Spreading a little aloha today. Negative reviews happen even to excellent practices. Sometimes a post goes viral. Sometimes it’s not even from a real client. What matters most is your next move. Your response often speaks louder than the review itself.
Before you reply to your next bad review…
Watch and implement this 3 tips.
Tip 1: Don’t Panic—Triage First
Before typing anything, pause and assess.
– Verify: Is the reviewer a real client/patient? Do records match the claim?
– Screenshot & log: Save the review, date/time, and any staff involved.
– Policy check: If it’s spam, profanity, or doxxing, report it.
– Choose your path: Public acknowledgement + private follow-up—or escalate/report if it clearly breaks platform rules.
Example of One-line public reply:
“Thanks for your feedback. We take concerns seriously and want to help. Please contact us at [phone/email] so we can look into this right away.”
Tip 2: Have a Strategy (A Simple, 24-Hour SOP)
A short, consistent process keeps responses calm and professional—whether the review came from a viral post or a real issue.
24-Hour Playbook
– Within 2 hours: Triage (real vs spam, policy check) and log the review.
– Within 6 hours: Draft a short, calm reply.
– Within 24 hours: Publish the reply and reach out privately to resolve.
– After resolution: Invite—never pressure—the reviewer to update their review.
– Weekly: Review trends (wait times, communication, billing) and fix root causes.
House Rules
– Don’t argue in public.
– Don’t share private details.
– Personalize one line so it reads human, not canned.
Tip 3: Turn On a Proactive “Review Engine”
The best defense is a steady stream of recent, authentic 5-stars. Make it easy to
– Post-visit email/SMS with a single “Leave a Google review” button.
– QR code at checkout; review link in email signatures.
– Send one gentle reminder 48–72 hours later if there’s no response.
– Healthcare (HIPAA): Don’t confirm patient status or include PHI; keep replies generic and move offline.
– Legal (ethics): No confidential details or implied outcomes; follow state bar rules.
– No shady incentives; follow FTC + platform policies; get written consent for identifiable testimonials.
Example script
“If today was helpful, a quick Google review really helps others find good care/support.”
“We welcome honest feedback on Google—please avoid personal health details.”
“We’d value your review on Google—please avoid case specifics or confidential info.”
Do this consistently and the positives will naturally outweigh the occasional negative.
Quick FAQs
What if the review isn’t from a real client?
Reply politely and report policy violations.
(“We’re not finding a record of your visit, but we’d like to learn more…”)
Should I ask them to delete it?
Resolve the issue first. Then invite them to update the review if they feel it’s been addressed.
Will one bad review ruin our rating?
No. Recency and volume matter. A simple system that earns 5–10 new reviews per month can stabilize your overall rating.
Ready for a Done-For-You Review System?
We’ve helped professionals set up low- to no-cost review systems that run quietly in the background and bring in more 5-stars.
Schedule a free consult and let BlueHuki set this up for you.
