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Posted on 07-16-2014
Social media is a great place for people to communicate with local chiropractors. Part of that communication often includes leaving both positive and negative reviews about chiropractic services or products. In this blog, we will look at how a chiropractor can best respond to both positive and negative reviews on social media.
Positive reviews on Yelp, Facebook, Google+, Twitter, and other social networks are great for instilling trust in potential patients and improving your conversion rate.
When you do get a positive chiropractic review online, don’t just high-five your staff or pat yourself on the back for a job well done. Respond! Reply to the social media user who left you a positive review, offering thanks for the positive review and letting the patient know how pleased you are that they had a good experience.
Even for the most patient-centric chiropractic practice, a bad review is inevitable. Remember the saying, “You can’t please all the people all the time”? Well, it’s definitely true when it comes to online reviews. The great news is that most online users understand this and expect to see at least a handful of negative reviews in the mix. The bad news is that you can’t delete reviews, so the negative review will remain visible unless the user deletes it. If you do get a negative review, don’t panic. There are steps you can take to mitigate negative responses to your services.
First, craft a professional, polite response to the negative review. The quicker you respond, the better, but don’t rush it! If you need to look into the complaint (i.e. error in billing, problem with a staff member, delayed appt, etc.), do it prior to responding. If you determine the review is accurate, take steps to rectify the situation and respond with the resolution you intend to follow through on. If you find that the reviewer may have fudged the details, create a thoughtful, understanding response clarifying the situation. Never, ever, ever say the reviewer is lying because this will reflect poorly on you as a practitioner. Simply explain the several outstanding factors and add in some additional information for clarification purposes. Be sure to include specific contact information for resolving the issue if it can’t be handled in a response on social media.
Next, start soliciting reviews from satisfied patients. You don’t have to let them know you got a negative review, just let them know you’d love for them to share their positive experience online.
Lastly, continue to monitor your social media and post regular engaging information to keep your audience interested.
For more information about managing reviews on social media, check out our latest webinar, “5 Ways to Deal with Social Party Crashers.” Get tips for managing your chiropractic reputation on social media. Call 1-800-462-8749 to schedule your personalized consultation today.
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