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[PODCAST] Episode 25: How to Deal With Negative Reviews

By

Maripili Menchaca

|

May 2, 2019

Let's face it, bad reviews are something we have to deal with. In fact, we are not always going to get GREAT reviews. It's just part of being in business. And it is quite probable that sometimes you're going to get a few awful reviews as well.
But let's make something very clear...

Negative reviews don’t mean your business is bad.

It is a chance to make it better. Plus, it makes your brand look authentic. Not everyone is perfect, and having a couple bad ones, lets other people know that your good reviews are from real people. And yes, there will be times that those reviews are not even accurate, and they are mainly opinions. But don't worry about it. Handling bad reviews is not that hard.
In this video we’ll share some techniques you can use to deal with them.

Categorize it

First things first. Don't panic. You've got this. Read the review calmly and try to understand your client.
Then, categorize it. Is this a real concern or just an opinion?
If it is a real concern, how can you learn from it? Do you need to make any changes in your practice or within your staff to ensure this doesn't happen again?
Or if it is an opinion, how can we explain ourselves better and help the costumer have a pleasant experience? Ask them questions to get to the bottom of it.

Always Respond

The one thing you always want to do is to respond and the key thing... to follow up.
Don't ignore bad reviews, instead, show that you care about the issue and have resolved it with a public response. Clients pay attention to how you react to mistakes and problems, and they remember the results.

So don't be afraid of replying, asking questions or letting people know that you are working on their concern.
This is not about debating or fighting with someone online. It's about analyzing the facts and making your business better.
AND... Make sure to follow up after to ensure your client is happy with the resolution of their issue.
They will be grateful for your commitment and ultimately remember a positive experience instead of the negative one.

Get More Good Reviews

And the best way to combat bad reviews? Get more good ones!
86% of reviews are usually 4 or 5 stars, which means that getting more positive comments is simply a numbers game.
But... What can you do to get more reviews?

Well... are you asking for them? Because if you are not directly asking your clients to give you a review, you need to make sure you and your staff do so!
And make the review process mobile-friendly. Send an email or text message a few days or weeks after their treatment to see how they are doing and with a link that they can open from their phone, to write a review.

You can also offer small incentives for reviews. Giving your clients a coupon for their next treatment if they leave their honest opinion, can help you get more good reviews. Since it's someone who wants to come back and take advantage of saving a bit of money, it is more thank likely that they'll tell you how much they love your services.

So there you have it, bad reviews don't have to be a stressful headache, they can actually help your business. If you have any questions as to how we help our clients handle and  generate more positive reviews using our proprietary software called PatientGem, visit our website or send us a message.

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This episode is being sponsored by PatientGem. Visit www.gopatientgem.com to get a FREE 2 Week Trial.

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Now, if you’re loving this content, we would be really grateful if you left us a review over on iTunes. Those reviews help other people find our podcast and they’re also fun for us to go in and read. Select “Ratings and Reviews” and “Write a Review” and let us know what your favorite part of the podcast is. Thank you!

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