How to Handle a Negative Review Online

Social networking sites offer great marketing and branding opportunities. Not only can you showcase your practice and dentists, but satisfied patients can go online and tell the world how happy they are with their brand new smile. But what about the unhappy patients? Is it worth participating in social media if it means that you may be opening up yourself or your practice to negative reviews?

I believe that reputation management is a main reason for joining social networking sites, not against using them. First, unhappy patients can easily review your services on sites like Yelp.com, whether you are a member or not. And if they are talking about you on Facebook or Twitter, the only way you’ll know is if you’re on there too.

Don’t be afraid of negative reviews – face them. If handled properly, a less than flattering review from a past patient can help you more than it hurts. Use these types of comments to make your practice look even better by showing how much you care about patient satisfaction. Respond to the review (publicly or privately) in a manner that demonstrates your commitment to excellence. Apologize to the patient; offer a remedy to the situation; go above and beyond.

If you respond to the review in a professional, compelling manner, you will not only save your relationship with an existing client, but you may pick up some new ones.

Social Media Marketing and the Economy

Even in the toughest of times, people still care about their smile. While the recession has certainly taken its toll, a new web marketing strategy has emerged for cosmetic dentists.

Numerous reports are stating that the downturn of the economy is directly impacting the growth of social media marketing. More and more often, people are relying upon free websites such as LinkedIn and Facebook to help decide which dental practice is best for them. This, in turn, has led to a trend in utilizing these sites as a marketing tool.

Having profiles on various social sites allows potential patients to become familiar and comfortable with your practice and demonstrates that you have nothing to hide. It provides satisfied patients with the opportunity to express how pleased they are with their pearly whites, which undoubtedly resonates with potential patients considering your practice. Reviews and recommendations are an incredibly effective, and inexpensive, way to generate leads.