A bomb hits, and there it sits destroying your image. A less than favorable review is on your practice profile. Your first response might be to write some witty response to the post and forget about it. However, this is the worst step you can take. Here are 4 steps that you need to take in order to respond to a negative review.
Although it seems like an obvious step, we all have those moments where we want to respond with the first thing that comes to mind. DON’T! Take a second to breathe and gather your thoughts. This prevents you from saying something that you truly don’t intend to and can potentially place your practice in a bad light. Do yourself a favor and research to see if the person has visited you in the past. If they have not visited befre, you may be able to have the review removed all together.
Now that some time has passed, you can start to craft your response to the bad review. When writing your response, the first thing that you want to do is acknowledge the frustration of the reviewer. Nothing says that you care more about the customer than understanding their frustrations.
“We understand your frustration that we didn’t clarify how long the procedure healing time would take.“
By repeating the frustrations of the customer in your response, you’re showing them that they are not just another dollar sign to you and that you truly care for them.
I know you may be thinking, “Why do I need to apologize? It’s not my fault” The reason why it is important for you to apologize is because it shows that you’re taking the high road. By doing this, your customers will see that you maintain commitment to greater service even when a client isn’t satisfied.
The final step in combating a poor review is to let the customer know what you plan to do in order to correct the wrong. This is a great area for you to complete the healing process for that displeased client and convert them into your biggest fan. Tell them what you plan to do in order to make everything right again.
“Our Office Manager will be calling you to discuss your experience.”
This move is important because it takes the conversation offline. Here is where you have the opportunity to better the situation by following up with the customer and speak to them about their most recent experience.
If you want to find out more about reputation management strategies, download the eBook Win With Multi-Channel Digital Marketing or contact Page 1 Solutions, LLC at (303) 233-3886 to discuss how to build a comprehensive reputation strategy.