I’ve personally read over 10,000 reviews this year, and there’s one lesson I learned that separated the five stars from the one stars.

Reading reviews is a hobby of mine because it offers a very unique look into the minds of people. I encourage you to do it, especially with your own reviews.

In those 10,000+ reviews, I noticed one detail mentioned over and over…

Far and away, it was how the doctor COMMUNICATED.

Everything was secondary to how they were communicated with, even how they liked their outcome! To my surprise, there were a lot of patients who had complications with their procedure but were still complimentary and would recommend their doctor. All because of how they communicated with them.

Many posted photos of great outcomes but gave an average review because the communication wasn’t up to what they expected. The staff was hard to get hold of, the doctor rarely checked in, they kept having to follow up, and a lot of their questions and concerns were dismissed.

More than anything else, the quality of communication from their doctor was the determining factor of their happiness.

Interestingly enough, this communication went both ways. It wasn’t just about how the doctor and staff educated the patient. It also included how considerate the doctor and staff were with all questions and concerns. They weren’t just great educators; they were intent listeners too!

The positive ones felt like a partnership where the patient was heard and acknowledged. The negative ones felt like a child being talked down to.

Face-to-face during a consultation, I know you can handle this. But how do you accomplish this when they’re doing their research before a consultation? It’s important to not underestimate how wide the gap is between you and them before they have the courage to book a consultation. This gap is concerns, fears, cold feet, procrastination, and worst of all, prior poor experiences.

A thorough educational website that’s loaded with a library of educational video content based on these topics is the only way you can close this gap.