Chiropractic Bad Review Management Guide
You, as chiropractic business owner, from time to time have to deal with negative online reviews. It’s never easy to see someone bash your chiropractic internet presence online just because of one less-than-perfect experience with your chiropractic services.
Before you call up your lawyer to see if you can win a defamation case against Ms.X for saying so and so, let’s address the issue at hand. Someone was dissatisfied with your service and is talking about it.
Now, what are you going to do about this Chiropractic Bad Review ?
Before you draw arms, take a step back and see the window of opportunity you have here. A chance to change the mind of a potential lost chiropractic patient, and maybe even bring in some new business by simply responding as a concerned human being and not a business owner.
Act Quickly to a Negative Review!
First of all, make sure that you are monitoring your reviews on a daily or weekly basis so that you’re always up to date on the latest mentions of your business anywhere on the web. The best way to do so is by using Google search engine and typing in your Name of your town plus chiropractor.
When you see a bad review, you should reply as soon as possible to show your patient that you do care about what they have to say, and that you are always striving to be better. Your response should be careful and thought out so as not to add fuel to the fire.
It also helps if you deviate the anger they’re expressing (and possibly spreading) to a more private conversation, especially if the problem is detailed and you want to avoid creating a scene on that particular media. This can be done with simple replies such as “We regret the inconvenience caused by our service and we would appreciate it if you could email us at <email> to prevent this from happening again”
Don’t Take It Personally
Yes, someone has said something bad about you behind your back. You don’t need to feel ambushed by these kind of comments. Use the negative feedback as constructive criticism to improve your service. Not every chiropractic adjustment delivery can be perfect. After all, we are only human and every patient responds differently to a chiropractic care.
If You Ignore It, It Will NOT Go Away
The thing about bad news is, it spreads much faster than good news. If you ignore bad reviews, they are more likely to spread without you noticing and eventually, affect your bottom line.
There is no smoke without fire. If someone is saying something bad about you, there is probably a reason for it. Verify how much of the review is true and what can be done to prevent it from happening again. Whether it was your attitude, the results of chiropractic care took longer than expected, or just a result of your chiropractic assistant bad day, it is your job to find the root of the problem and fix it.
For a patient, it is very important that a service they have paid for, is offered at the best quality. Anything less, and you are accountable for it. When this happens, offer your apologies, and let them know that you will in fact rectify the situation so that it doesn’t happen again.
Don’t Play The Blame Game
When a customer faces a genuine issue with your chiropractic facility, the last thing he/she wants to see is you passing the buck on to someone else.
If there was a serious problem, address it. Explain the circumstances if you have to, apologize for the customer’s negative experience, and if you can, thank them for taking the time to bring the issue to your attention. Never try to evade the problem or blame someone else.
Forgive And Forget
Acknowledging a problem and accepting your mistake goes a long way in changing people’s minds about your business. A lot of customers are willing to forget an isolated incident if you apologize and offer some kind of compensation for their troubles. If patient faced issues with your office try to offer free massage or chiropractic adjustment.
Ignore The Haters
There will always be someone out there trying to be petty and trolling on your profile. It’s always better not to respond to any kind of personal attacks or vulgar reviews. Engaging with these kind of people just brings your business down to their level.
If you aren’t too comfortable handling public reviews and want to get feedback directly from your clients, you can always create an e-mail feedback system. This way, you can reach out to your patients after they leave your premises, thanking them for doing business with you and asking whether or not they were satisfied with your service. You must collect your patients’ emails on every intake form.
You can use links to direct their responses to the appropriate action. If they click on that link, they would be redirected to review sites such as yelp, google page and asked to post a review.
At the end of the day, you want happy chiropractic patients with only good things to say about your office. You can make this happen by paying attention to their needs both during and after the service is delivered.