On this episode of Dental Business Excellence, my co-host Christian White and I have a conversation with JD Dammeier, a reputation marketing expert that has been in the digital marketing industry for 12 years about the importance of online reviews for dentists. We discuss how to respond to negative reviews and get more positive ones from patients.

-Resources

https://ampdentalseo.com/services/reputation-management/

https://www.whitedentalconsulting.com/

https://bizinga.com/

How to Respond to Negative Reviews

#1 Be HIPPA compliant: Do not publicly acknowledge that a reviewer is a patient. Even if you know who it is.

#2 Don’t stress, stay calm. Nobody is perfect. We all make mistakes. Accept some imperfections. Learn from the feedback and do better.

#3 Reply to the review ASAP, but if you are mad wait until you are calm and cool to write a response. Never be defensive or especially offensive.

**A good example of a HIPPA-compliant reply that can be used for any negative review is: We are sorry to hear that. Thank you for the feedback. Please call our office so we can help.**

#4 Have a one-to-one conversation with the patient. If the concern is legitimate offer a solution. Most people just want to be heard, feel like you really care about them, and that you will do better to improve their experience with you.

#5 If you fixed their issue, you can ask the patient to update their review.

#6 Get a consistent flow of positive reviews to push down any negative ones.

Read this post from our blog to learn more about leveraging reviews to attract new patients online...

https://ampdentalseo.com/the-value-of-dental-reputation-management/