10 tips to deal with bad reviews

One of the most interesting phenomena on the internet is the extreme reactions turned into jokes or traps that people sometimes launch. This is seen in the interaction between people, but also in different groups or even in posts on social networks from businesses, institutions and others. This way, your site can end up full of bad reviews. The so-called “trolls” spend their time publishing provocative, inflammatory or negative information, which may not be true, with the purpose of damaging individual or institutional reputation. Similarly, some users invent “fake news” to generate misleading, false or negative influence. The good thing is that the majority are always positive and good faith comments. But when you need it, we leave you 10 tips to deal with the so-called trolls that abound on the internet.

1. Show your face and be proactive. First, it is important to have a system to control notes and posts. The best thing you can do is work to consistently provide a great patient experience and inspire and encourage positive feedback. But if an unavoidable “bad review” appears, look at it objectively and determine what might have caused it. This could be a very important sign of a problem that needs attention. Act quickly when and where necessary.
2. Silence is not a good answer. Reply something as soon as possible and always something that is positive. A lack of response shows a lack of interest. Provide a note of concern, even saying something like “sorry for the inconvenience, the matter is being investigated immediately.” Then follow up with an action response as quickly as possible.
3. Accept the problem and apologize. Negative criticism and feedback often starts with someone being sorry. Regardless of their complaint, their annoyance begins when they feel they have been ignored, belittled, or feel an attitude of indifference. There may be more, but acknowledging your feelings is a huge advantage in many situations. A study of YELP issues shows that about a third of negative reviews can be changed to positive, simply by responding and allowing the customer to be heard.
4. Offer two or more positive solutions. There are times when the client may not “be right.” However, it is helpful to suggest several ways to resolve your problem, remove the center of the controversy, or generally calm your emotions. Often the most troubling concerns have a relatively simple solution. Make good decisions and do the right thing.
5. Watch what you say and how you say it. There can be a strong temptation to respond to a critical comment with a heated response. Avoid continuing to fuel the fire; Don’t seem angry or defensive. Don’t make it personal; Be kind, positive, professional and polite. State the facts without blaming or pointing fingers. Use natural language. Above all, avoid repetitive or template posts.
6. Start a private conversation. Some problems are too difficult, sensitive or complicated to be resolved online or through short comments. When warranted, offer to discuss and resolve the problem privately and in a more personal way. People appreciate the attention (and sometimes confidentiality) when you work out the details privately.
7. Beware of a troll or fake review. It’s rarer in healthcare, but don’t get involved with a person who just wants to complain constantly…they’re there to fight, not get a solution. Don’t let things escalate. Let’s hope you never meet someone like that.
8. Routinely encourage your clients to leave online reviews and comments. The main reason patients don’t offer reviews is because they don’t know how to ask for them. It is often also helpful to provide instructions on where and how to do this.
9. Do you feel like filing a lawsuit? There are times when an online comment or bad review can be extremely aggravating.** A “doctor-patient-for-bad-review” lawsuit typically takes a lot of time, resources, and brings with it a lot more bad reputation. Carefully consider other options.
10. Contact the review site. As a helpful resource, contact the review site itself and review their policy on removing a negative review. These sites often publish their policy, but they tend to be difficult to find. And most important of all, don’t worry. These things happen, no one can keep everyone happy.