Welcome back to Coaches Corner! We are happy to share our years of experience working with dental offices all across North America.
Today’s question comes from Alissa Haber in North Platte, Nebraska
Q: A former patient left a horrible review for us on Yelp. What they said isn’t even true. What should we do? How do we respond?
North Platte, Nebraska
A: Great question Alissa! First of all, take a deep breath and relax. Bad reviews happen to everyone eventually. Everyone knows that, including the people who will be reading your reviews.
So first of all – here is what NOT to do. Do not, under any circumstances, get into a debate (or what some people would call a “Pissing Contest”) with the reviewer. Even if what they said is totally inaccurate, they are going to stick to their guns. Remember you are dealing with an unreasonably angry patient with too much time on their hands. They would love nothing more than to get into an online sparring match.
Should you choose to respond, make it clear that you are sorry the patient had a negative experience, it is not the norm in your practice, and you would like to be given the opportunity to make it right.
But the bottom line is – the best cure for a negative review is a SLEW of positive reviews. They will push the bad one further down and pretty much negate any power it had. So ask for reviews constantly. Text or email your review links to people. Identify your top 50 patients and ask all of them to review you on a variety of sites. Then sit back, relax, and provide the best customer service you possibly can.
If a large percentage of your reviews seem to be negative, that’s a different story altogether though.
Dr. David Madow and Dr. Richard Madow are actual dentists who have been helping dental offices become more successful for over 28 years. They are down to earth, real people who personally connect with their clients and are proud to call them friends. If you have a question for this column, please write to them at firstname.lastname@example.org. We are now offering a complimentary 30-minute coaching session! Please CLICK HERE to schedule yours. Doctors only please.