How to Respond to Online Negative Reviews

Positive reviews about your practice make your prospective patients feel more satisfied with making their decision to visit your dental office for the services you offer. However, things may not go as expected and the patients get disappointed with their experience. 

Many businesses out there are afraid of letting anyone publicly criticize their services because they fear the consequences. And that’s understandable but negative reviews aren’t that bad.

Negative reviews make you look more reliable. A study found that about 68% of customers trust reviews more when they see both positive and negative ratings. However, you might question what is the best way to respond to negative patient reviews. Simply respond to the reviews, that’s all that you need to do. 

We got some tips for you for responding to negative reviews-

1.Respond on time

You should promptly respond to negative reviews as ignoring them isn’t a good option. Timely responses make the viewers seem like your practice prioritizes patient experience, trying to improve them, and are prepared to do anything that it takes to resolve any patient concerns.

2. Show sympathy

Regardless of your fault, in your response, you should recognize the issue and apologize. By doing this, you are outreaching patients with a positive message and at the same time, your sympathetic response will be meaningful to the patient.

3. Avoid canned responses

You are making a huge mistake if you are using templated responses to reply to all the reviews. To the readers, it might look like you don’t value or take your customers seriously. On the other hand, personalized replies to the patient reviews emphasize your concerns about the patient feedback.

4. Offer an Explanation

Often you could have valid reasons that might have upset the patient. Thereby, giving explanations in such scenarios makes the readers aware you have looked into the problem that gives context as to what might have happened.

5. Keep the conversation offline 

Especially in an online setting, it’s sometimes difficult to break through patients. The customer might be infuriated even when you apologize and show sympathy. At this point, you should not let the conversation turn into them trying to fight with you publicly. The solution here is to tell them you would like to resolve the issue and they can call your office to get detailed information. 

6. Thank the patient for their feedback

You can thank a patient even for negative feedback. Though they might have criticized you can always learn and adjust to negative feedback, gradually bad reviews won’t remain consistent as before. If the patient encounters the same bad experience again then you are going to lose them for sure. When they mention specifically and make you know what didn’t go well, you can use it to improve future visits.

7. Do not request to delete reviews

No business or practice is ever perfect. If there is no negative rating or feedback written for you then customers might suspect censorship. If you handle the situation properly, there is a chance that the patient might remove/delete it afterward.Even if they don’t delete it, viewers can notice how much you cared about the patient to make things right.

Customer Review Software

Sometimes things go out of control and some patients may have a bad experience during their visit to your office. It is important to keep an eye on both positive and negative reviews and respond to them on time. Controlling all such review management tasks is made easier with the help of review generator technologyYou can use our business reputation management software that helps generate new reviewsmonitor customer reviews, block fake reviews, and boost your online reputation.


Online Reviews and Listing Management

Whether you are a small business or a major brand, reviews are valuable as they affect your brand image and conversion rates. Consumers always tend to research everything about a business before buying a product/service and healthcare is not an exception. And this is where online business reputation management comes into the picture. Despite this, no matter your industry there will be other businesses trailing the same clients.

Improve your reputation to get found online 

If you want your business to rank higher in the Search Engine Results Page (SERP), you have to create local listings/profiles. This can remarkably improve your online perception of the customers who are looking for the services you offer. 

When a prospective customer or patient performs a Google search and finds positive information about you can create a positive impression. To get into the top search results, a more in-depth understanding of Search Engine Optimization (SEO) fundamentals is also crucial. 

Whenever customers do a Google search and find positive information, they will perceive you in a good light. Another ORM strategy is to optimize your Google My Business profile. You want to give your clients the best picture of your business. Be sure to focus on hours of operation, accurate business address, products or services you offer, set up holiday hours, high-quality business photos, links to social media and response to all questions from the “Questions & answers” section.

How to manage business reputation?

Get rid of fake reviews and rumors

In this competitive era, you are likely to encounter false information or rumors spread against you. This does not mean that your business is exempt from that. Thereby, every time you encounter misleading information then you should straightaway address it. If ignored, it could lead to consequences. Thereby, to be on the safer side, you should make use of the best business reputation management tool where you can monitor all customer reviews in one place.

Set up profiles on business review sites

To get listed on the review sites you will have to create your profile on popular platforms. You must also include a precise description of your practice or business. As you do this, you can ask happy customers to leave a review. This shows the online visitors that you value their comments.

Customer feedback

One should never ignore customer feedback. Whether it’s positive or negative, responding to reviews promptly helps build a good relationship with the client. You can thank the happy customers for positive reviews and acknowledge negative comments without getting defensive. Also, you can be polite to ask the reviewer to keep the conversation offline. You can then gather more information through calls or emails. 

Online reputation management Solution

If you are thriving to boost your online reputation then you need intelligent review management software. This can take your business to the next level by getting more 5-star customer reviews. The online review monitoring software helps manage all review management tasks under one roof.