Give credit to patients for improvements based on their suggestions. If you're making changes based on patient feedback, let patients know that you're responding to -- and appreciate -- their suggestions. This will demonstrate that you value their opinions highly and will also encourage them to offer more improvement ideas.
Don't react defensively to unfavorable social media reviews. The age-old advice to pause and take a deep breath before responding in confrontational situations certainly applies here. The best way to address negative publicity is with positive publicity. Encourage satisfied patients, especially the ones more savvy about social media, to post their comments in the right places. This can offset the occasional negative comment.
Roger P. Levin, DDS, is the CEO of Levin Group, a leading dental management consulting firm, and one of the most sought-after speakers in dentistry. Dr. Levin has authored 65 books and more than 4,000 articles on dental practice management and marketing. You can sign up for the Levin Group Tip of the Day.
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