It’s great news when people use social media to voice their satisfaction for your chiropractic business. Unfortunately, the online voice that social media provides also leaves room for those who may not have had the best experience or for people who wish to go online to complain. What is the solution when you receive negative feedback on your social media business pages? There are strategic ways to deal with negative feedback and turn it into a positive for your business.
Accept the Criticism and Maintain Professionalism
It may sound harsh, but constructive criticism can honestly be helpful. As a chiropractic business owner, a negative review or feedback may sting a little, as it should! While your immediate response will be to defend your business, take a minute to try to understand the message the person is conveying before responding. It is best to base your response on facts and focus on positive aspects of your business and services versus sending a message that stems from a purely emotional reaction.
All Responses Are Not Created Equally
Responding to negative feedback should be handled on an individual basis. You cannot have a one size fits all mentality, but if you feel that criticism received is inaccurate or unjust, make sure to keep your response professional. You want to avoid getting into an online argument; in specific cases, taking the conversation offline is a better idea. Respond with a private response for these cases similar to the example shown below (source: http://www.marketingzen.com/responding-to-online-reviews-without-causing-a-scene/).
Also, depending on the content of the feedback, you can flag the review to be removed depending on which social media site it appears on. Keep in mind that a negative response to a review or feedback can reflect poorly on your business and can add unwanted value to the original criticism.
Focus on the Positive and Say Thank You
Remember that when someone decides to leave a message for you whether it is a positive or negative one, they want you to read it and in the majority of cases, they are seeking a response. Remain consistent in your response time and make sure to thank the person for their feedback and address to any of their complaints or concerns specifically.
You will find that people will give feedback that may have both a negative and a positive message. Acknowledge the negative, but keep the focus on the positive. Provide a solution which will encourage the client to come back for a return visit to your practice.
We all know that negative feedback is never fun, but when it comes to running a business it can be inevitable. Hopefully, with these tips, you will be better armed to respond in a positive way and create a favorable outcome out of a negative situation.
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