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Unfortunately, all orthodontic practices get negative reviews – we’ve all been there. Whether it’s as a result of a misunderstanding or you made a mistake (we know it happens), it never feels good. But a negative review can result in a number of helpful opportunities for your practice if you handle it properly. Our reputation management team at Ortho Marketing has some tips to help you turn that patient’s frown upside down. Take a look:

Keep it professional

We know it’s frustrating to receive a negative review, but trust us when we say: YOU HAVE TO KEEP YOUR COOL. One slightly negative review can blow up very quickly if your practice responds in an unprofessional manner. Breathe, and take a moment to absorb what motivated this patient to leave a negative review. If they were rude in their review, that’s okay – more opportunity for you to change their mind. If you’re snide back to them, it will only hurt your practice in the long run. Be professional, and set the tone for the responsibility you take on behalf of your practice.

Respond in a timely fashion

We should clarify one of our many mottos at Ortho Marketing:

Never let a review go unanswered.

You have to respond. Not responding at all shows a clear disinterest in bettering your practice and a lack of value for your practice’s opinions.

So, now that it’s clear that not responding isn’t really in your practice’s best interest, we can clarify what we mean by “a timely fashion”. After you’ve taken a deep breath and planned out your appropriate response, you should reply as soon as possible. The quicker and more thought out your response, the clearer it’ll be to this reviewer (and potential patients reading your reviews) that their opinions matter.

Show you care

We’ve sort of hinted at this here and there, but this is arguably the most important takeaway of this blog. Regardless of whether you feel you deserved this negative review, it’s essential that you demonstrate your appreciation of patient feedback. When crafting your response, keep a couple things in mind that will help get this point across:

  • Always apologize. Even if you don’t really think it’s necessary, an apology is a requirement.
  • If the review is due to a misunderstanding on the part of the patient, explain it. DO NOT just say they’re wrong.
  • If it’s at the fault of you, a staff member, or the practice as a whole, sincerely emphasize that you are doing what you can to remedy the issue. Explain, in as much or little detail as you deem necessary, the specific actions being taken to fix it.
  • Compensation is never a bad idea, but don’t do it right there in the response. If you feel the patient is entitled to a discount or reimbursement of some kind, refer them to email you for the details.

Talk to the Pros

As far as reputation management is concerned, handling negative reviews is one of the toughest concepts and one of the most important to master. If you are in need of a reputation management for orthodontists team that can handle even your toughest reviews with grace, or just want some more tips on reputation management for your practice, Presentation Multimedia is always here to help. For more information, or to schedule a consultation with our reputation management team, contact our pros at Ortho Marketing today!


Our team at Ortho Marketing are the experts in reputation management for orthodontists. At Ortho Marketing, we serve orthodontic practices on the international level. If you have any questions pertaining to website design, social media marketing, SEO, reputation management, Google Adwords, or PPC campaigns, or would like to get started marketing your orthodontic practice, contact our team at Ortho Marketing at: 914-788-1555 

Published in News / Blog
Tuesday, 09 May 2017 16:12

Sleepy Hollow Orthodontics

 Web Design, Web Development, SEO, Social Media, Reputation Management

www.sleepyhollowortho.com

Published in Recent Work

As experts in the orthodontic marketing industry, we understand that orthodontia can be busy and exhausting. Sometimes you just don't have time to sit down and read a blog post about how to get great reviews for your practice or why your practice should use Facebook Ads. We thought we'd make it a little easier for you to get the information you need to properly market your orthodontic practice without reading at all. Our team at Ortho Marketing has launched a podcast for all your orthodontist marketing needs!

What Will We Talk About?

We'll be including podcast topics in all the services we specialize, including:

  • Web Design
  • Social Media Marketing
  • Search Engine Optimization (SEO)
  • Reputation Management
  • Retargeting
  • Custom Apps
  • Google Adwords and Pay-Per-Click (PPC) Campaigns

Where Can You Find Our Podcasts?

To see all of our episodes, visit our official Spreaker Podcast Channel, or click on any of the topics below to go directly to any of our most recent podcast episodes:

Our Ortho Marketing podcasts are also available on iTunes - check it out!

You'll get all the info you need to successfully market your orthodontic practice in our podcast episodes. Have us playing in the background at home or listen to us on your daily commute. However you choose to listen, Ortho Marketing will be there to provide all the orthodontist marketing tips you'll need. To find out more about our newest development with podcasts, click here to visit our official podcast channel. For more marketing tips or to schedule an initial consultation, don't hesitate to contact Ortho Marketing today!


The team at Ortho Marketing are the experts in orthodontic marketing. Ortho Marketing serves orthodontic practices on the international level. If you have any questions pertaining to website design, social media marketing, SEO, reputation management, Google Adwords, or PPC campaigns, or would like to get started marketing your orthodontic practice, contact Ortho Marketing at: 914-788-1555

Published in News / Blog