YOU HAVE A NEW REVIEW! ...and it's a doozy. What do to?
If you are worried and stressed out about your disgruntled clients using social media as their go-to soap box, you are not alone and you are justly concerned. However, don't let your frustration and panic get the best of you -- when your practice receives a negative review, it's essential to pause and think before you react. While you can’t control what people will write about you online, you CAN control how you choose to respond.
The first piece of advice is to NOT remove the bad review, because the fact that you tried to "hide" it will likely only add fuel to the fire. The second piece of advice is to do your research and gather ACCURATE information before you respond: vet records, invoices, any facts relevant to the complaints expressed by the client.
When you are armed with all the facts you can get your hands on, it's time to take them straight to the unhappy client. However, be prepared to hear them out and to approach the situation with empathy rather than hostility. As the saying goes, "kill them with kindness:" walk the client through their complaints in a supportive way while sticking to the factual information on file.
Finally, whether you were able to speak with your client or not, make sure you respond to the review so others can witness your commitment to practice excellence. •
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