Uber was one of the first companies to create two-way accountability for both riders and drivers, allowing them to rate and review one another. Drivers had to be safe, friendly and reliable if they wanted a passenger to accept a ride from them on the app. Passengers similarly had to be kind and polite, lest they get a poor rating and find that no Uber driver would be willing to pick them up in the future.
Wouldn’t it be wonderful if we could rate our own patients the same way they rate us online? Imagine being able to grade a patient on their ability to show up for appointments on time, pay their bill, treat your team well and be compliant with after-care instructions! Unfortunately we don’t live in a dream world, which means that dentists and their teams are held hostage to the Yelp terrorists and keyboard warriors that can threaten to destroy their reputations online.
Until HIPAA evolves to understand two way accountability, we have to live within the constraints of the given system. When faced with a brutal, one sided review, it’s understandable to want to lash out in self-defense. It’s also a lose-lose situation. In these situations, I teach all of my dental marketing clients this same five step system for review management.
Step 1: Identify the patient
While not every reviewer uses their own name on their review account, most use enough details in their review that you can take an educated guess as to who the patient was….