What To Do When You Have A Negative Dental Review

What To Do When You Have ANegative Dental Review

If your dental website allows your clients and visitors to leave reviews, then it’s likely that someone will leave you a negative review at some point.

It’s never a nice experience to see someone talk badly of your efforts and hard work, especially of a business you have built up yourself.

What To Do When You Have ANegative Dental Review

Plus, it can be seriously worrying, especially considering the impact this review may have on your reputation and success.

However, negative reviews are a guarantee for every business, as every patient’s experience will be unique.

But what should you do when the time comes and you have that dreaded negative review? Here, we will go through the steps you should take to respond appropriately to negative reviews and hopefully protect your reputation.

Check them out below, and good luck!

Step One: Relax And Read

The first thing to do is relax – chill out! One bad review is not the end of the world, nor does it spell the end of your business. So, keeping cool when reading through the review is important.

Read through the review a few times and take in every single word. You can leave the computer and return to the review if necessary.

After all, you don’t need to respond immediately, but it’s a good business practice to respond within a day or two.

In the meantime, don’t stress and read the review to ensure you fully understand what the client has written and what they are complaining about.

Step Two: Are They A Real Patient?

The next step is to confirm that the person who left this negative review is your patient.

A surprising number of people will leave negative reviews on businesses, either for fun or in the hope that they will be rewarded with something for free.

In some cases, rival businesses will try to damage their competition’s reputation by either hiring individuals to leave bad reviews or making fake accounts themselves.

So, double-check that the person who left the negative review is indeed a patient of yours. You can immediately dismiss it as a fake review if they are not.

Step Three: Be Impartial

It’s very easy to feel defensive when dealing with a negative review, but you must remain impartial and take on what your patient says.

Reviews are a great way to get feedback from people who access and use your services. This means that negative feedback should be heeded just as much as positive.

So, taking on what your patient is complaining about will help you highlight areas you can improve on in your dental business and improve your services to improve your reputation even further.

This is why it’s important to read through what your patient is saying and take on that feedback.

They could be unhappy with the attitudes of your staff, how long the procedure took, waiting times, the support, the quality of care, etc.

Whatever it is, take what your patient says and accept the criticism!

Step Four: Respond To The Review

Whenever you receive a negative review from a patient, you must respond to prove that you are listening to their complaints and taking on that feedback.

So, whether you reply to the review on your website via email, a personal phone call or any other form of communication, make sure to tell the patient that you are thankful for their feedback and that you will be aiming to make changes based on this.

Apologize for their experience, express that this was not what your business aimed for, and promise to do better next time. This way, you acknowledge their experience and validate it while offering to make it right. Sometimes, a refund may be the only way to satisfy this patient.

Another thing you can do is to ask your patient to update their review if they find your way of reconciliation to be effective.

If you have invited them back for a better session and are happier with the treatment they have received, you can ask them to consider updating their review to reflect this.

Even if you give them a refund, ask them to include that so others can see that you are responding and acting to feedback.

However, it would be best if you also didn’t push this. Bring it up once and leave it to the patient to decide.

Step Five: Act On The Feedback

One of the most important steps in this process is acting on the feedback.

If you don’t address the issues highlighted in your negative review, you leave your business vulnerable to more negative reviews.

So, it’s important to fix the problem, so other patients do not have the same experience.

Sometimes, the problem could be out of your control, but extra training, attention, and adjusting your systems could improve your business.

So, think about how you can solve the issues brought up by your patients so you can improve your business and reputation!

Final Thoughts

It’s never nice to receive a negative review, but your dental practice will face one at some point, which is why preparing yourself for the inevitable is important.

Follow the steps above to ensure you listen and respond appropriately to your patient’s feedback.

This way, you can improve your business and hopefully save your relationship with your patients. Good luck!