How to Overcome a Bad Chiropractic Yelp Review
Yelp is a very powerful review site where chiropractic patients can go to publish their personal experiences dealing with your practice. Of course, it’s only natural to hope that these testimonials are good. However, you will eventually run into a bad review. It is in your best interest to learn how to handle such reviews.
Believe it or not, you can actually turn negative reviews into positive affirmations of your business credibility. Want to know how? Well, here are some tips for how to overcome a bad Yelp review:
Pay attention to what is being said. Sure, it may be hard to read anything negative about your chiropractic services. Instead of jumping to defense, you need to keep in mind that there is likely some truth to the review even if it is derogatory or exaggerated. By carefully considering what you’re reading, you may be able to pinpoint some areas where your business could legitimately use some betterment.
Respond. You may do this privately or publicly, but it is a good idea to do both. That means sending your private message to the reviewer asking what you may do to remedy the situation and then posting publicly that you’re sorry the reviewer feels that way and that you would like a chance to make things better.
Also, it is always a sign of good business to offer a viable solution to the problem. Others who read the review will see this is a testament to your commitment to the customer service. For example, if your patient was unhappy with a chiropractic adjustment from your practice or other therapeutic services, then you may choose to offer a complimentary visit and then ask this patient to give your chiropractic office another chance.
Things to avoid. Don’t ever ignore a bad review. That’s probably the worst thing you could do. Don’t ever deny your own responsibility in the matter or attempt to justify bad business. If something’s truly wrong, acknowledge it. Don’t let your emotions get in the way of providing a neutral, diplomatic, and genuine response.
Be realistic. When it comes to dealing with negative reviews on a personal or emotional level, there’s something to keep in mind that may help you with your anxieties.
Remember that these are people you’re dealing with. Real people understand that no business can truly satisfy every single customer. Be realistic in thinking that you will inevitably get some negative reviews and focus on creating positive outcomes rather than dwelling on negative feelings.
Online reputation marketing is more important than ever. It is your brand online. Your website and social media is your storefront, but your chiropractic brand is your reputation. That’s what people are looking for when they’re choosing to do business with you.