By Nancy Hyman
Little works more effectively in persuading potential patients than the word-of-mouth, first-hand account of a review. And the proper response, especially to the negative, often proves critical to a practice’s ascent. Sure, if every comment about your practice was a testimonial rave, you could simply sit back soaking up the praise and press forward. If everyone was 100% satisfied, there’d be little here to expound upon. Contrary to the common assumption, the negative review provides that profound moment where you can absorb and diffuse it, making that quantum leap into new strata. Dissatisfaction can come in an array of forms, but preparation for such assaults is more likely to shell out dividends. Rehearsing and reviewing a tactical approach with room for variation will help.
Suggestions for Your Counter-Response Handbook
Every setback, in the way of negative commentary on Internet sites, is a critical and decisive moment you will face in your practice. Not every customer will be satisfied. But if you get in there, prepared and ready to tackle any potential setback, the orthodontic's practice you've worked so hard to build can continue to thrive.