Merge Insights  |  Jun. 29, 2017

When it comes to your customers online, you do not want to see them posting a bad review. However, the reality is that every business will have a customer complaint filed against them at one point or another. And if you do not address them immediately, they will begin to gain momentum in search engines and online review sites.

This is probably one of the most common questions I hear from physician practices. No one likes to hear criticism or bad news, especially when it is broadcast on the Internet for all to see.

While the temptation is to just delete the comment if possible, negative reviews can be relationship-building opportunities in disguise. They provide a platform to engage, to be human, to be transparent, to take accountability, to correct, and to repair.

So, how should you respond?

As much as possible, try not to engage in discussions of details; the last thing you want is to air your dirty laundry online, or get into a “he said, she said” situation. Respond in a non-defensive way that shows you’re listening, and whenever possible, take the conversation offline as quickly as possible.

For instance, rather than specifically addressing negative remarks, you could say, “Thank you for your valuable feedback. I would love the opportunity to talk with you about your experience in detail. Please contact me at your earliest convenience.” Where possible, having someone directly involved in the situation respond is preferable to having a customer service agent respond.

Once an issue is resolved, it’s always a good idea to ‘put a cap’ on the discussion. For instance, “It was great speaking with you, and I’m glad we could resolve this issue.”


1. Acknowledge that you have heard the complaint.
2. Apologize for their experience.
3. Reinforce your commitment to patient care, safety and satisfaction.
4. Diffuse the situation and take the conversation offline by offering a contact person and phone # to call.

Responding to negative reviews demonstrates that you care, that you value your current relationships enough to listen and to change if need be. And in this world of skepticism and corporate doubt, this level of attention and integrity can be both refreshing and powerful.

If you’re dealing with bad reviews, contact us to see how we can help you over power your bad reviews with good reviews.





2017-06-29T18:57:52+00:00 June 29th, 2017|Categories: HOW TO, MARKETING|