Dentist Reviews and What to Do
Have a Bad Online Review of Your Dental Practice? Here’s What to Do.
As a dental practice owner, nothing is more crushing than a bad review. These types of negative feedback can be damaging in a personal sense and also damage your business’s finances. Fortunately, when this happens, you do have options.
Let’s get the facts straight: You are eventually going to get a bad review.
Customer service is always paramount to any successful business person’s bottom line, even a dentist’s, so when someone clearly doesn’t value the effort that we put into the customer experience, it hits particularly hard.
Put your chin up! Even though it seems bad, this type of review isn’t as bad as you think. You can make your bad reviews work for you. In addition to this, you can also do something about these reviews, though it isn’t what you’re expecting.
Let’s Establish One Thing: A Bad Review Doesn’t Mean that you are Bad
You’ll want to get used to the experience as best you can. If you have a few hundred reviews and a few are more negative than the others, what’ll happen when those reviews reach into the thousands? You can definitely expect more bad reviews at this point. As the saying goes, “you can please some of the people, some of the time, but you can’t please all of the people, all of the time.”
Consider these five points; they will help you add some objectivity to the negative review experience:
1. Perhaps the bad review came from a patient that just didn’t find that they were a good fit for your type of procedures.
This situation is a major reason for bad reviews; not everyone can find their perfect solution in what you do, and that’s fine.
2. When You do Fulfill a Customer’s Needs, They Have a Tendency to Say Nothing.
3. Consider Every Bad Review a Unique Chance to Excel.
Many marketing professionals consider this the service recovery paradox. This effectively means that when you recover from a mistake, patients notice and stronger bonds are developed between your practice and its patients. As a matter of fact, many customers will become even more loyal.
You can never fully erase the chance at screw ups, so leverage the opportunity presented by a mistake and improve noticeably. You’ll foster a better connection with your patients.
4. Consider One Thing: The Bad Reviews may be from Patients in a Bad Mood.
I’ve displaced my anger in the past and been a poor customer. It wouldn’t have taken much for me to have gotten on Yelp and caused some poor business owner some stress. This type of experience can extend to a dental patient as well. My anger didn’t have anything to actually do with the service, and this is a fact that you should remember.
5. There Are Negative People out There and the Reviewer Might be One of Them
Some patients like to:
These types of patients will display utter vitriol at the slightest provocation. Ignore these patients.
What to Do When You Get a Bad Review
The best course of action is to identify the problem that lead to the bad review. Typically, this is an event between your practice and the patient that caused them to provide the bad review in the first place.
If you want to turn a loss into a win, focus on improving on the situation that leads to the problem.
Always remember that the patient who complained is a person, so treat them with respect and empathize with their situation at all times. Show them that you want to make it right.
Walt Disney has a great way of managing unsatisfied customers, and it has yielded them excellent results. With 135 million customers yearly they always use the H.E.A.R.D. system:
Hear: Always listen to what your patients have to say. Oftentimes, that’s all it takes to turn an angry patient to a calm one.
Empathize: Another thing that a patient loves to hear is that you understand.
Apologize: If you’re not contrite and it’s clear, nothing will make a patient angrier. Express sincere apologies about their unfortunate situation. It’s great to be sorry about it anyway.
Resolve: Always ask what can be done to help resolve the patient’s situation. Quick resolution is absolutely imperative. Dental procedure issues can be resolved just like anything else.
Diagnose: This will work your investigative muscles. Find out what happened and fix it.
This customer service technique was developed to work with live customers not online patients, but this technique is still useful for the denizens of the internet as well.
Always respond quickly and publicly to online negative reviews and never defend yourself.
You’d want to see that the business addressed the issue, took responsibility, and offered to fix the issue. If you saw that business getting defensive, wouldn’t it seem problematic for your business relationship? While this might seem like a strange allegory, many businesses simply forget to treat bad reviews as an opportunity to create lasting loyalty.
Just remember; always respond in a public forum.
If you use the H.E.A.R.D. system in this situation, you can turn things around.
The Drown Out Method
In the past, I’ve found that dealing with the underlying issues, really can help a brand excel and become stronger so that patients become increasingly loyal.
Any business can learn. A key takeaway that you should consider, especially if you are building leads from directory-based services like Yelp, Amazon, Foursquare, or even App Stores, is to work to provide a service that earns more positive reviews.
Consider this, if you were checking out a business and saw that there were 265 good reviews and 15 bad, would you consider the company as having a bad customer service experience? Of course not; this is because good reviews tend to outweigh the bad.
If you are looking to develope a powerful online reputation and increase your positive dentist reviews The 5 Star Dentist, is a great resource to help you minimize the effects of bad reviews. The service will also increase your 5 star reviews.