Best Way to Handle Negative Rated Google Reviews
How tin I respond to a bad Google Review?
Y'all work damn hard. Waking at the cleft of dawn. Oft inhaling a quick sandwich at your desk in betwixt back-to-back appointments. Doing your best for every patient. Taking the time to listen to them as your diary slides later and later. Evening descends and you can finally elevate yourself out of the office to see your kids who are probably already on their manner to bed. As you close the door backside you, you feel your telephone buzz and BAM! A bad Google review from a disgruntled patient.
Information technology's merely natural to feel gutted when you get a bad Google review. It's even more maddening when that Google review is fake or unjustified.
What's even worse is that a Harvard report revealed that reviews impact revenues! The information from this written report showed that businesses with review scores changing by only i star got an 18% increase in revenues.
Reviews are serious business and can bear on your bottom line. Afterwards doing everything you can to evangelize superior customer service, knowing how best to handle a negative Google Review is your only defence. This post volition give you a program and script to deal with bad Google Reviews every bit soon as they happen so that you tin can brand the best of a negative situation. We'll likewise tell y'all how to flag fake Google Reviews. You lot might, past following our advice, even be able to plow a bad Google review effectually and accept the reviewer change their review for the better.
Starting time, breathe; you can deal with bad Google reviews
Don't panic. Know that many people will not believe a perfect 5-star rating anyway. So, there is a bright side to having a 4.8 or 4.9.
That won't be much of a consolation to you, nonetheless, in the face of an unjustified negative review. Equally far every bit placement is concerned, review score trumps review book. And so, you want to make sure your customer service is as excellent as possible, even if your volume is low.
So, how exercise you deal with an unjustified negative review?
We advise you kickoff to evaluate the situation. After that, respond swiftly – we'll show you how. If the review is fake, and then we'll show how you tin can flag it for removal. If the review is not fraudulent, we can show you how to address it using the LATTE method. Lastly, we propose you to stay on top of your reviews to once more respond if you need to.
1. Is the bad Google review even real?
Here's an example of a review that a customer of ours recently received (forgive us, nosotros've left the spelling and grammar errors intact):
You may, like we did, immediately suspect this review to be false. Your commencement clue is the name of the reviewer. Information technology could exist a troll merely looking to vandalise your reputation for a sense of self-importance. It could even be an unscrupulous competitor who feels they must resort to bad-mouthing your reputation instead of competing against you on their merits.
Your first task is to check your records to see if the person leaving the review is, in fact, a patient.
If they are not, you tin can reply to the review like this within 12 hours. Feel free to copy this and use it, but you may want to rephrase if you have to respond to more than one review so that it doesn't announced canned):
"Thank you for contacting us. We are distressing you are dissatisfied. Upon receiving your review, we immediately checked our records to identify you lot and so we could investigate the event. Nosotros did not, yet, detect your proper noun in any of our records. Nevertheless, we are committed to upholding superior standards of customer service. Please contact us at [your part number], and we'd be eager to address the issues contained in your review on the telephone."
Why reply at all, particularly if you lot know the review is fake?
In a public forum, you lot are not but aiming to calm the reviewer (legitimate or not), you lot are besides showing every person who sees this negative review how you lot handle client complaints.
2. How to flag a fake Google review as inappropriate
If you think a Google review is fake, respond to information technology as to a higher place and so "flag equally inappropriate" immediately. Always respond to the review, however, fake or not. It may have some time for the review service provider to remove a fraudulent review.
Y'all can also call Google and follow up on your flagged review status by clicking support on the Google My Business Homepage.
Of form, if you lot are a LiveseySolar customer, nosotros'll accept care of all of this on your behalf. All you have to do is let us know about the review.
If the above does non work, and you tin evidence the review is slanderous and false, then you could complete a Google form for a legal removal request. Nosotros propose you seek the communication of a legal professional person to assist you have this stride, should it be necessary.
3. How to answer to a bad Google review
To address a genuine bad Google review, we advise you lot invoke the well-known Starbucks LATTE method, which is:
- Mind to the customer
- Apologise for the problem or situation (A also stands for acknowledge)
- Take action and solve the trouble
- Thank the client
- Explain what you did
Let'southward look at an example. Beneath is a review of a dispensary that was a client of ours. We will evidence yous how we'd address this review, assuming it was genuine.
Nosotros'd answer to this legitimate but bad Google review like this:
Love Shel,
Thank you for visiting us and sharing this bulletin. We are sorry y'all had an unpleasant feel. I take bully pains to brand sure all our patient experiences are astonishing. Occassionaly, mistakes occur and for this I am deplorable. I am looking into how this happened so that it never happens once again. Further, I'd similar to offer you the courtesy of hearing more details about the issues you cite. Please contact me direct at [our function number], and I will exist eager to address the matters independent in your review on the phone or in person – whichever is most convenient for y'all. Warm regards, Rod.
Assuming the patient responds and y'all take an opportunity to resolve the issue, you tin can respond to the review over again:
I'chiliad glad we were able to resolve your event to your satisfaction, Shel. Thank you again for raising the outcome and bringing it to our attention with your review. You lot've helped me to acquire where we tin improve, and improve we will. Now that nosotros've resolved the problem, would you lot delight consider changing your rating? I'd greatly appreciate it. In any case, I wish y'all all the best in your search towards correcting your vision, and please let us know if there's any style we tin help you lot in the futurity. Warm regards, Rod.
Stay on peak of the poor Google review by checking it regularly
If the bad review was fake, did Google remove it? If the Google review was negative only genuine, was there whatsoever further dialogue you lot needed to respond to? Are yous sure you've responded to every message accordingly?
While bad reviews are never desirable, y'all can go a long fashion towards drowning them out by getting every bit many expert reviews as yous can. Proficient reviews result from a customer-service oriented culture, first-class training, and employee common sense and decency.
If you'd instead adopt to go out responding to negative reviews to someone else, allow us know, and we'd be happy to discuss how we can aid.
(Note: The all-time way to respond that nagging question about practise growth or marketing or patient volume in the back of your mind is to volume a free 15-minute compatibility call . Get some options and go away with a clear idea of what's possible.
Nearly the author
LiveseySolar
LiveseySolar's mission is to double the size of 150 cataract and refractive surgery practices. Using our proven marketing frameworks and deep market cognition, our customers can predictably and sustainably abound their practices so that they can enjoy a healthy remainder between both worlds – a successful private practice and a happy life.
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"In a affair of weeks, nosotros already saw results with LiveseySolar. Far before we were fifty-fifty finished with our project."
Erik Chotiner , MD, FACS, Ophthalmologist "The whole grouping has been very, very professional. We're quite early in the stages, but we tin can see the benefits."
Dr Nick Mantell , MBChB FRANZCO "They're very professional. They know what they're doing, only they also put us at ease. This helped usa to cut through what's needed to become what nosotros want."
Mr Praveen Patel , MA (Cantab), MB BChir (Cantab), FRCOphth, MD (Res) "It'southward wonderful to piece of work with an agency that engages on our level and understands our market."
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Meet our Founders
Rod Solar
Founder & Fractional CMO
Rod co-founded LiveseySolar and acts as a Fractional CMO for our customers. He's on a mission to help transform the lives of ten,000 people with vision correction surgery by 2024. To achieve that, he inspires his customers to make confident decisions that will help fifty,000 people have the beginning footstep towards vision correction.
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LiveseySolar completely transformed the style we were approaching this… We've gone from having but the dream of having a do to having a exercise upward and running with people making inquiries and booking for procedures… It's extremely pleasing. Nosotros experience lucky we connected with LiveseySolar.
— Dr Matthew Russell, MBChB, FRANZCO, specialist ophthalmic surgeon and founder of VSON and OKKO
Laura Livesey
Founder & CEO
Laura Livesey is the co-founder & CEO of LiveseySolar. She has developed powerful refractive surgery marketing systems that increase patient volumes and profits for doctors, clinics, and hospitals, since 1997.
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Rod and Laura know as much about marketing surgery to patients as I know near performing information technology. They are an practiced in the field of laser eye surgery marketing. They know this manufacture inside out. I believe that they could help many companies in a diversity of areas including marketing materials, sales training and marketing support for doctors.
— Prof. Dan Reinstein, MD MA FRSC DABO, founder of the London Vision Clinic, Great britain
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