The simple truth is that getting more (and better) reviews means more traffic, more leads, and more clients. But sometimes you DO get bad reviews. What should you do about bad reviews?
Is “fixing bad reviews” actually possible? You typically can’t fix bad reviews but with our strategies you can lessen their impact. The most effective method is to respond quickly and thoughtfully and drown those bad reviews in a sea of good reviews.
Why respond to bad reviews?
Knowing what to do to fix (or mitigate) bad reviews for home healthcare agencies is vital. According to a recent survey, 62.7% of people searching online consider reviews to be “critical” or “very critical” when selecting a home healthcare provider.
Bad reviews, even if they aren’t legitimate, can seriously damage your home healthcare agency’s online reputation. Their repercussions can have a big impact on your bottom line.
Families and potential patients who see negative reviews on sites like Google and Facebook often move on to look elsewhere for their home healthcare needs.
More Families are finding the help they need online
The number of families that find their home healthcare providers from online reviews is growing, so it’s essential that you focus on managing your agency’s reputation online. Adult children are not typically reading newspapers or publications, they are searching online.
No matter how wonderful the majority of your patient experiences are, no one is perfect. Your business will encounter good, bad, and just plain mean reviews.
- Only 13% of consumers would consider using a business that has a 1 or 2-star rating. (SearchEngineLand)
- Four out of every 5 customers changed their minds about a recommended purchase after reading negative online reviews. (Cone Communications)
- 86% of customers hesitate to choose a business with negative online reviews. (invesp)
You can’t control what reviewers write, but you can control how your business responds to negative reviews. Responding in a way that makes them feel heard and may even cause unhappy customers to change their review.
Frequently asked questions about bad reviews
Why are bad reviews helpful? What’s the bright side?
If your agency has all positive reviews, potential families might wonder if your business is paying for reviews. Having a few negative reviews proves that all your reviews are authentic.
What should be do to fix bad reviews for our home healthcare agency? Should we respond to bad reviews?
YES! Responding to bad reviews effectively can change angry patients into happy ones.
How do you NOT respond to a bad review? Don’t let it connect to your businesses online profile. Even if the review is unfair and defamatory, remember to be polite to show how dedicated your agency is to hearing feedback and providing great service.
How do you get rid of bad reviews online?
While you can’t get rid of bad reviews online, you can solicit reviews from all your patients to make sure that you’re getting frequent (and hopefully positive) reviews.
What should we do about fake reviews?
Most review sites give you the option to report fake reviews. We recommend also leaving a strong but polite response.
How Gold Egg Digital can help you stay on top of patient reviews
After taking a look at these bad review examples, you can see that knowing what to do to fix bad reviews for your home healthcare agency is important although not actually that difficult. Responding in a professional manner is the most important strategy.
With hundreds of review sites, your home healthcare practice will likely get a few bad reviews online. The ultimate goal is to start a dialogue that will help you not only to respond to negative reviews but also improve patient relationships.