lot of money, you can go make more money, but you cannot get the time back. Once the time is gone, the time is gone. So love what you do every day.
Justin Trosclair 32:23
I like that great answer. Okay, I’m in business for the past six years, I have been collecting email addresses, I send out a monthly or newsletter through the email, let’s say, or I send out new patient paperwork, whatever, can I upload a gigantic file of 5000 names and start your process immediately? Or does it have to be trickled per month brand new people only? Sure.
So Google actually says you’re not allowed to ask for reviews in bulk. So how do you define bulk at what number is bulk? You know, I mean, it’s there’s a gray area there. You know, I certainly wouldn’t send 5000 feedback request. So one time, you know, I mean, you get 50 new a month, I might be a nice, well, let’s say you’ve been in business for six years, let’s say you got 25 reviews, I don’t know how many reviews. Yeah, but let’s say you got 25. If you get 50, the next month, it’s going to be a little fishy. Yeah, it’s an algorithm, algorithm based system, whether it’s Google, Yelp, etc, there’s going to be flags, there’s going to be triggers that the software picks up, because you just doubled your reviews tripled your reviews in 30 days after six years. Like that doesn’t make sense. So you know, and then also, if you if you then don’t do anything, then you’ve got all these reviews. And then a year from now, people like man, this guy had a good month. But he’s been a loser for 12 months now, like what happened, people don’t like him anymore to the prior to the business close that itself is their new ownership. I mean, all these things go through people’s minds, reviews need to be real, they need to be relevant, time wise, and they need to be good people to trust you in volume. So there’s so many aspects, it’s not just get 100 reviews in a month, and then you’re good for a couple of years. So you want to consistently be getting 510 15
in depending on your industry reviews per month and just let that stable the grow. It’s going to be a good indicator to Google that your business is alive and thriving. It’s going to be a good indicator people that look at your reviews and see the recency you know, obviously, you know, you want the five stars. I’m a fan of 4.9. I think 5.0 is kind of like the unicorn, everybody wants one but they don’t exist. So you know, when you see him, I’ve got to be a three. Yeah, when you see a 5.0 business, so I just kind of what you know it does your friend. Yeah, exactly. Exactly. If it’s, you know, if it’s very few reviews, it’s even more shady. Like, nobody really likes them. Yeah, I mean, just consistently be asking for reviews. You’ve got even with that list, I would try to blast everybody I would just more focus on who came into this week, who can’t even had a ball and just, you know, start the process that way.
Justin Trosclair 35:08
Do you have like a template? Because if you just let people go wild, you did he was great office look pretty know what we need, we need us three or four question answer this put into a paragraph, do you provide some sort of template for patients to kind of follow our guide them at least
know, because what happens is they get on the text messages, they get a text message. It says, you know, hey, this is you know, Dan, from Acme widgets. We’d love to get some feedback. And then there’s a link, they click on the link, they go to a page. It’s got the Acme which is logo says overall, how would you rate your experience, so you choose one to five stars? Let’s say they’re happy they click five stars, sends them to the next page. It says Dan was so happy a great experience. Would you mind sharing that with others, then we give a link to Google Facebook, checking link for Yelp, whatever it may be, they click on that link, they go to that page. If you pre fill anything, on any of those sites, you’re in violation of their policies.
Justin Trosclair 36:04
I’m in the you help them to like this is a standard looking review or like, yeah, were you at?
So you know, there’s nowhere in that process to keep it super streamlined like that super easy and user friendly. Where you can say, you know, it’d be really great if you talked about if you said the word chiropractor, if you said the word is the city where if you said that, you know, like a condition. Yeah, okay. Exactly. Like if you get into all that it’s going to be really hard for people to do they’re going to feel weird. And writer, yeah, at the end of the day, people when people are doing well, they’re going to, you know, talk about it, they’re going to have their own personality, their own twist on what happened, my asthma is gone, my lower back pains gone. You know, that was the best hot dog I’ve ever had, whatever the businesses, whatever it is, it’ll sound natural, sound natural. And then when you get into replying to the review, I mean, you can get a little bit tricky in there where you can start keyword dropping some of the things that you want to rank for, you can put, like, let’s just use the chiropractic example, you could put you know, I love being a chiropractor, you know, thanks for your great kind words, or, you know, being a chiropractor in Newport Beach is is so satisfying, you know, thanks for leaving a review, you know, you can you can kind of sprinkle some of that in and get away with it. And I mean, those are key words, and those are going to help you rank and whatnot. But I wouldn’t try to get the patients to do that, though.
Justin Trosclair 37:32
Perfect. That’s a great, great answer. That was definitely something that I’ve heard a lot about is just don’t let them do it themselves. Otherwise, that may never get done.
Yeah, there’s people that believe in that level of control. But I mean, imagine if you go like you’ve got a template and it’s, it’s changed like 20% of the time, and you go read it either review after review, and they’re like this. Yeah. fake fake. Get your bs meter starts going off like yeah, this is not legit. Something’s going on here.
Justin Trosclair 38:02
Okay, yeah, the cheese was melted just right on every chip. Okay, perfect. Well, any favorite books, blogs or podcasts that people should check out?
Even if there’s a great info out there? I’m kind of a hybrid between Tim Ferriss and Gary van der Chuck, those are two big, big influencers. In my life, I like definitely two extremes, two extremes completely opposite ends of the spectrum. And that’s why like I’m I’m a hybrid on the in between side, I don’t travel like Gary does. And I don’t aspire to own the, you know, the football team or anything like that, you know, you know, I don’t sit around for you know, three or four days pondering what’s the next one thing I want to do like Tim Ferriss talks about he does, you know, there’s, there’s opposite ends, obviously, one of the books, there’s a book by Robin, Robin, Sharman, this, the surfer, the monk and the CEO, or something like that. It’s called, absolutely love that books, you know, it gives you a lot of different viewpoints of, you know, these different things. And you know, how it starts out, it’s actually one of the my favorite reads, actually, the way it starts out and the way he tells that story, but just read every day, find different people, what I, you know, I didn’t grow up knowing successful entrepreneurs, I have always looked at books. And I mean, you know, once you start buying books on Amazon, Amazon will tell you other good books that people just like you who bought your other books are buying, just keep buying, I mean, Amazon’s got great recommendations, and what what might be good advice for you, today might be bad advice for you a month from now, because a month from now you’re gonna be a different person doing different things, you got to be able to pivot and roll with it. But as you get that data, what I’ve found is as long as I was looking, as long as I was asking myself, What don’t I know, that I need to know, to go from where I am to where I want to go? The answer always a appeared, eventually, I have yet to, you know, not hit that plateau. It’s funny, I mean, it transfer. It’s been books, it was books for years. And then as I started to get more success, I started to get the attention of other people that were successful. And a guy that, you know, had his Google bought his company, and, you know, he made $50 million in one day, call me up out of the blue doesn’t know me and want to take me to lunch, because he, you know, found my website. And so I’ve had amazing people like that show up my life out of fruit. I didn’t, I didn’t hunt him down, I didn’t try to meet him, you know, he showed up on my doorstep. You know, and then, you know, other other mentors have showed up along the way. And so as long as you’re looking, you’ll find them.
Justin Trosclair 40:46
Somebody was put a post out there saying they went to Barnes and Noble or something and read or skimmed five or 10 different books left, and went on Amazon and bought the books. And I was like, That’s messed up, man.
messed up. But that I’ve noticed myself, at one point, I was reading a ton of books about like kind of the same topic coming to the Amazon thing you talked about. And then after, I don’t know, five or six books, it’s about implementation at that point, because you’ve got the head knowledge, you’ve heard it five different ways, but really, it’s packaged differently, but it’s kind of the same thing. It says implementing it, just like with your product, even talking about Google reviews, you’ve been talking about wanting to do that and get better at Yelp and all that. You got to spend some money sometimes to automate it. Otherwise, you know what’s happening? You’re asking that random person once a week who got a good headache, if you remember, you know, heading to leave, and you’re not giving them because we don’t even when you’re trying to figure it out for yourself like, Okay, how do I change my hours on Google again, you know, you want to update my logo or add a picture, you forget where to go, how to do it. And so the same thing for these clients, like unless I haven’t tried to review in Google for a while, sometimes it’s not as easy as loaded up writer view, there’s a special way you have to do it. Yeah. So if you can find someone to do that for you, I miss a service, I think that’s huge is just, I’d never heard of you before. And then when I start seeing is like, okay, let’s get this guy on the podcast, because I think this is something people need to hear. It’s not hard. If you got an automated,
yeah, it’s not hard to implement. Even if you don’t have an automated solution, you know, we’ve got different ways to ease the pain, if you will, and the funnel still works. But the bottom line is any business, you’re in you, you got to get that feedback from people, you know, I mean, I spent endless hours handling support tickets, for the sole purpose of knowing what problems people were having with our products so that I could fix them. And you know, and so that feedback is priceless. And when a business owner looks at feedback, not as a blow to their ego, but as you know, data that they can take action on, you know, it’s going to be life changing for them for their business, their patients, their customers, whatever it may be.
Justin Trosclair 42:59
What a great time, again, let people know how they can get in touch tech, with you, your your, your business, and all that.
Yep, absolutely. So our software is review wave w a v.com. We are currently open for business in the US and Canada. We don’t do texting outside of those two areas right now. But, you know, check us out, you can check out the website, we offer everybody a free trial. And I also believe in zero setup fees and zero long term contracts. You know, I do business the way I would want to do business and I always hated buying software that you know, it’s like the cable company. Why are you if I’m going to like your service, why do you have to lock me into 1224 36
months? Why do I have what is a setup fee a setup fees how they pay their sales guys commissions, that’s what the setup fee is. So let’s get down to real business let’s let’s do software away software should be done. Zero setup fees, free trial for everybody, no long term contracts
Justin Trosclair 43:53
that practice everybody.
I’d like to tell you about a special deal we’re doing right now. If you’re listening to the this months or years from right now just contact me maybe we can still offer this for you. But what it is the acupuncture needle book, we’re doing some bonuses, the same cost of the book, not only do you get a one hour one on one coaching session, but I will actually throw in the program that you’re seeing which already like to do. But the big thing is you’re going to get the electric acupuncture pin for no extra cost dielectric acupuncture and actually helps you find the acupuncture points that you need to stimulate. And because it’s kind of like a muscle stem, but with a special tip, you’re going to get far superior results, definitely go to needless acupuncture.net. And check that out. Also, the first book, today’s choices, tomorrow’s health, you know, we’re talking tips from China, we’re talking 10 plus years experience as a chiropractor, answering patients questions day in and day out blueprints that I personally use the lose weight, not eat so much. And also keep my finances in order. It’s something that I’m passionate about. That’s why I wrote the book. It’s over 200 pages 40 something chapters again, offering a bonus this one as well. A one on one coaching call for one hour at no extra cost. We got t shirts, some different state prize chiropractic t shirts. If you got any ideas, let me know I can maybe design up something and make it available for everybody. Follow us on social media because there are a lot of sales that go on with the shirts. let you know if you read a review on iTunes, Stitcher, Google podcast, Spotify, wherever, let me know send me an email. And every month I can raffle off one prize The prize is to be determined, but we can do that. Also, check out any of the resources page on a doctor’s perspective. net, you see all our affiliate links, which we get a little kickback for. And then of course on every show page, we have Amazon links for the books that people have mentioned in any other types of products. So you click that Amazon pays us a little bit. As always, thank you so much for listening. You can buy the host a cup of coffee on a PayPal button on the website. And remember, listen critically think about it and implement it into your practice.
We just went hash behind the curtain and this episode has come to an end. I hope you got the right dose for your optimal life. Please spread the word about this podcast by telling to friends, share it on social media and visit the show notes on a doctor’s perspective. net to see all the references from today’s guests. sincere thank you in advance. Even listening to Dr. Justin trust Claire giving you a doctor’s perspective.
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