I’m the first person to tell a dentist, if you’re going to use a consumer review service, use Google Places. Sure, you could use Yelp! or Merchant Circle, and I certainly don’t discount the SEO benefits of using multiple services. However, only Google Places allows a dentist to “respond publicly as the owner” to a negative review.

Let’s say you get a Google Alert that your name came up in a new Google Places review. Much to your surprise, the review was bad… really bad. In fact, you were called a quack! You may not even remember seeing the offended party. Perhaps the review is a fake. Regardless, you’re lucky the review was on Google Places and not Yelp! Why? Because you can respond. You have the opportunity to share your side of the story.

Warning: DO NOT GET EMOTIONAL. Instead, use facts, empathy, and kindness in your response.

Here’s a pretend review from a disgruntled individual…

“Dr. Xavier placed a crown on my tooth, but I still have a toothache, and I feel like I was greatly overcharged! When I called to ask about my bill, they wanted me to come in for another appointment! I think Dr. Xavier and his team are money hungry quacks! – In Pain from Dallas, Tx” Read More