How to Automatically Ask for Google Reviews from Your #1 Patients | Aaron LeBauer

Hey, what's up? It's Aaron and I just want to show you something really cool. It's an automated way to get more Google reviews for your clinic. So here's one of the things we do in our clinic. I have email sequence using activecampaign that when the patient tag is added, this is when someone becomes a new patient. They get an automated series of emails. I've talked about this before and I want to show you what we're doing, one of the things we do. So they get their first visit, they come in, they get welcomed to your program and then they get a how are you feeling? And then two, three days after their first visit, usually before their second, they'll get a Net Promoter Score email. That email is like this. Our goal, how are we doing? Our goal is not only to help you stay active, mobile and healthy without pain meds, injections, surgery, but for you to be happy with your care and have an exceptional experience here. Please click here to fill out this 35 second survey. So they get this email. Let me show you what the survey looks like. And here it goes. It goes right to this. Based on your experience, how likely are you to refer a friend or family member to us? Rate 0 to 10. Based on your answers above question, can you please use a word or phrase or sentence to describe why you gave the answer you did? And then here's another one based on your experience at the front desk, same two questions and based on your experience with your physical therapist. And then it asks for their name and telephone number and they press OK so that they can submit their answer. And we get a notification. I get an email notification and I've set this up using Typeform. So now what I've done is set it up so if someone enters all tens or two tens and a nine, what it's going to do is redirect them to a thank you message that asks them for a Google review. So let me show you how to do that. I've done that. I've got two different ones. So we send out the Net Promoter Score twice. This is basically the same message. Two different surveys though. So three days after their first visit and then you can see it is, where's the next one Here. So this is net promoter score two. So it's five days, that's 12, 19, 26, 31 days, 36 days, 41 days, 44 days, 47, 49 days, 50, 51. About 51 days after their first visit. So that's about six weeks. Most of our patients are with us for eight to 12 weeks depending. So if we do eight visits, it's eight weeks out. So net promoter score two goes out about six weeks in. So here's how we did it. I just set it up for Net Promoter Score two, and I'll set it up for Net Promoter Score one with you, just so you can see. So I'm using Typeform and so using Typeform. Typeform is the prettiest setup for forms. I think it's even free if you use less than 10 questions. And so what I do is I go through and I give a score to it. So I basically say if the answer is nine, add one point to the score. If answer is ten, I'm going to add two points to the score. Okay, I'm going to go back and I'm going to go to the next question here. So I'm only giving scores to these numerical questions. Calculator. If answer is nine, I'm going to add one point to the score so I can add it to. Let's see, we can do a couple different things. So I can say if the answer is 10, we're going to add two points to the score. And then this one as well. So if answer is 9, add 1 point and I'm going to give another one. When someone answers question 5, if the answer is 10, we can add 2 points. So the total possible score is 6. I'm only giving people scores for nines and tens. So if they do give us 3 tens, the score will be a 6. If they give us 2 tens and a 9, the score will be 5. If they give us 2 nines and a 10, the score will be 4. So technically I could set it up to ask for reviews if it's two nines and a ten. But what I want, and from what I've seen, is I want two tens or three tens and then I will ask for a review automatically. Most people aren't really giving 6s and 7s. Occasionally I've gotten a 6 or 7. And what they're doing is they're scoring it related to their pain experience, not to their experience in the clinic. I've had one person who was kind of grumpy and was never going to be satisfied. In general, I find that I think if people aren't satisfied, they're not going to answer anyways. Or maybe they get to the end and they won't submit it because it's name and phone number. But I really want to know if you're having a bad experience and talk to you on the phone. And so anyone who's left, eights or sevens? Eights and lower. I've always called them on the phone to follow up. Generally we only get nines and mostly tensions. So how do we make the conditional logic? So we're using conditional logic here. So I'm going to go to the last question and use a logic jump and basically I'm going to say if the score is greater than or equal to 5, so that's 19 and 2 tens, then we're going to jump to. And we don't have the ends yet. So let's go and add the thank you pages. Add new question and put thank you screen. And I want to add my image upload, just upload any image. But I've got a nice little fun image. Okay. I'm going to take off the share icons because I don't want them doing anything else and I'm just going to copy paste this over from my other one. So copy. So here's my thank you message. Basically says thanks for your feedback. We're on a mission to help 30,000 people in Greensboro in the next 10 years. Just like you. The best way you can help us accomplish this goal and potentially helping many people benefit from our services is for you to share experience in our clinic with others when you see them around town. And as a review on Google. And the button is going to say leave review. Okay. And then I've got a nice little go here. I've got my short link to our reviews button link, boom. And then we're going to do add new question. This is the alternate thank you. So I added a little bit different image for this one. It was more a more serious image rather than our fun image. But social share icons. I had a little bit different message and it is basically thanks for sharing your feedback with us. We value your input highly and I said if you have any additional questions or concerns, please do not hesitate to reach out. We'd be happy to chat with you so we can improve the experience here at Labour Pt. Dr. Labour. So a little bit more serious. I mean if someone's left us eights and nines, then you know I'm going to do that. And I'm not really asking them to go anywhere. Right. Because I don't really have a button. It's just basically a thank you screen. I could send them to our blog, check out our latest blog post, check out something else, but I haven't done that yet or I'm not really doing that right now. So what I'll do. Let's go back to the builder and we're going to go to this conditional logic, remember? And so if the score is a five or greater, I'm going to send them to thank you for your feedback. If and in all other cases, I'm going to basically say go to thank you for sharing your feedback. So if they give us two nines and a ten, I'm going to send them this other place. I could do a third one and basically say if the score is, you know, a three or I could say if the score is a four or less, I could send them somewhere else. I could give them zero. You know, I could give them. I could do a lot of different things. I could give them a 10 for, you know, each of those and score it in a lot of different ways. But basically what I want to do is just say if you're basically giving me two tens or three tens, I want to ask for you to leave us a review on Google. Anything else? It's just like, hey, thanks for sharing your feedback. We look forward to seeing you in the clinic. Let us know what else we can do for you. Thanks so much.