Here’s How You Respond to Negative Reviews
Believe it or not, the same premise applies to negative review response as it does to positive reviews. How you respond to a negative review impacts not only the reviewer, but all the sets of eyes that come afterward. Seeing a Direct Primary Care practice handle a particularly challenging review online suggests that management is proud of their practice, and willing to go the extra mile to maintain their reputation!
Make potential patients see the light with these four steps: apologize, promote, get offline, keep it simple.
How to respond to negative reviews
Apologize and sympathize
The first step towards fixing a problem is acknowledging that one occurred. Regardless of what happened, a simple apology and sympathy for your patient’s experience goes a long way.
So the customer service wasn’t up to par the day this particular patient contacted their physician. If customer service is what you are known for, why not reiterate that? “Our customer service is usually exceptional, we’re sorry to hear that it wasn’t up to par when you contacted us!”
Move the conversation offline
Don’t open a can of worms. Keep the lid on tight by offering the reviewer the chance to reach out via phone, email or both.
Keep it simple
Avoid specifics and don’t ask questions. Those conversations are much better served in a space away from the prying public.
One last pro tip: leave your practice name, location and category out of this. You don’t want your negative reviews showing up in search!
Now that wasn’t so bad, was it? You can use software to pull in your reviews from all over the web so you can respond quickly. And if you don’t have time, seek out our Digital Agency services to do it for you. Not only do we guarantee expertise, we guarantee it in a hurry: we respond to reviews as soon as our software pulls them in!
So, how do you respond to positive reviews?