If your business is hit with a negative online review, how should you respond?
If you’re a healthcare professional, it may be best to hold off on posting a patient’s confidential information.
Some American doctors are facing criticism following their response to scathing critics on sites like Yelp.
One dentist in Washington took on a patient who blamed him for the loss of a beloved molar.
“Due to your clenching and grinding habit, this is not the first molar tooth you have lost due to a fractured root,” he wrote. “This tooth is no different.
The Washington Post points to another dentist’s scolding of a displeased patient: “I looked very closely at your radiographs and it was obvious that you have cavities and gum disease that your other dentist has overlooked. . . . You can live in a world of denial and simply believe what you want to hear from your other dentist or make an educated and informed decision.”
Consumers have complained about said responses to the Office for Civil Rights, which in turn has warned professionals about sharing personal information online.
How should one approach an untrue negative review? Is it wise to fight fire with fire? Or are you better off not responding to slanderous allegations?