Is That Bad Review a Good Opportunity?

If you’ve been practicing dentistry for more than a week, you’ve probably gotten a bad review on social media. Or several.

 Now, if you’re getting a flood of them, you might want to look in the mirror. But a few here, a couple there — that comes with the territory. People will write Amazon reviews complaining about the quality of a $9 set of Christmas lights that they left wrapped around a tree outside during a blizzard.

You’re working with something much more intimate, emotional, and important — their teeth! What chance do you have of avoiding the same?

When the complaints come, though, you can choose how you’re going to respond. Here are your three options.

  1. Get mad.
  2. Do nothing.
  3. Handle it like a pro.

Take a guess as to what the best option is.

If you get mad and post an angry response, you’ll just be poisoning your own well. Who wants to work with an angry dentist? Doing nothing, meanwhile, is sometimes sensible (if you sense crazy, might be best to steer clear), but too much of that and your potential patients will see nothing but unanswered criticism.

That brings us to option 3: be a professional and turn that bad review into a good opportunity to convert new patients. All you have to do is respond to the reviewer in a respectful, appropriate way. 

If you recognize the person who left the review, the best option is often to call them personally. Acknowledge their experience, apologize, and ask what you can do to fix it. If you’re sincere, you’ll likely resolve the situation, may be able to keep the patient — and probably find that their bad review disappears.

If you don’t recognize the poster, make a short, polite comment on their post using the same formula as above and invite them to call or DM you to speak further. 

Whether or not the conversation goes any further, potential patients will see that you handled a bad review with grace and an even temper.

Who wouldn’t want someone like that working on their teeth?

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