Your Online Reputation Precedes You
Becoming a winning dental practice relies more upon your online reputation than you might realize.
Your dental office has probably perused its online reviews, but have you considered how pivotal they can be for your practice? The good reviews, of course, help to bring in more patients. This is clear. Tried, tested, and true.
But it turns out that negative reviews can be just as important.
You will want to respond accordingly, whether it’s on Facebook, Google, or Yelp. And yes, Yelp can be a tricky one. Here is another great blog post on combatting the sometimes confusing land of Yelp reviews (especially those that deserve to be taken down.)
It’s time to get down to business. Time to row up your sleeves and craft the perfect, patient-attracting reply.
Time to Apologize
Naturally, you want to sympathize with the reviewer. The last thing you want to do is be combative or defensive – even if you feel you are right.
Acknowledge the issue and frustrations, and assure them you will work to resolve it.
Always remember that other potential patients are watching.
It’s okay to acknowledge the reviewer’s issue and offer an explanation — not an excuse. Other people online may better understand your practice’s point of view.
Offer a Solution
Whether it be some sort of compensation or having them come back into the office, offering a solution to an irate patient shows great poise and responsibility as a dental practice.
Someone scrolling through your reviews will notice that you take your dentistry and your customer service seriously, which is a win-win situation.
At the end of the day, a negative review is a chance to evaluate how you run your practice.
Are there things that could be improved in some aspect within your office? Can you take their review and use it as a tool to implement further training with staff? The choice is yours.