How Can Dentists Handle Negative Online Feedback Effectively?
Online reviews are important for any type of business, and that includes dentists. More than 81% of people check Google Reviews before visiting a business. But unfortunately, not all online reviews from patients are positive. So what should you do in order to minimize the impact of bad reviews? Let’s look at five simple strategies that can help.
1. Respond As Soon As You Can – Don’t Ignore It!
You may be tempted to just ignore a bad online review, especially if you think it’s unjustified. But this is a bad move! When reading online reviews, potential customers like to see businesses responding to reviews. In fact, responding quickly to both positive and negative reviews demonstrates that you value patient feedback and care about patient experience.
Statistics show that 89% of people are “likely” or “highly likely” to go to businesses that respond to every review, including negative ones. Timely responses show responsibility and attentiveness—two characteristics that can help set your practice apart. For example, if a patient posts a review about long wait times, responding with, “Thank you for bringing this to our attention. We’re actively working on new scheduling methods to ensure a smoother visit for all patients,” can turn an otherwise negative experience into a positive impression for other readers. So don’t let negative reviews sit there unanswered. It’s best to respond as soon as you can, ideally within a few days.
2. Don’t Be Defensive And Don’t Take It Personally
This can be tough if you think a review is unfair. However, remaining calm and objective when responding shows professionalism and maturity. Avoid contradicting or attacking patients in your response, as this can come across as defensive and may make potential clients wary of your practice. Instead, apologize to the patient for their negative experience and show empathy toward their viewpoint.
For instance, if a patient writes about feeling rushed during a visit, responding with, “We’re sorry to hear that you felt this way; we strive to provide thorough and comfortable care to each patient,” shows that you’re willing to take responsibility without escalating the situation. It’s important to remember that online reviews are public, and how you handle criticism can impact your reputation as much as the criticism itself.
3. Ask Patients To Get In Touch Outside Of The Public Eye
When responding to a negative review, it’s a good idea to ask the reviewer to get in touch with you directly. This approach allows you to handle any details privately and can prevent misunderstandings from being aired on a public forum. Inviting the patient to reach out by phone or email for a personal follow-up can often lead to a more positive resolution and shows others that you’re willing to go the extra mile for patient satisfaction.
For example, responding with, “We’d love the opportunity to discuss this further and make it right. Please feel free to call our office directly at [phone number],” indicates a willingness to listen and resolve the issue personally. Many times, patients are more receptive when approached directly, and this added personal touch can go a long way.
4. Ask How You Can Make It Right
Whether it’s on a public review page or later once a patient gets in touch with you, ask the reviewer how you can make things right. Be sincere and open to what they have to say. Showing a genuine interest in fixing the problem can go a long way in building goodwill and can turn a one-star review into a loyal patient.
For example, if a patient expresses dissatisfaction over a billing error, you might offer a solution by saying, “We apologize for any misunderstanding and would be happy to review the charges with you. Please let us know how we can assist you further.” Accepting requests like a partial refund or a follow-up can sometimes not only resolve the issue but also surprise the patient with your generosity, leading to a positive update in their review or even a complete retraction of their negative feedback.
Moreover, research indicates that 34% of customers who receive a sincere response and resolution to their complaints are willing to give the business another chance. This means that addressing concerns effectively isn’t just about solving one problem; it’s also an opportunity to retain patients.
5. Identify The Cause And Take Steps To Improve
Finally, take some time to think about what caused a patient to leave a bad review in the first place. Reflecting on both specific and recurring complaints can lead to meaningful improvements within your practice. Were there communication issues? An issue with their actual dental treatment? An employee who could have done a better job?
Negative reviews are a great opportunity for self-reflection, both for you and your staff members. Consider creating a quality assurance system to regularly assess patient feedback and address it with team members. For instance, if reviews frequently mention that patients feel rushed, you might adjust appointment lengths or ensure that patients receive personalized follow-up. By identifying patterns and implementing changes, you can prevent the same issues from cropping up again.
Need Help With Digital Marketing For Your Dental Practice?
Having trouble managing your practice’s online reputation? At Incept Health, we offer comprehensive digital marketing services for dentists and medical practices – and we can help! Get in touch with one of our experts today and see what we have to offer.