Handling negative reviews effectively is crucial in healthcare marketing, as it can significantly impact your clinic’s reputation and patient trust. No one likes receiving negative feedback! It’s important to remember that your clinic is going to get some negative reviews from time to time. These reviews, unfortunately, can have actual consequences like:
- Only 13% of consumers will consider a business with 1 or 2 stars.
- More than four negative reviews about a company or product may decrease sales by 70%.
- Small businesses with a 1–1.5 rating on Google generate 33% less revenue than the average business.
Source: TrustPulse
However, there is also some good news when it comes to receiving negative reviews! We know, we know, it sounds weird, but just hang in there with us for a second. Oftentimes, negative reviews can add a bit of authenticity to your brand. For example:
- All positive reviews (5 stars) can come off as fake.
- 52% of consumers trust a software product more if it has negative reviews.
- Statistics argue that negative reviews can increase conversions by up to 85%.
Leveraging Negative Reviews for Better Healthcare Marketing
It’s not just about handling negative feedback but turning it into a strength for your healthcare marketing strategy. Here are additional ways negative reviews can be leveraged:
- Building Credibility: Responding professionally and compassionately can demonstrate your commitment to patient care.
- Highlighting Improvement: Showcasing how your practice addresses and rectifies issues can enhance trust.
- Boosting Engagement: Engaging with reviews (both positive and negative) can increase your visibility and patient loyalty.
Tips for Responding to Negative Reviews
At the end of the day, it’s really not that you get negative reviews, it’s how you respond to them! Here are some tips we recommend using when it comes to responding to negative reviews in healthcare marketing:
- Respond quickly.
- Respond to ALL of them, positive & negative.
- Respond for the reader, NOT the reviewer.
- Be authentic and personal.
- Don’t make excuses.
- Reinforce your core values.
- Attempt to make things right, if warranted.
- DO NOT BREAK HIPAA.
- Try to make it right but take it offline.
When it’s your fault…
Thank them for the honest review. Own your company’s mistakes and don’t make excuses. Reinforce your core value(s) pertaining to their complaint. Empathize with the reviewer and offer to make it right.
Prompt:
“Hey {name}, thank you for taking the time to leave us a review. It’s unfortunate that we missed the mark on your visit as we strive to give amazing patient care with every visit. I understand {xyz} happened, and we would like to find a way to make it right. Our team will be in touch with you within the next 24 hours to get a better understanding of what happened and how we can fix this.”
When it’s not your fault…
Again, thank them for their review. Do not apologize but rather seek to understand the problem. Reinforce your company’s core value(s). Attempt to de-escalate a negative situation. Empathize and seek to resolve the problem.
Prompt:
“Hey {name}, this review caught us off guard, but we appreciate you taking the time to leave it. We are proud of the amazing patient service our team offers to each person that comes through our clinic. Our team will be in touch with you to find out the details of your visit and what we could do to resolve your concerns.”
When in doubt…
Always remember your company’s core values. These should guide you on how to respond to any review, positive or negative!
Dealing with negative reviews is never going to be fun, but it’s something all businesses have to deal with. By following these tips, you can minimize the impact they have on your practice!
Engaging with Negative Reviews
Engagement is key in healthcare marketing. Here’s how to keep the conversation positive:
- Public Acknowledgment: Publicly acknowledge the review before moving the conversation offline.
- Follow-Up: Ensure follow-up communication to resolve the issue.
- Use Feedback for Growth: Regularly review feedback to identify areas of improvement and implement necessary changes.
Want to learn more about how to handle negative reviews for your healthcare clinic? Listen to Episode 34 of our podcast, Walk-Ins Welcome. Walk-Ins Welcome is here to help you change the way you’re marketing your healthcare clinic. Nick and Michael offer a blend of expert advice, engaging interviews, and inspiring success stories to equip you with the knowledge and tools needed to boost your clinic’s patient volume. From the latest healthcare marketing strategies to insights on industry trends, “Walk-Ins Welcome” is designed to inspire healthcare professionals and marketers alike to achieve greater success.
Enhancing Your Digital Presence
Want to make an effort to improve your healthcare marketing? Patient Care Marketing Pros is here for your unique medical marketing needs. We pride ourselves on offering transparent pricing. Learn more about our packages and pricing here. No matter your goals, we can help you bring new patients into your practice and increase your revenue. We believe in data-driven, mobile-first, and lead-generating marketing without the fluff or vanity metrics. Patient Care Marketing Pros can create a customized digital marketing plan that will give your clinic the visibility it needs to compete in today’s competitive landscape. Schedule a call to learn more about how we can help you triple your revenue and provide an exceptional patient experience for your medical practice.
