Don’t Worry About Negative Reviews: Sir Patrick Stewart shows us why

Every business has negative reviews. That is a fact. The most luxurious brands, renowned five star hotels, and celebrity chef restaurants all have negative reviews. While it’s important to monitor your online reputation, collect positive reviews, and improve your business based on customer feedback, it’s equally important to realistically approach bad online reviews. Don’t worry about negative reviews; conquer them!

After all, even our most beloved monuments around the country and the world have received 1 -star reviews, as read by actor Sir Patrick Stewart.

Shakespearean Actor Sir Patrick Stewart Reads 1-Star Reviews of Famous Monuments

Some people just can’t be impressed or satisfied. We all intellectually know this. Emotionally, however, is something altogether different.

Why You Shouldn’t Worry About Negative Reviews

The examples in the Patrick Stewart video are absurd, but they are real 1-star reviews published about awe-inspiring monuments. These are structures of architectural and historical significance! And yet some people found that these weren’t good enough for them. These people exist, and they have come or will come to your business. They aren’t easy to please and they often have unreasonable demands.

Unreasonable People With Unreasonable Expectations

dont worry about negative reviews

You’ve likely already met one or two before. They expected you to lower yourself to their demands, but you didn’t give in. You refused to be a prescription pad signature at their beckon call, and that infuriated them. Sound familiar? Well, then you also know that, as soon as they left, that wasn’t the end of it. The negative reviews popped up. If you were lucky, it was just one review site; if you got a particularly difficult patient, two or more websites showed identical one-star rants about you, your staff, and your practice.

This is usually when the panic sets in. “What if other patients see this review? Will people who read it think that I’m a bad doctor? What if I lose business because of this unreasonable person? If only I could respond without violating HIPAA!”

You aren’t alone. If you were, we wouldn’t be invited to speak about this exact topic every year at prominent medical conferences around the country.

The truth is, if you read the really nasty reviews again, you’ll realize it’s not a big deal at all. When other reasonable people researching your practice stumble onto these online rants, they will see what you saw: an unreasonable person. Don’t believe it? Watch the video again. Read the comments. Look at how many people reacted to it on social media. They’re laughing at these reviewers. The majority of people who watch this video are reasonable and find these reviewers to be completely out of line and ridiculous. So, too, will potential customers and patients who see this kind of negative review about your practice.

Some Negative Reviews are Constructive

Not all negative reviews come from such a ridiculous and comical place, however. Many are constructive feedback from real customers and patients who have a legitimate concern about their experience. Read more about how negative reviews can help save your business.

Need Help Managing Negative Reviews or Generating Positive Reviews?

End your worry about negative reviews with the help of our team. Total Social Solutions is a trusted resource for reputation monitoring and reputation management. We help our clients learn how to generate positive reviews, implement review collection strategies, and respond to reviews for positive customer and patient engagement. We also frequently present on reputation monitoring and management topics at the American Society for Dermatologic Surgery (ASDS) annual conferences and contributed a series of articles on the subject to their members-only print publication, Currents Magazine.

Have a free consultation with us to find out how we can help you with your review strategy.

"Looking Good on Social Media" cited as a reason for uptick in Cosmetic Surgery business

social media fueling plastic surgery business increase

You can’t be camera shy in the new social media age.

Photo sharing, LinkedIn profiles, and social media in general are fueling a larger need to look better once only reserved for celebrities frequently on television and in movies.

Now that we’re all essentially in the spotlight on our social media profiles, 27/7/365, looking our best is becoming more and more important.  This is especially seen in plastic surgery practices as business has grown despite a lack of job growth and a poor economy in recent years.

The American Society of Plastic Surgeons even reported in their 2012 Plastic Surgery Statistics Report that social media has been cited as a driving force behind the increased business plastic surgeons are seeing in their practices.

Which begs the question:

Why aren’t more plastic surgeons utilizing social media for aesthetic medical marketing to drive business when there’s clearly a demand on social networks?

HIPPA Violations

Social media is fraught with news of privacy violations, so it’s natural to feel concerned that using social networks to market your practice could be risky for patient privacy.

Solution:   Since the AMA began publishing regular standards for using social media for medical marketing, we hear these concerns less often.  Our social media experts, and any social media marketing company or individual, should be well versed with the AMA standards before starting a medical marketing campaign on social networks.

It’s Too Time Consuming

Doctors are far too busy to do marketing, and much of their staffers are busy managing patients and dealing with day-to-day operations of the business. Who has the time to post on Facebook, or even know the best way to do it for the best results?

Solution:  Outsourcing your efforts to a firm or an aesthetic medical marketing contractor with the knowledge necessary to successfully market your practice on social media resolves this problem.  Make sure you have open and regular communication & meetings to ensure your needs are being fulfilled, progress is being made, and ROI is successfully measured.

Negative Reviews & Comments

Many medical aesthetic practices are very anti-Yelp and review sites, as they’ve heard many horror stories about negative reviews that have destroyed businesses.  Unfortunately, not taking control of your online reputation by avoiding it can be more detrimental to your practice.  Additionally, the negative experiences with social media as reported by other medical aesthetic practices are actually the exception to the rule.

In a recent study conducted by the Journal of the American Society of Plastic Surgeons, only 1.5% of respondents said they felt social media negatively impacted their businesses.

Solution: Become an active participant in social media! Ignore the stories you hear about negative social media experiences and how Yelp destroyed the medical aesthetics practice down the road from you.  Take an active role in your social media so that you can respond to negative comments & reviews and take action to correct any issues that come up.

Can’t Measure or Show ROI

Money in and money out is important to you, as it is to most plastic surgery practices.  So how do you know if your Facebook page is making any money?  Most social media marketers tell you that ROI is all about engagement and community.  While engagement and community is definitely an important piece of the puzzle, it doesn’t pay the bills.  Therefore, it’s not true ROI.

Solution:  Come up with a way to measure your ROI through increased phone calls and appointments into your practice directly related to your online efforts.  Contact us to find out how we do it, and we’ll get you setup on a campaign that we can generate GUARANTEED ROI for your practice.


You want to be where the demand is!

If social media is fueling higher demand for cosmetic surgery, then you need to be on social media to make sure you are the first surgeon they see when they decide to act on this desire to look better and feel better about their appearance on social networks.   Being active on your social spaces and having a community of loyal fans & followers who actively participate on your spaces and recommend you personally, in addition to coming in for your services, fuels business through that ever important word of mouth buzz.  Go where the demand is and get started on your social media campaigns today.

How Negative Yelp Reviews Can Save Your Business


Seriously – negative reviews HELP you!

No…that’s not a typo.  We’re actually serious, because despite whether you want to hear customer complaints or not, they really can save your business.

As business owners, we tend to take it personally when a client is dissatisfied with services rendered, even though the logical portion of our brains reminds us that we can’t please all of the people all of the time.

With the Internet, however, a dissatisfied customer can tell more than just her friends; she can spread the word to your entire potential customer base with a simple 2 minute written review and a mouse click on prominent websites that consumers trust to deliver valid and valuable information about who to do business with and who to avoid.

This can be detrimental to a small business if enough negative reviews are seen on such review sites.  However, most business owners take the wrong approach when investigating what to do about negative reviews when they crop up.

Learn From Your Mistakes – Turn Negative Reviews into Positive Customer Experiences

Some negative reviews are completely unwarranted.  Some people who come into your business are just never going to be satisfied no matter what you do.  Unfortunately, that’s business and that’s life.  Whether you want to accept it or not, that’s simply a risk you take when you go into business for yourself.

However, there are other clients who, no matter how much you may want to deny it, have very real concerns that should be addressed instead of responded to with further negativity or even silence.

When you see a negative review, ask yourself:

“Have any of our other clients ever had these same complaints?”

If the answer is “Yes,” then there are very real problems happening within your business that need to be addressed immediately.

For example, if enough unhappy clients posted reviews stating that “the front desk staff was very rude,” and that “my appointment was about 30 minutes before I was actually seen,” and “the practitioner was inattentive and/or rude,” then you should address these as soon as possible and correct them as well.

How do you fix it?

First, call the reviewer!  Yes, call the reviewer and thank her for bringing these flaws in the business to your attention and helping you implement real improvements to how you do business.

Invite her in for a do-over appointment, and make sure her experience is stellar.

Implement changes in how your business is run to fix the problems you’ve consistently heard from your clients.  If it was a problem with the front desk staff or a practitioner, train them to improve or replace them.  If the wait times are an issue, get to the root of the problem and solve it.

If you follow the above tips, not only will you likely turn a negative review into a positive review, you’ll have gained a client for life and improved your services for everyone who walks through your doors from that moment on.

Need more help with your online reviews?  We offer Yelp Help assistance to our interactive marketing clients.

Already a client?  Contact your Customer Satisfaction Manager and request a meeting to discuss review tactics like those above.

Not yet a client?  Contact us for a free social media evaluation and we’ll also send you a FREE e-book dedicated to social media marketing for aesthetic medical practices!

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