Managing Your Online Reputation: Responding to Reviews

The new tool to help increase engagement and brand awareness for your practice

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Could you imagine complimenting someone on their glasses and then that person ignores you and walks away? Sounds a little bit awkward, right? This is how it can appear when online reviews are ignored, and it happens all the time. Since 80% of prospective patients are using online reviews to choose a new provider, responding to all your online reviews will show potential and existing patients that you care.1 

If a review is positive, it is a nice gesture to thank the patient and let them know that you appreciate their feedback.  

If a review is bad, here are some tips to help you navigate the situation: 

  • Apologize. Even if you don’t think your practice did anything wrong, it is important to acknowledge your patients’ feelings. 

  • Be specific. Address the primary concern so the reviewer notices that you have taken the time to understand the situation. 

  • Short and sweet. Even if the review feels unfair, it may come across poorly if you reply with a long and defensive response to every detail.  

  • Take it offline. Ask the reviewer if you can take the discussion offline and provide a direct number or email address.2 

Don’t forget to ask your patients for reviews to help build your online reputation! Download the editable PDF card above here

 

1. "Best Practices for Responding to Patient Reviews," Reputation.com, https://reputation.com/resources/ebook/best-practices-for-responding-to-patient-reviews/ 

2. "How to Respond to Negative Reviews," Forbes.com, https://www.forbes.com/sites/ryanerskine/2018/12/31/how-to-respond-to-negative-reviews-including-examples