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THE
NEWS
LETTER
www.pumc.com
VOLUME 2.
AUGUST 2019
PUMC.COM
1.800.272.8436
COMPETITIVE ADVANTAGE
Trending hot Topics
Guarding Your Most Sustainable Asset...YOUR REPUTATION!
SHOULD I RESPOND TO A NEGATIVE REVIEW?
Unfortunately, there is no easy answer. The best advice is to use caution when responding to negative reviews. To begin, make sure the reviewer comments are not fake or have exaggerated claims. If so, contact the review service and voice your complaint and see if they will remove or flag the review.
If you have tried to address the patient's complaint yourself with no success, a response is still warranted. However, proceed with caution. If you detect a "venting, angry" tone in a review, wait for the emotions to diffuse. If you fan the flames with a premature response, the reviewer may post on multiple review sites. This is what you do not want. Allow the person to calm down before responding to a negative review.
WHAT SHOULD I SAY?
In crafting your response, consider the following comments:
    💬 Patient care is always our No. 1 goal. While HIPPA prevents us from discussing patient issues publicly, this issue has been addressed offline.
    💬 Thank you for voicing your concern. We do not have contact information to reach out to you. Please call our office to discuss this issue at your earliest convenience.
    💬 Thank you for taking time to let us know about your concern. We are well-known for the high quality of our procedures. Patient satisfaction is paramount with us. Please call our office.
IMPORTANT TIP: Never use the practice or doctor's name when responding to negative reviews. We don't want to give those any extra SEO!
Important Blog! Great Online Reviews Learn more>>
Reputation Management...Positive Reviews How To! Learn more>>
View Video, CBS News investigation
CBS News investigation finds fraudulent court orders used to change Google search results...View July 25, 2019 Video
If you have not already done so, ask about our reputation management services.
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PUMC.COM
1.800.272.8436