Managing Your Online Reputation: Responding to Reviews

Imagine complimenting someone on their glasses and then that person ignores you and walks away. Sounds awkward, right? This is how it can appear when online reviews are ignored, and it happens all the time. Online reviews are critical to your practice’s growth, and by responding to reviews, you are showing that you care about your reputation in your community. Consider the fact that 92% of people look at online reviews when considering a business, and 79% of customers TRUST online reviews as much as personal recommendations.¹ Because of this, online reviews are one of the top, if not the top, marketing tools you have, and responding to them will elevate your online presence.

Responding to Positive Reviews

Positive (4-5 stars)

Follow the tips and customize the sample responses below to reply to your practice’s positive online reviews. Here are some key things to remember when responding to positive reviews:

• Thank them for the feedback 
• Keep it short and sweet 
• Be authentic 
• Share the positive review on your website and social media 

Below are some sample responses that you can use and customize to respond to positive reviews: 

• Thank you for the kind words, [Customer Name]! We’re so happy your appointment went smoothly. Would you mind sharing with your friends who are due for an appointment, too? We’d love to continue providing great service to awesome customers like you. Thanks again!
• Thank you for the great review, [Customer Name]! We’re so happy you loved your experience, and we can’t wait to have you back for your next appointment. Until then, we’re here if you need anything.
• Thanks for the positive review, [Customer Name]! We work hard to meet expectations like yours, and we’re happy to hear we hit the mark for you. Come back and see us soon. Cheers!

3-star reviews

Plan to have some replies ready for three-star feedback – these can lean positively or negatively and can require a more middle-ground tone for the reply.

• Hi [Customer Name], thank you for your feedback. We’re always striving for excellence and your input helps us get there.
• [Customer Name], we are committed to providing excellent care. Your feedback helps our practice to continue improving.
• Hi [Customer Name], we appreciate your feedback, as it helps us improve our services.

Responding to Negative Reviews

Negative (1-2 stars)

If a review is negative, here are some key principles and sample responses to help you navigate the situation: 

• Apologize. Even if you don’t think your practice did anything wrong, it is important to acknowledge your patients’ feelings. 
• Be specific. Address the primary concern so the reviewer notices that you have taken the time to understand the situation. 
• Short and sweet. Even if the review feels unfair, it may come across poorly if you reply with a long and defensive response to every detail.  
• Avoid promissory phrases. It’s best to avoid promissory phrases like ‘make things right’; since a patient’s opinion on what would accomplish that can vary greatly.
• Take it offline. Ask the reviewer if you can take the discussion offline and provide a direct number or email address.²

Below are some sample responses that you can use and customize to respond to negative reviews:

• Thank you for taking the time to leave this feedback, [Customer Name]. We’d like the opportunity to discuss your experience further with you and better understand the situation. At your convenience, can you please give us a call at [Phone Number]?
• Thank you for your feedback, [Customer Name]. We do our best to keep wait times to 10 minutes, and we strive to provide the best customer experience possible. We truly value your input and would love to connect with you to hear more about your concerns. Please give us a call at your convenience at [Practice Phone Number].
• We are sorry that your experience at [Practice Name] didn’t quite match your expectations, [Customer Name]. We would love to know how we can deliver a better experience next time. You may reach us anytime at [Email Address] or [Phone Number]. Again, thank you for your feedback!
• Hi [Customer Name], thank you for your feedback. Level of service is something we take very seriously. We’re sorry that your recent visit didn't meet those standards. We’d love an opportunity to speak with you directly. At your convenience, please give us a call at [Phone Number]. Again, we thank you for your time and appreciate the opportunity to respond to your concerns.

 
Effectively Managing Online Reviews is Crucial

More reviews = stronger online presence = more patients in your door.

Keeping a high average score depends on how many reviews you have. Contact your patient engagement service provider to sign up for automated, post-appointment text messages. In addition, there are a few ways to market online reviews in your office.

Practices participating in VSP Premier Edge™ at the Gold and Platinum levels have access to customizable marketing materials such as counter cards and business cards at discounted rates. Log into the Online Store using your VSP^® Provider Hub login.

View and customize the Online Reviews Counter Card

View and customize business cards to promote online reviews

 

Looking for more support with your online reviews? Contact us at premieredgemarketing@vsp.com and we are happy to help. 

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^{2. "How to Respond to Negative Reviews," Forbes.com, https://www.forbes.com/sites/ryanerskine/2018/12/31/how-to-respond-to-negative-reviews-including-examples}