Well it was bound to happen sooner or later. You've come across a patient that you just can't please.
And, guess what? They've gone and told the WHOLE world about it on your Yelp page.
The other acupuncturists warned you about them. But you NEVER thought it would happen to you!
You can feel the warmth of anger growing inside of you. Thoughts bombarding your brain. What else could I have done?
You wish your patient was in front of you at that moment, so you could tell them off. But they're not, so you think the next best thing is to yell at them through the computer by writing a nasty reply.
YES, that will show them.
Slowly back away from your computer and splash some cold water on yourself. The worst thing you can do in this situation is to let your emotions get the best of you.
After you've had a chance to think it over, here are some tips to help you with the reply.
First, you'll want to respond in a timely fashion. The worst thing is to have a bad review sitting around where potential customers can read and form a poor impression of you and your business.
The quicker you can address the situation, the better.
Always be professional with your reply. Name calling is NEVER a good option. Getting into a screaming match online will only make you look childish.
Remember, you're putting the reply out for all the internet to see.
If after a fresh and honest look at the situation, you realize the customer was right, then apologize. Many people equate apologies as a sign of weakness, when in reality, they're a sign of strength. Don't over apologize. Use them when the situation warrants it.
If you feel the customer's complaints are baseless, craft a well thought out reply explaining the situation and circumstances. The best responses I've read have always been when the business explained their side of the story in a clear and succinct way.
Here's a good example of how to handle a bad Yelp review:
A bad review is not the end of the world. It's a great opportunity to engage with your patient and gain insight into your business's patient experience.
Questions? Let me know in the comments below. I'd love to hear from you.
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