A negative review can deflate your excitement about your business but it's important to react in a professional manner. This kind of feedback can actually be a great learning opportunity for you and your team. Our reputation management company knows a negative review can feel like a big blow, especially when you pour your heart and soul into your dental practice. Learn some tips from BlueJay Reviews for turning a negative review into a positive situation for your entire team:
Now that you know some of the benefits (we know it's really hard to search for the good in a negative situation) of a bad review, you're ready to take action. We hope you don't have a negative review right off the bat to try these tips out on, but if you do happen to acquire some negative feedback in the future, we hope you remember these tips our reputation management platform has provided on ways you can turn a negative review into a win for your dental practice!
Take a Moment and RESPOND
Responding to a negative review can help you show the human side to your business. If someone did have a bad experience, you don't want that to be the last they hear form your practice. Apologize for the experience, offer an explanation (if there is one), and invite them to contact you personally to further discuss the situation. You can also advise the patient that the experience they had is not typical and invite them to try your office again for a complimentary appointment. Not only will the person who left the review see this response, but other potential customers will, too. This leaves a good impression for potential customers reading the review as they can see that your practice does genuinely care about the dental experience you're providing and that you try to make things right when things don't go as planned.Make it a Learning Experience
If you notice a trend in your negative reviews, you can work to improve that area of your practice. If wait times are an issue or friendliness of staff, make efforts to change the way you do things to create a better overall experience for patients. If no changes are made to your process after continued negative feedback, you really aren't getting anything out of your reviews. The goal is to see how your patients are feeling about their experience and make it the best possible experience for all!
Ask Patients to Leave Feedback
If there is a patient you know has a great experience because they continue to rave to your team or you, simply ask them to take that feedback online. This can help counteract a negative review and raises your overall star rating on various review platforms. If your team is in the habit of asking for patients to leave reviews, your online reputation will continue to grow. This kind of reputation activity can have a great impact on your search engine rankings, as well as draw more customers into your practice!Now that you know some of the benefits (we know it's really hard to search for the good in a negative situation) of a bad review, you're ready to take action. We hope you don't have a negative review right off the bat to try these tips out on, but if you do happen to acquire some negative feedback in the future, we hope you remember these tips our reputation management platform has provided on ways you can turn a negative review into a win for your dental practice!
Stay on Top of Patient Reviews!
BlueJay Reviews offers a reputation monitoring service that allows you or a staff member to easily see all new reviews that are being left. If there is a negative review, you can set our platform up to send a specific alert so you have real-time visibility on these kinds of reviews. Reacting in a timely manner can help you improve your business and continue to grow a positive reputation for your dental practice!
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