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Negative Reviews

Exit forum ID Forum Discussion Negative Reviews

This topic contains 7 replies, has 6 voices, and was last updated by   Brandon Cohen DC, CSCS October 25, 2019 at 9:11 pm.

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  • #8232

    Brandon Cohen DC, CSCS
    Participant

      Hey folks, it is me again.

      Seeing I received my second negative google review today (the first one being a random one-off from someone who was unidentified that gave 1-star reviews to everyone in a networking group I belonged to), I’d like to go through some best practices on how to respond to them.

      First I get that negative reviews are not personal to us, but the person probably took things personally.

      Most people who leave negative reviews feel unjustly dealt with and I feel sorry for them if the best thing they can do is leave negative reviews.

      Also, I understand that the response to the negative review is more for the other people reading the reviews and not for the person who wrote it.

      Anyhow, here’s the link

      I want a thoughtful response, I had my receptionist draft it, and here’s what we have so far.

      Thank you for your feedback. We do appreciate it. I am sorry that your experience was difficult and unpleasent. It is our desire to help everyone in pain, but we also realize that we cannot help everybody and not everyone is a good fit for our office. We do not want to waste your time or ours by scheduling consults and appointments for people who would be better served elsewhere.

      For this reason, we ask a series of questions to prospective patients to determine whether or not this is where you belong. If the criteria are not met, the receptionist might recommend you seek treatment elsewhere first.

      We also apologize for the confusion about the name of the practice. We are a Soft Tissue and Chiropractic office and specialize in soft tissue treatments. More information about what that means can be found on our website where we recommend people go to learn more.

      Again, thank you for your feedback. We are always working on making the experience in our office better for our patients and prospective patients. We will work on making that process easier and clearer.

      Have a great day.

      Thanks folks, let me know what you think.

      #8233

      Cody Scharf, DC
      Participant

        I think that is a reasonable and professional response to that review. NEgative reviews will happen, especially with the crowd that “wants it now.” They are unreasonable to begin with. The good news? Patients looking for answers to their pain wont be bothered by a negative review.

        #8234

        Doc Nina
        Participant

          I agree with Cody that the response is reasonable and professional. The review is negative, in my opinion, because the potential patient simply was unable to understand, for whatever reason, what you/we do and why. When potential patients call us and are confused by the fact that we are Chiropractors but don’t rack and crack… we also tell them that yes we are trained and licensed Chiros, but we focus on soft tissue work in our office. Chronic pain makes people cranky.. maybe this person was just not able to hear what your office assistant was attempting to tell them. I don’t think you all did anything wrong or negative based on the persons review, just seems like a miscommunication. I also agree with Cody that a patient who is really looking for answers to their pain will not even consider this negative review because it has nothing to do with your treatment or results.

          #8236

          Carl Nottoli, DC
          Participant

            It makes you look more credible and that you’re not trying to please everyone, but rather fix them.

            I read through a lot of the other reviews so it’s inconsistent with everyone else’s experience. I smart patient that shows up in your office will see through that. I am honestly a little frustrated we have no reviews that are less than 5. It can look fabricated instead of authentic.

            The other you have from Steve Petruski turns out to be a 1 star troll. I clicked on his name and he has a streak around a year ago of doing this to businesses that he has never been a client.

            #8241

            Adam Holen D.C.

              Take this one on the chin, respond appropriately. One thing I’ve read about responding to reviews is to acknowledge their issue and mention addressing it going forward. That way future patients read that as a positive overall. For someone to leave a negative review and be on the phone for 20 minutes without ever coming in says a lot about this person’s character. That being said and as promised, I’ve attached our initial call-template PDF to this forum post. When we practice initial calls, I have Erin following this and reading it during our downtime so that she relies on it less and less. For you, or anyone who happens to take a look at it, any suggestions/corrections are welcome because if there’s a better way to handle any situation, I’m all for it.

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              #8244

              Brandon Cohen DC, CSCS
              Participant

                Thank you, everybody, this is all very helpful.

                I am not really that concerned with the negative review, I just wanted to make sure we responded in a reasonable manner.

                Having my receptionist go through the process has been good. She made some more adjustments to it based on some recommendations here, and its always hard to deal with unreasonable people.

                To fill it in a little for everyone, The caller refused to give a name when asked and kept saying, “I just want to schedule an appointment.” She also insisted that she wanted a chiropractor and that chiropractic is covered by her insurance so she’s not worried about that. Each time she was redirected to relevant information, location, chronicity, etc she gave vague answers like “my back hurts” and “for a while.”

                Each time Lisa would try and see if she qualified she would say, “I just want to schedule an appointment, how do I do that.” She was on the phone with her so long that she was put on hold twice to process patients in the office both checking in and checking out. Lisa was just about to tell her that she should probably try something else first, whe she put her on hold the second time. The second time on hold, she hung up.

                Some people are just terrible, I heard parts of the conversation a couple of times as I was in and out with patients, and Lisa was more than patient and pleasant with her. She was not a good fit for our office and proved that to herself.

                I truly feel sorry for people like this. They have to go through life being difficult and feeling victimized to the point that they spend time writing reviews like this. I’m just sorry she doesn’t have a good story to tell at parties about the experience.

                Nina and Cody, thanks for the input, those are mostly my thoughts as well.

                Carl, if you want I’ll write you a negative review.

                Thanks, Adam for the flowsheet, it looks similar to what we have too.

                #8247

                William Brady, DC
                Participant

                  Great info. Adam that flow chart looks great. Thanks for providing that.
                  I am always all over my staff for trying to be “too helpful” to customers that exhibit red flags early in the conversation. Your staff has to know it’s not “mean” to determine if you are a qualified customer and then if not, to politely end the call. 20 minutes on the phone is an eternity! Especially when they wouldn’t give you their name. The conversation should have never passed this hurdle. “Without getting your name we can’t take any other steps today. Would you like to provide me with your name?” “No.” “I have to end the call now. Have a nice day.” The remaining 19 minutes of that call only generate friction and frustration for all involved. You can’t reason with unreasonable people but you can disengage. The flow chart needs to have ‘disengage’ for the rare instances where someone is just bizarre.

                  This is less likely to result in a bad review. There isn’t enough time to generate investment in the outcome of the conversation. They can just call another doctor and bother them.

                  #8275

                  Brandon Cohen DC, CSCS
                  Participant

                    Thank you, we have instituted an “out clause”

                    We now start this early in the call.

                    “We want to make sure you are a good fit for our office, can I ask you a couple of questions to determine if this might be the right place for you?

                    That’s a start, I have a great receptionist now, and she wants to be very helpful….as we have seen.

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