Patient reviews could make or break your business. A good review from a well-known person could act as free publicity and thus bring more and more people to you, and a negative review could potentially bring your business down. That is how strong they are. As a business, you should be able to deal with negative reviews well to ensure they don’t bite you in the back. Find more information here.

Acknowledge and Apologize

Even if you don’t agree with the patient’s sentiments, it won't cost you anything to just express how sorry you are. Acknowledge the patients and their concerns. Address them by their name and, most importantly, show them that you understand whatever they are voicing. Be sincere, take the high road, and explain that you are sorry for the inconvenience. See here for information about Dental Marketing Mistakes You Should Try and Avoid.

Provide an Explanation and Not an Excuse

One mistake you can make is trying to give excuses. This, in a way, shows that you are brushing off the patient and becoming defensive. Avoid that. You need to be civil and tactful with your words and hope to arrive at a resolution.

Discuss the Matter Offline

Follow things up offline. Make sure that the patient feels important and that their comments have been acknowledged and pledge to correct that in the future.

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