Dealing with Negative Reviews: How to turn an unsatisfied patient into your biggest advocate (and get some free marketing)

//Dealing with Negative Reviews: How to turn an unsatisfied patient into your biggest advocate (and get some free marketing)

Dealing with Negative Reviews: How to turn an unsatisfied patient into your biggest advocate (and get some free marketing)

With the rise of social media and online review sites, word of mouth is becoming more important to chiropractic business owners than ever. It used to be that an unsatisfied patient could badmouth your clinic to their friends and family, but that was the extent of the damage they could cause. Now, an angry patient can blast their complaints across the internet, potentially scaring off future patients from ever giving your business a chance.

Bad reviews happen to every business, but as the owner of a chiropractic clinic, you can actually harness the power of these bad reviews and turn angry patients into your biggest advocates. The following steps will walk you through what you need to do to turn this potentially negative situation into a positive one. There are two main benefits behind the following technique. First, you will make things feel right for the patient who felt wronged. Second, you will publicly show others that you take the satisfaction of your patients seriously. 

Here is how to turn bad reviews into positive online marketing for your chiropractic clinic:

  1. Address bad reviews and comments as soon as possible. This means that you should be monitoring your online reputation so that you can quickly respond to any negative feedback. When you respond quickly to problems experienced by patients, you are demonstrating that you listen to your customers and care about making things right for them. Some helpful services for monitoring what people are saying about you or your chiropractic clinic online include: SocialMention, Google Alerts, and Trakur.
  2. Reply to the negative comment or review by offering to right the wrong. Be willing to take responsibility for the bad experience, even if it wasn’t your fault. Introduce yourself as the chiropractor or chiropractic staff member and let the reviewer know you value their opinion and are sorry to hear that they weren’t completely satisfied with their visit. Most importantly, offer them a comparable service for free or at a deep discount to show that you will do what it takes to make things better. Look at this step as an investment. Your quick response and willingness to make things right will show other potential patients that your chiropractic clinic is a step above the competition. 
  3. After you have responded to the bad comment or review, wait a few weeks and publicly follow up again with the patient to make sure that you have adequately addressed their needs. This step is crucial because it will really lock in the fact that you truly care to both the reviewer and anyone who sees the online exchange. 

This three prong approach will turn an angry patient from a complainer into your biggest advocate. Instead of publicly putting your clinic under fire, they will now be bragging to all their friends and family about what a great chiropractor you are. Even better, anyone who sees your quick response to the negative review online will feel like they can trust your clinic to provide the chiropractic care they need.

Ok, now that you have responded to any bad reviews, the next step is to start preventing bad reviews in the first place. There is a technique used by the pros to prevent bad reviews, while also generating good reviews for your clinic. This technique is simple and only involves following up with your patients by email after every appointment. First, make it easy for your patients to leave reviews by making sure your clinic has a business profile at popular social sites, such as Yelp and Facebook . Then, when you are following up with patients by email, ask them to leave an online review for your business (with links to all your online review profiles) and make sure to inquire if they had any problems during their visit. This sort of strategy will help prevent most bad reviews from ever reaching the internet since an unhappy patient is much more likely to contact you directly if you ask them about the quality of their chiropractic visit. The fact that you make it so convenient to leave reviews will increase the likelihood that your satisfied patients will go online and talk about how chiropractic care at your clinic has improved their life. 

Would you like to start generating more reviews but are overwhelmed with all the different review websites and social services? Want help linking your website up with places patients can leave you reviews? At ChiroMatrix, our Premium and Elite marketing packages are specifically designed to help chiropractors market their business effectively online, and our marketing geniuses will do all the work for you, including helping you get set up on multiple online review websites. We will even create a "Share Your Experience" page on your website for you, making it easy for patients to leave reviews for your business. Interested? Contact ChiroMatrix today!

By |2018-10-18T16:13:10+00:00July 29, 2011|Reputation Management|Comments Off on Dealing with Negative Reviews: How to turn an unsatisfied patient into your biggest advocate (and get some free marketing)