How To Manage Negative Feedback

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We live in a time of interconnectivity and engagement, much thanks to the wonderful world of social media. Online engagement and client feedback is rapidly becoming increasingly important, especially as customers turn to online sources to find reputable practices and reviews.

It is 2012, and word of mouth now travels at the speed of light. We are no longer just telling our friends and neighbors about our experiences, we are telling the world. You probably know it is important to track and manage your online reputation. You have to listen, provide customer service, and be a part of relevant conversations. But every so often, you come across a negative review and you are not sure what to do.

Worry no more, we are here to help.

Here is a quick go-to guide for online interaction and engagement:

QUICK RESPONSES
People have a tendency to want things now, and the online world is no different. Clients looking to interact expect urgency and immediacy. For a busy practice, urgency and immediacy is linked to surgery and treatments, not social media. While you may not be able to respond immediately, still let the clients know that you have received their feedback and will get back to them later. This should also take care of “me too” comments from clients running into the same problems.

BE GOOD
This might sound obvious, but unfortunately, it´s not. When faced with negative feedback, it is easy to lose your cool. Here´s our advice; DON’T.

Don’t ever take negative feedback personally, or respond if you are upset or angry. Few things will be more damaging to your practice and personal brand than nasty online interactions. Instead, be good. Be professional, human, personable, and professional. You might not agree with the criticism, but you have to remember that the world, and not just the individual client, will be able to see the way you respond to negative feedback.

SHARE THE FACTS
Sometimes patients are misinformed and share inaccurate information. Luckily, because of your incredible training, impeccable reputation, and invaluable experience, you will be able to counter inaccuracies with facts. Just make sure to go after the misinformation, and not the messenger. Don’t ever make it personal.

TURN NEGATIVES INTO POSITIVES
A single bad review from someone who has unrealistic expectations or an ax to grind is not a big deal. In fact, chances are good people will think it says more about the reviewer than it does about you.

If you receive several bad reviews on the same subject, it’s a different matter entirely. If 3-4 people complain about how long they waited, you have a problem that needs addressing. Thank the reviewers for their feedback and make sure you explain how you are fixing the issue. It is a great opportunity to turn a negative into a positive, and show your clients that you take their feedback to heart.

THE ECHO CHAMBER
Social media is an echo chamber with almost unlimited potential and reach. You might respond to a single review, but the audience is always likely to be much larger than you could ever imagine.

While you might disagree with the feedback of a patient, it is important to remember that potential clients will review the way you handle customer service complaints. You have to maintain a professional and respectful tone online, even if it can be difficult at times.

If you need helping managing your online reputation and reviews from patients, contact Goldman Marketing Group!

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