As of June 1, 2016, my office has received 264 Demandforce reviews and 13 Yelp reviews. No one seems to be interested in posting a review on Angie’s List, but we placed a link on the website just in case.
Demandforce is the company we’ve worked with for about 4 years now. We use them to send annual exam reminders, appointment reminders and a few other
After a patient’s office visit, patients are asked by Demandforce to please complete a very brief survey to help us better understand what we are doing right, or fix anything that we are doing wrong or could do better. We want to continually grow and improve, and our patients’ help is very much needed and appreciated.
Yelp reviews are not asked for, simply because we don’t want to “bug” people with requests for too many reviews. The few Yelp reviews we have are unsolicited, but still very much appreciated.
To be candid, when I read hundreds and hundreds of reviews about a business, and they are ALL 5-star, glowing reviews, I can’t help but wonder if they are real, or if the business owner and his/her friends are writing them (does that make me a cynic). After all, no one can please everyone all the time. Sometimes people have personality differences, and sometimes things just don’t go as well as either party would have liked.
As an example, when I read restaurant reviews, I typically read a few of the 5-star reviews, and then scroll down looking for the 1 and 2-star “bad” reviews. I’m curious to see how many “bad ones” there are, and what they have to say. If I find FIFTY 5-star reviews for every ONE 1-star review, I pretty much discount the bad review as an “oddity.” But, if I see a significant percentage of bad reviews, I will look to do business someplace else!
When I look at the hundreds and hundreds of Demandforce reviews of my practice, I can’t help but think of several things. I know my staff and I thoroughly enjoy what we do and thoroughly enjoy taking care of and visiting with our patients. They are honestly like our extended family; really! Still… I am surprised (pleasantly surprised) at just how many 5-star reviews we have! I can tell you that Demandforce maintains a very honest review process. As a matter of fact, some time ago we had a patient who wrote some very nice things about the care she received, and then proceeded to provide a 1-star review survey (you can find it yourself if you scroll back far enough). Clearly this patient misunderstood the “grading criteria” and thought a 1-star was high. When I contacted Demandforce to ask them to correct the survey score, they would not do so. They told me to contact the patient, and if she was willing to change the rating, SHE could contact Demandforce and then they would fix it. I chose not to bother, or risk embarrassing, the patient. I guess that very positive review and “poor star rating” will remain on the review list forever; oh well.
Of those 264 reviews, there are 2 or 3 that are not positive; they aren’t horrible, but disheartening nonetheless. I am not happy if ANY of my patients end up displeased. Two or 3 out of 264 is still 99% positive, so I guess we’re doing something right.
I just took a peak at my practice’s Yelp reviews. As I wrote above, there are only 13 of those and I am not thrilled to share that 2 are not “glowing.” They were both written 3 years ago – and they still bother me! One was a woman who my staff called in order to reschedule her appointment; she was not pleased. If my staff had not been so darn honest with her, things probably would have been just fine. Instead, they shared that I had received a last minute invitation to attend a Ducks hockey playoff game, and they were rescheduling her for that reason. In retrospect… that wasn’t such a good idea. The second bad Yelp review was from someone who turned out not even to be a patient of mine. She blasted my office, but her issues were the result of visiting another doctor; not me. Before I figured this out, I wrote a kind reply and apologized to her. To this day, I still wonder whose office caused her such grief. I’ll never know, but I apologized for someone.
All in all, my practice’s reviews have been over-the-top positive. The word “grateful” comes to mind. I am grateful for having such a caring and skilled staff. I am grateful for the optical labs, frame representatives and pharmaceutical representatives that work with us. And I am most grateful for having had the opportunity to care for such terrific patients. They/you have made my eye care career an enjoyable one. I have much for which to be grateful! Please accept my sincere Thank You!!
As usual, I am interested in your comments. Please write to me at firstname.lastname@example.org.
Dr. Harry J. Charm, Optometrist
Anaheim Hills Family Optometry
6200 E. Canyon Rim Rd., Suite 101
Anaheim Hills, CA 92807