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Bad Press Part II – Why Do People Write Bad Reviews?

  • Date: December 17, 2012
  • Author: eDentalImage
  • Comments: 0

We all know the scenario- someone goes to a restaurant, has a bad experience, and gripes about it on an online review. This can happen to a dental practice- a patient goes home unsatisfied and the next day there’s a dark cloud hanging over their dental online review page!

For whatever reason, many people don’t feel like they can talk to management about the specific problems they have, so they write a negative review online instead. While you can’t predict whenever a patient will have complaints if they don’t tell you, you can be aware of the most common types of complaints.

Some of the main causes for bad reviews:

  • Customer Service

Nothing gets to people more like rude customer service. We all expect service to be friendly, efficient, and speedy. Why do you think people hate going to the DMV so much?

If you browse yelp’s many review pages, you’ll find that most of the bad reviews mention poor client service. The good reviews? Not so much! It can be frustrating for dental practitioners- you don’t often get credit for great service, but you get plenty of bad press for bad service.

  • Misunderstandings

We live in an age of short attention spans. When was the last time you can remember reading the whole “Terms of Service” or “Licensing Agreement” for a piece of software? These days, most of us are so used to skipping over these things, that we do it in most aspects of our lives. Including at the dentist office.

It’s not uncommon for patients to get upset when they don’t anticipate a particular part of a procedure to happen- even if they signed an agreement that explained it to them.

  • Hard to please patients!

And of course, some people just want to complain! We’ve all experienced a patient or client at some point who just doesn’t seem to be satisfied with anything. Online review sites tend to highlight these types of reviewers, unfortunately. They can really sabotage a practice if they aren’t confronted in a proper and professional way.

So what can you do to stop bad reviews- or at least, minimize their impact? We’ll cover that in the next installment Bad Reviews: What not to do.

For more information on online reputation management, social media and more, contact eDentalImage for a free consultation today!

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