Responding to Negative Reviews Online

Receiving a negative review online can be a difficult experience for any practice owner. It’s natural to feel disappointed, frustrated, and even a little hurt when you receive criticism. Negative reviews can be particularly challenging to deal with because they are often public and visible to a wide audience. It can be hard to shake off the feeling that potential clients may judge you based on one negative opinion. What’s most important is how you respond to that criticism. Here are a few steps to follow when responding to a negative review online:
1. Take a step back, give it a day, reflect and talk about it, draft a review to share before replying
2. Acknowledge
3. Apologize
4. Provide an explanation (only if necessary)
5. Move it offline (invite to talk over phone)
6. Resolve if possible

Here are some examples of replies to negative reviews:
“[Client Name], we are deeply sorry to hear that you had this experience during such a heartbreaking time. We understand what a painful, personal decision it is to say goodbye to a beloved family member and we do everything we can to support people through this situation. To learn that we fell short for you is greatly disheartening. If you would be willing to reach out to us at [Phone Number] or [Email Address] so that we can learn more about this specific situation, we would greatly appreciate it.”

“[Client Name], thank you for taking the time to share your experience. Though we do the best we can to ease pets’ and their families’ pain through this process, nature sometimes has her own plan for how a body transitions. Every pet’s specific disease process plays an important role. Our veterinarians carefully choose the best medications for each pet based on their symptoms, and our #1 goal is always the comfort of the patient. It’s difficult when things feel out of our control, so it’s good to focus on what was within our control. You made a kind choice to say goodbye to [Pet Name] at home where he felt safe and comfortable. And you chose to be there for him every step of the way. While [Pet Name]’s passing was different than you had envisioned, we are glad that he was able to pass surrounded by your love. Our heartfelt condolences for the loss your dear friend.”

“Thank you for reaching out, [Client Name]. We are deeply sorry for your loss and know how difficult it is to lose such a loved family member. We have thoroughly reviewed the situation and clarified some things with you throughout the week. We appreciate all feedback and our sincerest hope is to provide compassionate services to all of our clients. If you have any further questions, we are happy to continue working with you on the matter.”