Bad online reviews are as much a part of your reputation as good reviews. It’s okay to have bad reviews where there’s a difference of opinion or you didn’t meet expectations. But, let’s face it. Some bad reviews are fake, spam or laced with profanity. Amazingly, you see a little of everything when working with your online reviews. Let’s explore your options.
Answer Good and Bad Online Reviews
Get in the habit of responding to all your online reviews. If a patient leaves a good review, thank him/her for taking time to write a review.
Look at bad online reviews as an opportunity for improvement or a difference of expectations. Thank the reviewer for sharing his/her opinion. Tell the reviewer how you are addressing their issue. For example, the reviewer mentions that the check-in person was rude. You can say that you are reviewing your check-in procedures. If there is something that you can correct, ask the reviewer to contact your office so you can work together to resolve the issue. Avoid ongoing online dialog. Answer one time.
Flag Bad Online Reviews
Unfortunately, it is common to receive a review that is spam. Or, it may contain profanity. Report inappropriate reviews to the specific site and request removal. Below are some guidelines to help you decide if a review doesn’t meet guidelines. Most review sites have similar guidelines to Google.
- Reviews containing profanity
- Reviews having advertising, website links and emails
- Spam or off-topic reviews
- Hate speech as it relates to culture, gender, race, etc.
This is not a way to eliminate negative reviews where your opinion differs from a patient. Those reviews are real, and review sites do not remove these. Online reviews are valuable because they share an experience and opinion. However, you can use a system such as PUMC’s Global Online Review Management to highlight your best reviews.
Do you need help in removing bad online reviews? Do you want to showcase your best reviews? Contact PUMC’s reputation management expert to discuss how to put your best “face” forward in the Internet world.