A little bit of ugly happened to me this week—I got my first negative Google review. A miscommunication resulted in poor communication with our patient, but I believe I’ve come up with a way to handle the issue.
The first thing is to respond to all reviews—good and bad. I’ll share the backstory for this situation as well as my “rubric,” if you will, for responding to negative reviews in this video. Perhaps this strategy will help you should you find yourself in a similar situation.
Editor’s note: This article first appeared in Through the Loupes newsletter, a publication of the Endeavor Business Media Dental Group. Read more articles and subscribe to Through the Loupes.
Pamela Maragliano-Muniz, DMD, is the chief editor of DentistryIQ and editorial codirector of Through the Loupes. Based in Salem, Massachusetts, Dr. Maragliano-Muniz began her clinical career as a dental hygienist. She went on to attend Tufts University School of Dental Medicine, where she earned her doctorate in dental medicine. She then attended the University of California, Los Angeles, School of Dental Medicine, where she became board-certified in prosthodontics. Dr. Maragliano-Muniz owns a private practice, Salem Dental Arts, and lectures on a variety of clinical topics. You may contact her at [email protected].
