How to Respond to Negative Reviews: Turning a Negative Experience into a Positive Outcome
IN BRIEF
MARKETING
Tom Daniel
Receiving negative reviews can be challenging, but it’s important to handle them professionally and with care. No matter your industry, negative feedback is bound to happen. Here are some strategies to help transform negative reviews into a positive experience for your chiropractic practice.
1. Always Apologize, Even if You Don’t Want to:
Research shows that practices responding to online reviews, whether positive or negative, increase their likability online. Apologize for a bad experience and acknowledge concerns. By clahning ownership of patient dissatisfaction and showing kindness, you can diffuse the situation and demonstrate your commitment to customer satisfaction.
2. Focus on Their Problem:
Craft a personalized response that addresses the patient’s specific issue. You won’t get far with a generic apology. Studies show that consumers feel empowered when a company replies to their review, and many will change their opinion about a company based on the response they receive. Show that you appreciate their time and want to find a solution. For example, you can say, “Hey there, we’re so sorry that you had a negative experience during your visit. The team at [practice name] generally receives great responses from our patients. Learning that you were unhappy with our service is certainly a priority we want to fix.”
3. Get Them Offline and Back in Action:
Invite the patient to contact your practice directly by phone or email. Moving the conversation to a private space helps avoid public confrontations. It also allows you to discuss their concerns in more detail and find a suitable resolution. Offer a solution to alleviate their frustration, such as a discounted price on future treatment or a refund. This gesture helps regain trust and encourages the patient to return to your practice.
4. Negative Reviews are Genuine:
Instead of viewing negative reviews as a stain on your practice’s reputation, see them as opportunities for improvement. Your online reputation has a significant impact on your overall success, so it’s crucial to manage it effectively. Utilize tools like Reputation Management from Online Chiro to stay informed about new patient reviews and respond to them across major healthcare platfonns. This proactive approach helps protect your patients and your online reputation.
Remember, the goal is to address the patient’s concerns, offer a solution, and show your commitment to their satisfaction. By responding professionally and with care, you can turn a negative review into a positive outcome, enhance your online reputation, and improve the overall patient experience.
Tom Daniel is the general ^ manager of Online Chiro, the leading online marketing service for chiropractors offering powerful websites, reputation management, search engine solutions, paid advertising, social media, patient education, and the services you need to affordably grow your practice. To learn more, call 888-932-5560 or visit onlinechiro.com.
If you would like to get a full version of all the tips and tricks you need to know, visit: bit.ly/chiroreputation to download a full guide or scan the QR.
