How Dental Practices Should Respond to Negative Google Reviews

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How to Respond to Negative Google Reviews

1. Identify the Negative Review
   • Look up the reviewer in your system to verify if they are an actual patient.
   • Determine if there was a mistake on your end that needs to be acknowledged.
2. Crafting Your Response
   • If there was a mistake, admit it and express a commitment to improving.
   • If you disagree with the review, consider different response approaches:
     • Politely invite further discussion to resolve the issue.
     • Politely disagree without specifics due to privacy regulations.
     • Politely wish them well in finding a more suitable provider.
     • In rare cases, respond more assertively while maintaining professionalism.
3. Consider Response Patterns
   • Check for patterns in negative reviews to address systemic issues in your practice.
   • Respond not just for the reviewer but for potential future patients reading the review.
4. Levels of Response
   • Decide on the appropriate level of response, considering legal action for extreme cases.
   • Maintain a professional and non-petty tone in all responses.
5. Importance of Responding
   • Even if the response is generic, it shows attentiveness to feedback and a commitment to addressing concerns.
   • Demonstrates to potential patients that you take feedback seriously and are proactive in resolving issues.
6. Conclusion
   • Responding to negative reviews is crucial for managing your online reputation.
   • Show professionalism, willingness to address concerns, and a commitment to improving patient experience.

Client Spotlight
Nelsen Dental Excellence - Charlotte, NC
Website: https://charlottedentist.org/
GBP: https://g.co/kgs/7jVYxuV

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