How to Respond Positively to Negative Dental Patient Online Reviews

  • By Betty Hayden
  • 15 Aug, 2017

You can be sure that many of your patients and potential patients are reading online reviews about your dental practice. In fact, over 85% of patients will look at online reviews before scheduling a doctor’s appointment.

 

Clearly, positive online reviews are beneficial to your practice growth. Be sure to quickly acknowledge and graciously respond to all positive online reviews about your dental office.

However, despite your best intentions, negative reviews do happen from time to time. How do you respond positively to negative online reviews?

1.      Take a breath. Read the review a few times to be sure you understand it correctly.

2.    Is there any truth to the negative review? Make any changes necessary to improve. Remember, “Your most unhappy customers are your greatest source of learning.” ~  Bill Gates  

3.    Think before you speak or in this case, before you type out a reply. Don’t get defensive. It’s important to understand this fact, your patients and potential patients will watch to see how you respond to a negative review. Your goal with your online response is to acknowledge the patient’s complaint and to show your willingness to make amends. So you do want to respond fairly quickly.  

4.    Keep your reply short & simple, without violating HIPPA compliance (ie; avoid any details specific to the patient). An example response, "Thank you for bringing this to our attention.  I'm sorry to hear about your bad experience with us.   W e strive to take great care of our patients. Please call our office so we can address your concerns." Once you’ve replied, take the discussion offline. Do not engage in an online debate.

5.    Call the patient. Listen carefully to their concerns and see how this issue may be peacefully resolved. You might be surprised to learn that many patients will remove their negative review once they feel their issues/concerns have been respectfully heard and addressed.

6.    If the negative review remains online, BURY IT. Bury it with plenty of positive reviews! Encourage your current patients to leave online reviews about their positive experiences.

 

Don’t allow a bad review to get you down. Continue to work at building your positive online reputation as the go-to dentist in your community.

If you’re actively seeking powerfully effective solutions to grow your dental practice, you’ve come to the right place. Let Target Dental Marketing Consultants partner with you to create a business-building marketing system that will help you to:

·      Define and target your ideal patient!

·      Develop dental service packages that increase sales and profitability!

·      Create a niche branding strategy which makes you truly unique and memorable!

As a special “Get Acquainted” offer, we’re giving away a free Marketing Health Check, valued at $99. Click here to accept your free dental marketing evaluation.

By Betty Hayden 18 Sep, 2017

Hosting a Halloween Candy Buy Back Event in your dental practice is a great way to not only reach out to potential new patients in your community but to exceed your current patients’ expectations.  A Halloween Candy Buy Back allows for children to donate their excess Halloween candy in exchange for cash or prizes. It’s a fun, practical, and fairly simple event to host.

Here are a few ideas to help get you started:

Decide which organization you will be donating the candy to. Many offices choose Operation Gratitude.

Event Options:

 

  •   In-Office – Host a weeklong event where children can drop off candy during office hours or select one day/evening after Halloween to host a fun candy buy back event.

 

Or you can do this:

 

  • Team up with a local school(s) and set up collection bins in each classroom where the kids can bring in their candy and the classroom with the most candy wins a gift card or get a local pizzeria to donate pizza for a classroom pizza party for the winning classroom.

 

Advertising your Candy Buy Back -

·        Facebook Event

·        Facebook Live Video

·        Social Media Platform Posts

·        Website

·        Flyers

·        Press Releases

·        Emails/Texts

·        Encourage your employees to share event information with their friends and family.

·        Visit local businesses with event flyers

 

Strategic Business Alliance Opportunity –

Contact local businesses for donations of gift cards, prizes, and/or cash that can be given out in exchange for candy. In return, you will promote their business on your event advertising materials and social media posts.

Supplies –

·        Scale

·        Containers/Boxes

·        Flyers

·        Prizes/Cash

·        Imprinted Toothbrushes

·        Camera/Video Camera

By Betty Hayden 18 Sep, 2017

October is the start of your fourth and final quarter of the year. We’re sharing some Practice Management & Marketing Tips and Ideas to help you make this your best quarter yet.  Ideas that when implemented can help to increase production, boost team morale, exceed your current patients’ expectations, and bring in new patients.

Here are some tips and ideas for the month of October:

End of Year Dental Maximum Renewal Reminders - Get your letters (& phone calls) out to your patients reminding them to use any insurance benefits they have remaining for 2017 to complete any needed treatment or for their continuing care hygiene appointment before their maximums expire at the end of the year.

 

Customer Service Week – October 2nd   -6th    “Customer Service” that is your theme for your next team meeting. Discuss with your team ways that you can continue to exceed your patients’ expectations by delivering excellent customer service.

 

National Face Your Fears Day: October 11th - Opportunity to share on your social media pages what you do in your practice to help make dental visits more comfortable for the fearful patient.

 

October 16th  is   Boss’s Day – Plan now to make this day special for your boss(es).

 

National Dental Hygiene Month  - This is a great reason to promote sales of electric toothbrushes, home-care tools, adult fluoride and even sealants.

 

National Orthodontic Health Month   - Use this as an opportunity to promote Braces/Invisalign.  This time of year people are thinking about gift ideas and want to get their smile camera-ready for the holiday parties they’ll be attending.

 

National Book Month -   Host a book drive for new and gently used books that will be donated to the local library, schools, or families in need.

By Betty Hayden 19 Aug, 2017

What happens when a potential new patient calls your dental practice? Do your team members consistently give them a great experience?

 

Knowing how to successfully answer the dental office telephone must be given top priority. Why is this so important? Simply put, you never get a second chance to make a great first impression. All of your marketing and advertising leads people to the phone first.  You’ve invested time and money to get the telephone to ring. Don’t miss out on the privilege of giving your callers a great first impression.

 

Here are 10 tips and ideas to help you give your callers a great experience…

 

·        Training – Entire team should role-play effective telephone etiquette and scripting.

·        Answer the phone during times when potential patients are most likely to call. This includes during lunch hours and “after office hours”.  

·        Pick up the phone within the first couple of rings.

·        Smile before  you pick up the phone

·        Answer the phone with a thank you for calling, identify the office and give your name.

·        Do NOT let the caller go to voice mail (or a busy signal!) during business hours (including lunch hours). People hate leaving messages. Oftentimes, they’ll hang up and call the next office on their list.

·        Never answer the phone with “hold please”. Take a quick second; find out who they are and how you can help them.

·        Get the caller’s name and use it often.

·        Ask how they heard about your office and be sure to document the referral source.

·        Offer an appointment.  Most callers are just an invitation away from scheduling an appointment. Always offer an appointment before ending the call.

 

Your goal is to not only schedule an appointment, but to build a relationship with the caller, to get to know them and their expectations.

 

Don’t miss out on any opportunities to set your dental office apart from the others by always exceeding the caller’s expectations.

By Betty Hayden 15 Aug, 2017

You can be sure that many of your patients and potential patients are reading online reviews about your dental practice. In fact, over 85% of patients will look at online reviews before scheduling a doctor’s appointment.

 

Clearly, positive online reviews are beneficial to your practice growth. Be sure to quickly acknowledge and graciously respond to all positive online reviews about your dental office.

However, despite your best intentions, negative reviews do happen from time to time. How do you respond positively to negative online reviews?

1.      Take a breath. Read the review a few times to be sure you understand it correctly.

2.    Is there any truth to the negative review? Make any changes necessary to improve. Remember, “Your most unhappy customers are your greatest source of learning.” ~  Bill Gates  

3.    Think before you speak or in this case, before you type out a reply. Don’t get defensive. It’s important to understand this fact, your patients and potential patients will watch to see how you respond to a negative review. Your goal with your online response is to acknowledge the patient’s complaint and to show your willingness to make amends. So you do want to respond fairly quickly.  

4.    Keep your reply short & simple, without violating HIPPA compliance (ie; avoid any details specific to the patient). An example response, "Thank you for bringing this to our attention.  I'm sorry to hear about your bad experience with us.   W e strive to take great care of our patients. Please call our office so we can address your concerns." Once you’ve replied, take the discussion offline. Do not engage in an online debate.

5.    Call the patient. Listen carefully to their concerns and see how this issue may be peacefully resolved. You might be surprised to learn that many patients will remove their negative review once they feel their issues/concerns have been respectfully heard and addressed.

6.    If the negative review remains online, BURY IT. Bury it with plenty of positive reviews! Encourage your current patients to leave online reviews about their positive experiences.

 

Don’t allow a bad review to get you down. Continue to work at building your positive online reputation as the go-to dentist in your community.

If you’re actively seeking powerfully effective solutions to grow your dental practice, you’ve come to the right place. Let Target Dental Marketing Consultants partner with you to create a business-building marketing system that will help you to:

·      Define and target your ideal patient!

·      Develop dental service packages that increase sales and profitability!

·      Create a niche branding strategy which makes you truly unique and memorable!

As a special “Get Acquainted” offer, we’re giving away a free Marketing Health Check, valued at $99. Click here to accept your free dental marketing evaluation.

By John Adams 15 Aug, 2017

Back to School Dental Check-ups!

 

 

Though it is still summer, it’s time to beat the back-to-school rush and schedule your child’s Dental check-up.

 

 

Over 51   million #school   hours are lost per year because of   # dental   related # illness . Make this school year the best yet and give your child a healthy, confident #smile. Beat the Back-to-School rush and schedule today at …

 

BACK-TO- SCHOOL CHECKLIST

√ Backpack

√ New Shoes

√ Haircut

  Dental Check-up
By Betty Hayden 15 Aug, 2017

It’s no secret that most students, and even some parents and teachers, are not looking forward to the upcoming back-to-school season. What if your dental practice made the back-to-school transition fun for your community and profitable for you? Sound good? The month of August affords you the opportunities to do just that.

Starting now, build relationships with school staff & the families that attend these schools in your community. As well as exceed the expectations of your current school-aged patients and their families. Here are a few ideas to get you started:

Use your dental office as a community donation drop off site  for school supplies or new & gently used books to be donated to local children and/or any schools in need. Advertise in office; on your social media sites; to local businesses, and the local news media via press releases that your office is collecting donations for school supplies or books.

Share school-related dental health tips & ideas on your office Social Media pages. Content ideas such as:

  • Back-to- School Tips
  • Healthy Lunch/Snack ideas
  • What to do in a Dental Emergency?
  • Ortho care while at school
  • Dental Health (importance of, regular check-ups, sealants, mouthguards, fluoride & braces)

 

Back-To-School Special Offers and Promotions.  During the month of August offer special pricing on preventive dental services and/or incentives for scheduling preventive back-to-school check-ups. Put together a fun school-themed gift basket that all patients with an appointment in August can enter a raffle to win. Consider teaming up with local businesses to receive donations for gift basket items.

These simple yet effective dental marketing ideas, when implemented, can help you reach your goal of growing your dental practice. Here at Target Dental Marketing we’ve studied and tested our dentistry marketing methods and know that they will increase your inflow of new patients and stabilize your business over time.

As a special “Get Acquainted” offer, we’re giving away a free Marketing Health Check, valued at $99! This uniquely customized professional marketing evaluation will help you to assess the effectiveness of your current marketing, as well as identifying areas for improvement.   We welcome you to get to know us and the value we deliver. Simply follow this link: Free Marketing Health Check

Target Your Success!

By Betty Hayden 15 Aug, 2017

Potential patients often rely on online reviews to help them choose a dentist. Positive online reviews are valuable to your practice growth. This means that it is a good idea to ask every happy patient to write an online review.  But how do you do this without bugging your patients or sounding desperate for compliments?

The good news is it’s much easier than you may think. In fact, most happy patients are more than willing to write a positive review about their experience with your office. Some will take the initiative to write an online review, others need to be asked.

Here are 10 Simple Ways to Get More Positive Online Reviews:

1.      Role play – Practice, practice, practice! Together as a team, practice asking for reviews until your request feels comfortable and sounds natural. Take time during your morning huddles, or weekly team meetings to role play.

 

2.    Be alert to opportunities to ask for reviews – For example, make the most of compliments. When a patient compliments the practice, a team member, the dentist, or is thrilled about the dental treatment/procedure they received, after graciously thanking them, ask for a review. Something simple like: “Your feedback is very important to us. Would you be willing to share your experience with us by writing a short review that we might use to encourage others to…”

 

3.    Or create the opportunity to request a review by asking: "Do you read online reviews? We do too! Would you be willing to share your experience with us by writing a short review that we might use to encourage others to…”

 

4.    Signs posted in office – In your office, post nicely framed signs that let patients know that you appreciate them sharing their positive experiences by writing online reviews. Include icons for review sites. Consider using QR codes that will link patients to these platforms.

 

5.    Instruction - Make an easy to follow instruction sheet that walks them through the steps of making a review.

 

6.    Video - Share a video on Facebook and YouTube that demonstrate how simple it is to write a review(s).

7.    Text/Email - Send your patients personalized texts and emails asking them to kindly write a review. For example, Dear   Patient's name , we enjoyed seeing you today! Online reviews are a great way to help people, like you, find a dentist. If you’d like to share your experience by writing a review, here’s where you can do that:

 

8.    Website – Include links on your website that patients can click on to write a review.

 

9.    Gratitude - Regularly express sincere gratitude on your social media pages, website, newsletters, etc. for the reviews that you have received. This will inform your patients that you appreciate reviews and encourage anyone who hasn’t yet written a review to do so.

 

10.Acknowledge - Once your patients have taken time out of their day to write a positive online review, it is important to always reply to the review. This sends a message that you care about and listen to your patients.

By Betty Hayden 15 Aug, 2017

2018 is just around the corner! It’s true; the end of the year will be here before we know it.

Many of your patients are busy enjoying the remaining days of summer and may not even realize that they have unused dental benefits that will expire at the end of the year.

Take some time now before the stress of the holidays to prepare your “Use it or Lose it” reminder letters, emails, and text messages.  

We’re sharing 8 Tips to help get you started on your “Use it or Lose it” Campaign.

Target Audience - All patients that have unused dental insurance benefits that expire on December 31st and patients with Flexible Spending Account or Health Savings Account dollars that expire at the end of the year.  These reminders are especially helpful for your patients if they are past due/due/or due this year for their hygiene visit and/or with treatment that is yet to be started or needs to be completed.

Timing - The closer it gets to the end of the year the more difficult it becomes to get patients to schedule. Early September is a great time to send out your reminders.

Check your schedule – Before sending out your end of year reminders, be sure to know if and where you have open chair time in your schedule.Would pre-blocking some open time be helpful?

 

Personalization  – When mailing out remaining maximum letters, be sure to customize for each patient according to their individual treatment plans.

 

Phone Calls – About a week after you mail out your letters, go ahead and start calling them to see if they received the letter and to schedule them an appointment.

 

Document – Be sure to document that a letter /email/text was sent, phone calls were made, and what type of response you received from each patient.

 

Social Media Platforms – Utilize your social media pages to start reminding your patients to get the most from their remaining dental benefits before the end of the year.

 

Sample Letter - Here is some sample scripting for your “Use it or Lose it! letters:

2018 is just around the corner!  We want to remind you to take advantage of any unused dental insurance benefits.  Make sure to use all available benefits to complete any outstanding treatment or for your all important preventive dental hygiene appointment. Almost all plans do not let you rollover unused dollars to the next benefit year. So, Use ‘Em or Lose ‘Em!

If you have funds set aside in a flexible spending account (FSA) or healthcare saving account (HSA), now is the time to schedule treatment so your co-payment amounts can be applied to this year’s deductions.

Call us today to schedule your appointment. We find that the holiday season is always our “busy time” and we are certain it is a very busy time for you too.

Beat the end of year rushes and get in early, our phone number is ………

We’re ready to help you smile healthier & happier in 2018!

Your goal with these reminders is to get the incomplete and unscheduled treatment plans out of the patient charts and onto the schedule long before the mad rush at the end of the year!

By John Adams 14 May, 2017


A generation or two ago, simply being a dentist was a virtual guarantee of success. Outside the most densely populated cities, there was little competition and patients routinely chose the closest practice to patronize. A couple of key factors have changed and simply hanging a shingle is no longer enough for most dentists to succeed.

First, people have changed the way they choose a dentist. Where before they simply headed to the nearest practice, now they head straight to the internet. A dentist without reviews, a website, an internet presence, will find many would be patients heading to the competition. That competition is the second major change. Colleges are graduating thousands of new dentists each year. Each of these graduates will likely be in direct competition with existing practices for decades. A dentist in today's market must advertise. Of course, that's what advertising agencies are for, right?

Actually, the vast majority of existing advertising agencies operate in a manner that is terribly inefficient for the medical field. They tend to immediately choose the most expensive and least effective methods of publicizing their clients simply because these methods are what the field has always used. In a competitive field that grows more competitive every day, dentists simply can not afford to throw money away on inefficient advertising. With traditional advertising firms out, what is the solution? Dental Marketing Mavens.

Here at Target Dental Marketing, we specialize in using a multifaceted advertising approach that spreads awareness of our clients to the widest pool of would be patients at the lowest cost. Our process establishes a powerful online presence for our clients and ensures that the money spent on advertising creates the largest return possible. By using methods that both attract new patients and help retain existing patients, Dental Marketing Mavens frees our clients from all the niggling advertising details and allows them to concentrate on what they are best at - taking care of the oral health of patients. 

Share by: