Negative reviews are almost inevitable in the age of technology, so you need to have systems in place to handle them.
Being in the age of technology reviews are more important now than ever before. Which is great for the consumer, because we have access to researching reviews on anything before making a purchase or selecting a service provider. We have gotten to a point in our society where we trust a total stranger behind a keyboard more than our friends and neighbors.
But on the flip side, when you are the business in question it can be frustrating and a lot to keep up with. Anyone can say anything they want about your practice and it’s on the internet for everyone to see. Have you found yourself in a situation where there is a negative review out there about your office and you feel you aren’t being well represented?
The best way to deal with it is to have a system in place for handling the negative ones. So what do you do when you’re not getting great reviews?
Click on the video image below to watch.
While your first reaction may to be to think this person is simply some wacko having a bad day and taking it out on you, that isn’t the way to look at it. Take a step back and look at the review objectively. Is there a sliver of truth to what they are saying? Because there is usually some truth to everything. Is there a system in your office that is broken or something that needs updated to correct this issue?
The next step and this is where often dental practices fall short. They are not staying on top of the reviews they are receiving, especially the negative ones. You need to have some type of standard response. You’re not admitting to any guilt or error on your part, you are simply addressing their concern.
Now, I’m sure you’re thinking ‘I don’t want to feed these negative internet trolls’. Which, I agree. This response is more for future patients who is seeing this review. They are seeing that you really do care and are willing handle an issue.
When you take a couple minutes to watch this video I give you the exact scripting for your response for addressing negative reviews online, and I the 5 must-haves of getting reviews and handling the negative ones.
In this video, you’ll learn about:
- Handling negative online reviews
- The exact scripting for handling the review, that doesn’t involve admitting guilt
- How less than perfect reviews can actually help you