In this week’s episode I share a story about how I handled (or mishandled) a recent 2 star review. We also talk about a patient that was upset because I didn’t do “in house” financing, refused CareCredit, and took out a 300% loan. To say the least, we’ve had some very interesting patients since our last visit. Tune in to find out more on this episode of Business of Dentistry!
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Between these two interesting cases, let’s start with the 2-star Google review first, and then second let’s talk about the patient who took out a 300% interest loan for her surgery.
Recently I was finishing my first surgical case of the day and as I was walking back into my office, I heard my cell phone ping with a notification. I had received a Google review. If you’ve listened for awhile now you know I track these reviews consistently and am diligent about them.
I checked the review and saw it was a 2-star review, something that doesn’t happen often. So i looked at it and the person’s name rings a bell: I realize it’s my next patient! It was about 9:40am and the patient was scheduled for 9:30am. She left a two-star review saying the wait was awful and we had miscommunicated what was going on and that we would not work with her on payments.
So I asked one of my front desk staff if the patient was still in the office. My staff member told me the patient was still there, and was waiting while my team prepared a CareCredit application for them. This application was being done so the patient could be approved for their portion of the surgery bill.
I decided I would talk to the patient if she got approved and the surgery went ahead. She was approved, they took the payment and she came back to get started. I walked in and asked how she was doing. I could tell she was angry, but she said she was fine.
I said good, and told her she had made my morning already. She wanted to know how and I went on to explain that she was giving me the chance to convince her to change her 2-star review on Google.
The look on her face and the awkward silence that followed was deafening! I am sure I shouldn’t have done that, but I couldn’t help myself. She had left a two-star review saying my staff wasn’t taking care of her and wasn’t working with her on payments – and they were doing both. They were trying to get her taken care of so she could have her surgery.
We followed up with her and the surgery went well, and we also sent a request for a google review (or upgrade in her case). We got no response to that request.
After a few days went by I decided to respond to her review. I mentioned her “awful wait time” was only 19 minutes from the time she was scheduled for her surgery til the time she left the review. And in that time my staff was working with her to arrange third party financing which was accomplished without issue. I then asked my office manager Paul for feedback and he said it was appropriate so I posted it.
I brought this story up to again illustrate how powerful social media is and why it’s important to follow and track your online presence, and what people are saying about you. And the point is sometimes we can’t please people, even when we try our best.
The second story is about another surgery patient, and illustrates why we don’t do in-house financing. Listen in to today’s episode to hear about the patient’s 300% title loan, and why it’s a reason we only use third party financing like CareCredit. You’ll also hear why we’re going to look into what, if anything, we can do to improve our approach when talking about our patients’ healthcare with them.
And then leave a comment below or email me with your thoughts on negative reviews and in-house financing. Do you address negative reviews, or ignore them? Do you do in-house financing or do you avoid it? I look forward to hearing from you and thank you for listening to this edition of Business of Dentistry!