Online Reviews
Proven Process.
Online Reviews - GOAL: Google Rated #1
Introduction
Client Leadership Meeting
Initial Coaching Session
In-Practice Leadership Meeting
Team Coaching
The Importance of Online Reviews
SMC Reputation Management Team
KPI Monitoring
Monthly Sessions
Review KPIs
Quarterly Touch Base
Once Consistently Meeting KPIs
Off-Track
Not Reaching Goals
Introduction
Client Leadership Meeting.
- SMC Internal Marketing Coach will be notified of a new client via invitation to the marketing launch call.
- Prior to the marketing launch call the SMC Internal Marketing Coach will fill in the Online Reviews KPI Tracking and have the data ready to review.
- The baseline will be shared with the Client Success Manager prior to the marketing launch call so that the discussion can be added to the call agenda.
- SMC Internal Marketing Coach will meet with leadership during the marketing launch call and determine if internal marketing coaching is a priority.
- Present current state and assist in establishing point person for reviews in-practice (Reviews Team Lead).
- Establish KPI goals which should at least equal 50% increase of current monthly average, incentives for team and any promotions for patients.
Initial Coaching Session
Initial Session.
- First Coaching Session
- SMC Internal Marketing Coach will meet with the Reviews Team Lead to present the established KPI goals, any patient and team incentives and provide instructions on how to fill out the Online Reviews KPI Tracker.
- The Online Reviews KPI Tracker will be shared with the Reviews Team Lead for them to start filling out weekly.
- Monthly meetings will be planned to provide ongoing support until the practice reaches #1 Google rating and has consistently reached KPI goals for three consecutive months.
- The SMC Internal Marketing Coach will work with the Reviews Team Lead to schedule a coaching session with the practice team.
Team Coaching
The Importance of Online Reviews.
- The SMC Internal Marketing Coach will present ‘The Importance of Online Reviews’ coaching to the practice team either in-person or via video link.
SMC Reputation Management Team
Review Monitoring.
- Client goals will be communicated with the SMC Online Reputation Team who will incorporate into their EOM Reviews report, flagging any client that does not reach their monthly goal.
- The SMC Internal Marketing Coach will reach out to the in-practice Reviews Team Lead and the SMC Client Success Manager who will notify practice leadership.
- The SMC Internal Marketing Coach will schedule monthly coaching sessions with in-practice leadership and team until review numbers are back on track.
Existing Client
Monthly Sessions.
- Monthly Coaching Sessions
- SMC Internal Marketing Coach will meet with the Reviews Team Lead monthly until the practice has met KPI goals for three consecutive months AND is rated #1 on Google.
- SMC Online Reputation Team will provide monthly updates with their EOM Reviews Report, the SMC Internal Marketing Coach will reach out to the client with progress and to schedule the following month’s check-in.
Existing Client
Quarterly Meetings.
- Quarterly Support Meetings
- Once client is ranked #1 on Google AND consistently reaching KPI goals they will move into Review Coaching - Ongoing Support. This ongoing support is provided to help with establishing new promotions and contests to keep team members and patients engaged.
- Provide a check-in with the client, confirm they are maintaining #1 Google Ranking and monthly KPI goals.
Existing Client
Off-Track.
- SMC Online Reputation Team will monitor online reviews and will notify the SMC Internal Marketing Coach and Client Success Manager if:
- Monthly review KPI is not met
- Google rating dips below 4.5 at any time
- The SMC Internal Marketing Coach and the Client Success Manager will reach out to practice leadership and schedule monthly coaching calls until goals are consistently met and star rating rises above 4.5.
