Chances are, your clients chose you as their therapist based on your web presence and online reviews. Business 2 Community, a leader in business and organizational thought leadership, says “90% of consumers read online reviews and 88% of them trust the online reviews as much as personal recommendations.” Read on to learn how to use online reviews – both good and bad – to build trust and win over new and existing clients.

Why Reviews Are Important

Business reviews, along with social media posts, help shape your online reputation. Today’s clients want to know how other people rate your business before making an appointment. Nearly a quarter of potential clients will read two or three reviews before deciding to contact your office, another third will read up to six reviews, and 18% will read at least ten.

Where to Find Online Reviews

Here are some of the top sites for online reviews:

• Google My Business
• Facebook
• Yelp
• Yellow Pages
• Better Business Bureau

To give yourself the most oversight into your online reviews, be sure to add or claim your listings on each of these sites.

How to Respond to Positive Reviews

You might not think that responding to positive reviews is necessary, but a simple thank you can go a long way towards building trust. Plus, responding to positive reviews can increase your revenue.

• Thank the clients. This shows that you appreciate their business.
• Use your business name and keywords in your response so search engines can find the review.
• Don’t be afraid to add some marketing, e.g.,, “Did you know we now also offer…”

How to Respond to Negative Reviews

86% of people will hesitate if your business has negative online reviews. But Social Media Today found that you can change their minds, and 95% will return if you respond quickly to a negative review.

• Apologize and sympathize with a short, simple response.
• Move the conversation offline by asking them to call/email you so you can better understand the problem and resolve it.

Whether you’re responding to negative or positive reviews, remember that your reviewer isn’t the only one who will see what you write. Keep your tone genuine and as positive as possible.