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| practice management Successful communication in your daily practice Part V: Bad online reviews Dr Anna Maria Yiannikos, Germany & Cyprus Hi! I am Dr Anna Maria Yiannikos and I am in the happy position to present you the 5th part of this new loved se- ries filled with communication protocols. This series in- cludes the most popular and challenging scenarios that might occur in your dental practice. I will show you how to deal with them so that your patients always leave your practice feeling: “My dentist is THE BEST!” Each individual article of this series will teach you a new specialised protocol that you can easily use, customise and adapt from the same day to your own dental clinic’s requirements and needs. Let’s start with today’s challenging topic which is… how to deal with a bad online review from a stranger. Imagine receiving a negative review at your Facebook page from someone who is not even a patient—maybe, because he just wants to be mean, or maybe he just wants to hurt you. 5 fantastic tips Let’s discover 5 fantastic tips that I have for you today. You will just love them! 1. Do not take it personally Take a deep breath. The first rule of dealing with neg- ative reviews is to not take them personally! That’s be- cause as your business grows, you will have to face more and more of them. Do not get into the bad reviewer’s trap responding to what he says. For example, you should not get defensive and list all of the reasons why the potential patient is wrong. He is, quite frankly, a jerk that loves making a personal attack. Avoid joining the conversation—it is absolutely wrong! 2. Don’t try to remove it Even if you try to remove the negative review from that online site, you might not be able to! Most important, re- member that most people who frequent review sites and look for your business on social media, know that not all of your reviews are perfect. Don’t sweat if you have re- ceived one bad review. Let’s not focus on that though! Our goal is to change the negative incidence into a positive one. Isn’t that cor- rect? You might ask: “Dr Anna, how can I do that? This guy, who gave me the bad review, is not even a patient.” 3. Ask for positive reviews What would be wise to do is to focus on getting more positive reviews from friends and loyal patients! 28 1 2018 © V i c t o r u l e r / S h u t t e r s t o c k . c o m