How to handle negative feedback

Getting feedback, reviews, etc., is amazing for your business and your practice.  You should always aim to get as much feedback from your patients as you can. Why? Because getting feedback and reviews from your patients is free consumer data, and do you know how much people pay to get their hands on some consumer data? Let’s just say, it’s extremely valuable information. What can you do with this data? Well, you can improve your business. You can figure out what it is that patients either like or do not like about your dental practice, a great experience they had and why, or a bad experience and why, and you can either promote what made them happy and keep it up, or you can take their criticism and fix whatever it is that made them unhappy.

Over the past ten years there has been a pretty huge realization among businesses and marketers… what is it? It’s that your focus as a business should revolve around your consumers. It seems kind of obvious, doesn’t it? Why wouldn’t businesses always focus on the consumer? Considering that they are the ones who are typically paying you to exist, I guess that would mean that their opinion is pretty important. But, believe it or not, consumer focus is more of a recent realization in marketing, and it’s doing great things. And this is why it is so important for you to know exactly what it is that your consumer, in this case, patients, want and need from your practice.

Now let’s address a little problem, a problem that is almost as bad as chewing ice is for your teeth. The problem is, that the majority of the time when a patient feels motivated and actually takes the time to leave a review, is when they have a bad experience and feel the need to complain. This is why it’s difficult to have online reviews that truly reflect your business model 100%. But, dentist reputation management in DFW is oh-so-important. This is also another reason why you should be encouraging all of your patients to leave reviews, we suggest even giving them the option right there in the office. But in any case, negative feedback is going to happen, and here are some tips as to how you should address it…

Number one rule, do not delete or hide negative feedback, this can backfire big time. Unless the comment is that of trolling nature and contains no signs of constructive criticism, but only aggression and irrationality, then leave it. We recommend your best strategy is responding to negative feedback [and all feedback for that matter]. Respond to reviews openly so that other people reading the reviews can see. Don’t get defensive, don’t fight back, accept this particular patient’s feedback and apologize for what it is they are upset about, and find a way to fix it. Start with telling the patient that you appreciate their feedback. If a patient had a negative experience, perhaps an appointment mix-up, or a bad encounter with a particular grumpy dental assistant, maybe offer them a discount (or some sort of compensation) on their next teeth cleaning or something along those lines. What is important here, is showing the patient and other visitors that their satisfaction is of your top priorities.

Side note: This also goes for negative feedback that you receive in person. Keep calm and respond in a way that lets the person know that you care about their satisfaction.

“Every comment, no matter how ill-informed or irrational, is an opportunity.

The better your response, the more respect you’ll gain from the community


–  Content Marketing Institute

If you’re looking for an agency in Dallas for reputation management for your dental practice, look no further. Here at Dental Critic, we are a team of experts that can help you with all your dentist digital marketing needs. Contact us today, and let us help show you the potential your practice holds.

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