Your online reviews may say a lot about your company and how you deliver your services or products. A good reputation with good reviews brings additional business and increases the confidence of customers to do business with you, while a bad reputation and reviews do the opposite.
My main healthcare provider referred me to another provider. At my first call, as soon as the agent answered the phone and asked me to stay on the line, I was kept on hold for 20 minutes. When the agent came back, there was no apology for the hold and she was not helpful. She briefly stated that they had not received the referral yet.
I immediately called my main provider and said the other provider had not received the referral yet and asked if it would be possible to send it again. Even though she saw the referral was sent a few days back, it might have gotten lost in the file of daily faxes. However, she shared that she faxed it again as we spoke and suggested that I check with them tomorrow.
Instead of calling them the next day, I called them a few days later. The agent who answered the phone asked “Can I put you on a brief hold?” I immediately rushed to respond before she put me on hold and said “If I am going to wait on the line for 20 minutes like the other day, then no, please.”
“You waited for 20 minutes.”
“Yes.”
She quickly got my information and told me that they still didn’t have the referral from my physician. After thanking her, I said “The main provider sent it again while I was on the line with her to the fax number she confirmed.”
Before I called my main provider, I looked for their reviews, which were not reassuring. They averaged 3.5 out of 11 reviews. I was surprised to see that no one took the time to address or at least respond to them. Second, one of the reviews was concerning enough for me to ask for a different provider.
When I called my provider to inquire about the status of the referral, she told me the fax was sent on the day when I had spoken to the other agent and confirmed the number again. Upon sharing my concern about their service and online reputation, she immediately offered to send me to a different provider.
Nowadays, online reputation means a lot, and many base their buying decisions on the reviews they see and how businesses respond to them. How are you managing your online reputation?