The delicate art of handling negative patient reviews statistics suggest that over 90% of patients considering dental treatment go through online reviews before booking an appointment. Moreover, 42% of them will not consider going to a dental practice with anything less than a 3-star rating.
Clearly, a positive review for a dental clinic is one of the most crucial factors affecting its survival and growth. Consistently generating positive reviews, however, is no easy feat; it requires a great deal of commitment to service excellence. Equally important is the ability to handle negative patient reviews with grace, because no matter how exemplary your services are, it is a business that is bound to receive criticism.
Here we explore the delicate art of managing negative patient reviews at your dental practice with grace.
Negative Reviews Are Not the End of the World
Many dental practitioners, particularly amateur clinic owners strive to maintain a lasting string of positive reviews. While it is natural for every business owner to want customers to like their brand, it is also important to realise that it is too unrealistic a goal to fulfil. As mentioned earlier, no matter how well you serve your patients, some of them may have inadvertent negative experiences, and this can result in negative reviews online.
However, the silver lining to these negative reviews is that it makes your business look more trustworthy. In an age where it is easy for a business to create as many fake positive reviews as they need, genuine negative reviews are an indicator of trust. Most prospective patients, in fact, expect a certain level of negative reviews. The way you respond to these reviews further indicates your professionalism and reliability as a qualified dental practitioner.
Above everything, receiving a few negative reviews between largely positive reviews is not a matter of concern. The goal should be to maintain a ratio favouring positive reviews at all times so that the negative experiences are diluted and well-managed. Every negative review should be considered an opportunity to grow and form better relationships with patients because, at the end of the day, a loyal base is your goodwill.
How to Handle Negative Patient Reviews
A negative review on a public digital platform can arise out of several reasons including the smallest inconvenience to a patient. Many a time, it is also a place for a distressed patient to vent. Hence, it is important to practice patience and level-headedness when addressing a negative review.
Here is what you can do.
Respond
While negative reviews can be disheartening especially when you try your best to provide good service, it is not a good idea to ignore them. Many practitioners believe that undue criticism or negative comments are best ignored, however, this could prove detrimental.
According to Google as well, it is important to respond to reviews that patients leave online, as it indicates your professionalism, commitment to service and reputation.
To ensure that you promptly respond to online reviews, you can consider partnering with a dental marketing agency that provides reliable services for busy dental practices.
Head45 Dental is one such exclusive service provider that offers tailored Google review management services, website design, dental SEO, and reputation management services. With their help, you can concentrate on providing the best of your services while leaving your online reputation to Google-certified professionals.
Exercise Empathy
Negative reviews may well trigger negative emotions when you see them. But remember to maintain composure and exercise empathy when responding to them. Consider the situation from the perspective of the patient and make a genuine attempt at understanding their distress. Take a deep breath and make it a habit to apologise for the bad experience whether or not the complaint is genuine.
Remember That Your Responses Are Public – Comply With Phi Requirements
When responding to reviews, remember that your responses can be seen by everyone. Consider PHI requirements in the UK when addressing specific concerns and ensure that you don’t disclose information that you are not supposed to. At the same time, find a way to provide an adequate redressal; it is a delicate balance to maintain.
This is where a dedicated dental marketing agency can help you. For example at Head45 Dental we have expert teams for dental social media management, Google review management, SEO, and website design, who are well-versed in PHI compliance. You can rest assured knowing that your reputation is in good hands.
Investigate the Matter
Take measures to investigate the matter. For example, if the patient has complained of a lack of cleanliness at your clinic, try to review surveillance footage from the day they visited and have a conversation with your housekeeping staff to verify the issue. After a thorough investigation, be sure to get back to the patient informing them of the prompt redressal.
Take the Matter Offline if It’s Necessary
If the matter needs more detailed conversations and investigation, consider taking the matter offline. Provide a direct contact number or an email on the platform and request the patient to continue the conversation on a personal medium.
Try to Address the Issue With a One-Time Response
A volley of responses is seldom a good idea when it comes to online reviews. Craft a well-structured response that includes a genuine apology, an attempt to reconcile the matter, and if needed more information to contact you for a personal conversation. Avoid having long conversations on the platform as it can adversely affect your rankings. For example, long negative conversations on Google can likely add to the visibility of the negative review, which ultimately deceives the purpose.
Wrapping Up
Negative reviews although dispiriting, are unfortunately an unavoidable part of running a dental practice. As a professional business owner, it is crucial that you know how to respond to negative reviews with patience, as it can have a direct impact on your future prospects. Practice the steps mentioned above and remember that a few negative reviews do not mean the end of your business. Partner with a reliable dental marketing agency to better manage reviews and reputation.
For professional help with Google review management, SEO, dental social media management, and more, get in touch with Head45 Dental – a Google-certified agency for dental practitioners.
Author Bio: Nilesh Kabaria
As the founder and driving force behind Head45 Dental in Cardiff Bay, Nilesh Kabaria is a pioneering figure in dental marketing. As a seasoned expert in dental marketing strategies, he brings a unique blend of technical know-how and creative flair to the field. His passion for the dental industry shines through in his insightful and influential contributions to leading dental blogs and forums.
https://www.linkedin.com/company/head45-dental
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