{"id":3088,"date":"2022-03-01T08:00:26","date_gmt":"2022-03-01T08:00:26","guid":{"rendered":"https:\/\/prospectamarketing.com\/?p=3088"},"modified":"2022-03-01T08:00:26","modified_gmt":"2022-03-01T08:00:26","slug":"respond-negative-reviews","status":"publish","type":"post","link":"https:\/\/dev.prospectamarketing.com\/?p=3088","title":{"rendered":"Should I Respond to Negative Reviews?"},"content":{"rendered":"

\"Man,Hand,Showing,Thumbs,Down,And,One,Star,Rating,On\"At ProspectaMarketing, we know mistakes happen. Sometimes, a patient coming to your dental practice has to wait an undue amount of time, runs into a scheduling issue, or is simply unhappy with treatment.\u00a0If you have been closely monitoring your reviews, as we’ve detailed in our previous blog posts, the possibility of a bad\u00a0one might be making you cringe.<\/p>\n

We encourage you to see this as a positive moment. But in order to take full advantage of it, there are some things you need to accept. Yes, the customer is dissatisfied with the service you’ve provided. Most likely, they are going to leave a review.\u00a0And yes, there’s a high probability that\u00a0people will see the review.<\/p>\n

According to BrightLocal’s 2022 Consumer Review Survey, 98% of people at least “occasionally” read online reviews. 77% of consumers ‘always’ or ‘regularly’ read online reviews.\u00a0The percentage of people ‘never’ reading reviews, on the other hand, has dropped to an all-time low of 2%.\u00a0Furthermore,\u00a07% of people leave reviews for bad experiences, and a whopping 33% leave them for good AND bad experiences. So patient feedback counts for a lot!<\/p>\n

It’s easy to tell what this means: If you have any sort of digital presence, chances are people are reading your reviews in order to choose between your practice and a competitor, and bad reviews will lead them to ignore your practice, if no action is taken.<\/p>\n

What To Do About Bad Reviews<\/h4>\n

This can be alarming if you have any bad reviews, as the first thought is\u00a0that a massive amount of people will see them.\u00a0Indeed,\u00a0online reviews play a major role in creating and maintaining consumer trust\u00a0in the healthcare industry. 83% of those polled indicated that reviews played a ‘very important’ or ‘important’ part in their choice of healthcare provider.<\/p>\n

But here’s the good bit: you can turn it around! The same survey details that 80% of\u00a0consumers will leave a positive review if they initially had a negative experience, but it was turned into a positive experience. There’s no better way to curtail bad reviews than by having the same customer leave a good one that states how their\u00a0issues were fixed during a\u00a0follow-up\u00a0appointment.<\/p>\n

Our suggestion is to always read<\/strong> negative reviews in order to ascertain what went wrong. Don’t write them off as occasional messages from disgruntled customers that are simply pouting. Learn from them. This way, you can ensure the problems never repeat and the patient leaves positive feedback\u00a0following\u00a0future appointments.<\/p>\n

But should you respond<\/strong> to negative reviews? BrightLocal says yes! Respond to all reviews, positive and negative. When asked which factors\u00a0of\u00a0online reviews would make them feel positively about a practice, 55% of people said that the business owner responding to the review was vital. Similarly, when asked how likely they were to use a business that deals with responses in a variety of ways, 89% of people said that they were ‘highly’ or ‘fairly’ likely to use one that responds to all reviews.<\/p>\n

How To Respond<\/h4>\n

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