Have you ever gotten a bad review? We haven't had too many problems over the years, but I had two bad situations lately! One bad review came from an employee. We had hired her, she complained all day for 3 days, so I let her go. Then, came in a bad Google review, bad Yelp review, Facebook posts, and more fun.
The other situation was when we had a new patient gift certificate free exam mailer. A patient gave it to another patient. When they came in, the staff told them it's for new patients only. Exactly what was stated in the certificate, and even offered a discount, but not free. Then again, came in another bad Yelp review, social media posts, etc.
So, what did we do? Well, the best strategy is to be proactive. We have over 150, 5-star Google reviews. Essentially, we stock up on reviews, so if a bad one comes in, it looks more like an issue with he reviewer rather than the business. So, get your 5-star reviews now, before you need them.
The next thing we do is report them. We had our whole team report the Google review. Since it wasn't a customer, it was down in the morning. No harm, no foul.
Now, if it's a legit complaint, unlike my BS ones, you should answer them: "Sorry for the long wait, we strive not to be butt holes, but sometimes it happens," etc.
In the end, the best offense is a good defense.
To learn how to get more Google reviews and to build your practice, check out my 5 CD chiropractic practice mastery course, sent via real mail: https://www.drjamesfedich.com/online-shop/chiropractic-practice-mastery-course-by-dr-j.