They Said THAT About My Practice?

It’s a day you have been dreading.

You do everything you can to provide the highest quality dentistry, best customer service and most fantastic patient experience ever. You answer everyone’s questions, are empathetic and even work through lunch to squeeze in that emergency. And then one day, an email arrives from your spouse.

“Honey – you won’t believe this. That nice patient, Mrs. Crumley, who got those beautiful crowns yesterday, just trashed you on the internet!”

Sure enough, you click on a link, go onto some site you never heard of, and there it is in plain sight for millions (or at least a few people) to see.

“I was NOT impressed with the service at Great Lakes Dental Care. Dr. Hack was not very nice to me and everything he did hurt. I will not be returning. Besides, my caps look like horse teeth.”

Okay – maybe that is a slight exaggeration, but the fact is, eventually something negative will be written about you on the web. Maybe it’s already happened. So what do you do?

Keep Your Blood Pressure Low!

First of all, don’t worry. It’s no different than in the past when no matter how great of a job you did, someone would say something negative to a friend. Only this time, instead of a whisper at a cocktail party it is electronic in nature.

Remember the key thing – don’t panic. Bad reviews on the web are a normal thing in today’s hyper-connected world. Secondly, ignore your first impulse to write a rambling diatribe letting everyone in the cyber-world know what a jerk Mrs. Crumley is. The last thing you want to do is engage her in a back and forth e-battle with everyone trying to get in the last word.

Now take a deep breath and give yourself some time to relax. If you must write a response, take a day or two to calm down. (Don’t worry – your practice won’t fold in the meantime.) Your best response is a brief, polite reply letting the disgruntled patient (and anyone else reading this comment) know that you will be glad to see them to rectify any issues with which they are having problems. You also may want to throw in that you have been serving the community for thirty years and that your excellent reputation with thousands of satisfied patients speaks for itself. But whatever you do – don’t be nasty or get involved in a fight.

The Best Offense

As with many things in life, the best offense is a great defense. In this case, a great defense means having so many positive things about your practice on the web that this review appears to be exactly what it is – the crazy ramblings of a disgruntled crackpot!

According to Susan Wilson Solovic, best selling author and CEO of Small Business Television, the more presence you have on the internet the less relevant one isolated bad review will look. Solovic says:

“In addition to your web site, create pages for your business on social media sites such as Facebook and LinkedIn. You should also consider starting a blog for your business and posting it.

The more relevant and positive information about your business there is on the web the less visible a negative review will be.”

Solovic also states that only a small percentage of people say they are unlikely to do business with a company based on a negative review. And if a review contains information that is just downright false, many times the site will work with you to have it removed. She recommends asking your current customers (or patients in our case) to post positive things about your practice.

So when the inevitable happens, don’t panic, don’t worry and most importantly, don’t get engaged in a battle. Start now to build a positive presence on the web, and the occasional negative review will look like the inconsequential blip that it is.

For more information on how to build your web presence, drive more new patients to your practice and be perceived as the expert in your community, be sure to attend one of our upcoming Social Media Marketing Summits! Click or call 1-888-88-MADOW for more information.

Fifty Minutes to Your BEST Practice EVER!!!

Hear The Madow Brothers for FREE Tonight!!!

Here is your reminder that tonight, Tuesday evening July 20 at 9PM Eastern Time (that is correct, 9PM ET), we will be presenting our popular information packed session, “FIfty Minutes to Your Best Practice EVER!” Every time we do one of these free teleseminars, they totally fill up and you can probably see why. Great information in a compact format without having to leave your home or office – it’s a no brainer!

Dentists and team members!! Please do not miss this FREE practice building info session! It’s gonna be AWESOME!!!

Date – Tuesday, July 20, 2010
Time – 9PM ET, 8PM CT, 7PM MT, 6PM PT – please note this is one hour later than our normal start time for our friends on the west coast!

Call in phone number – 712-432-0075
Your access code – 266777#

“FIfty Minutes to Your Best Practice EVER!” always fills up so plan to call in at least 5-10 minutes early. We always start promptly!

Have plenty of paper to take notes! Talk to you then!

Could This Be More Important Than Getting New Patients?

Fifty four percent of your patients who leave do so because they feel unappreciated, unimportant, and taken for granted.

We have been telling you for years that it costs less to keep a patient than to gain a new one. What do you think it costs to lose 54% of your patient base? And what can you do about it? This is extremely important for you as a dentist to understand. It is too expensive to lose even one of your patients needlessly.

So what can you do to be sure you keep that 54 percent? It is not difficult! Simply make sure they feel valued. Appreciate them and communicate that appreciation. Don’t assume your patients know that you value them. You have to tell them. Communication is a huge part of patient service. Too often we are so focused on getting new patients that we forget to pay attention to our current ones.

It doesn’t take a lot of work or money to create an environment of appreciation. You don’t have to shower them with gifts. No, that’s not their expectation. Simple things like sending a thank you note will do. Or just make sure that you are communicating with them on a regular basis. Social media has been a tremendous help for many of you to stay in close touch with their patients.

Social media can help you get to know your patients as people. What’s going on in their life? Showing real interest will not only let them know that you care about them but it will also provide you with valuable information that you can use to increase the loyalty factor.

We are not minimizing the importance of getting new patients here. We all know how important new patients are to your practice. But keeping your existing patients happy and loyal is much less expensive and actually easier. Social media sites such as Facebook are free. Your patients are there. Don’t you think you should be?

Check out for more info!

We LOVE Speaking With Our Dental Friends!

If you want to read a very heartwarming story, check this one out. We love stories with happy endings, especially when they involve cute helpless animals. The story has nothing to do with dentistry but we thought you’d like it!

It has been great speaking with so many of you during our “call in” time over the last couple of days. We “visited” with some really cool offices. Hopefully we were able to help many of you!

We will be filming our monthly Powerhouse video later today. Oh, it’s gonna be a great one. Otherwise we will both be around the office for a good part of the day before the long holiday weekend. So if you have any questions or if you would like us to help you tie up any loose ends, we are available and ready. Helping dentists is what we have been doing for over twenty years now and we are now really getting in the groove! So please feel free to give us a call at 1-888-88-MADOW if there is anything we can do for you today.

Have a wonderful holiday. We truly live in a great country, so let’s celebrate our independence this weekend!

Rich and Dave (The Madow Brothers)