Unfortunately, one of the questions I get from Gem's Family members more and more often is how to respond to a terrible review left by an irate patient.

The internet presents awesome opportunity.

It can help us in so many ways. But it also has the power to cause massive rapid damage if you let it. In the old days if a patient was ripping mad at a dentist the old adage was, "A happy patient will tell a friend and an unhappy patient will tell 10 friends."

Even 10 people hearing how terribly you treated for Mrs. Jones was cause for concern. Today an unhappy patient can tell hundreds if not thousands through Instagram, Twitter, Facebook and beyond. And then there's Yelp and Google!

Should you respond to the review at all? 

Although there may be instances in which you are better off not responding, in most cases it's in your best interest to respond if it's done correctly. Of course, if you respond in such a manner that gives readers the feeling that you lack empathy and understanding for your patient's situation and concerns, it will be worse than not responding at all.

Prior to posting your response you should run it by your attorney. Be sure your attorney is aware that time is of the essence. The sooner you can craft and post an appropriate response to a bad review the better off you will be.

The PRIMARY REASON you are posting your response is for DAMAGE CONTROL. Your response is written for the benefit of:

1. Your EXISTING patients who may happen upon the bad review and
wonder about YOUR side of the story, and

2. PROSPECTIVE new patients who don't know you from Adam...
and are considering coming to your practice.

There are 4 Critical Elements of an Effective Response

In this episode you'll discover all 4...

Links in this Episode

Gems Family members, go to the Gems members' website, www.InsidersCircle.com and search "082 COUNTERMEASURES TO NEUTRALIZE BAD ONLINE REVIEWS". You'll find my video team training plus the actual responses I wrote... a response from which you can "SWIPE" the next time you are faced with a terrible online review.

www.GemsAreEasy.com/podcast 

Forget about just trying to “survive…” If you want to thrive in the face of insurance PPO bullying, attract more new patients, hire and keep the best team members then Gems Insiders’ Circle is for you. If you want to work less while making (much) more money, enjoy all the benefits of Gems family membership with NO LONG-TERM commitment (Platinum membership is month-to-month).

www.FreeGiftFromTom.com/podcast

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