My clinic has been getting an increase in bad reviews lately. Usually, because the client couldn’t afford care, or because we couldn’t fit them into our already packed schedule. Do you respond to the reviews, or ignore them?

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Sometimes we'll respond when they make it seem like we're terrible people an d just try to keep it polite like "Sorry we couldn't bring you in for a consult without prior notice, we'd be happy to take you if you call ahead next time"

You must evaluate which one is appropriate to respond to.
If you decide to do so, do not try to attack the customer, but try to make it clear that it is not your fault.

I don't think it's a good idea to respond to negative comments. I think it's better to focus on the positive comments and try to get more of them.

Responding probably won't make a difference for that client, but it will show people searching for you that you are responsive and have reasons behind your decisions.

I would personally respond to the reviews. I think it's important to acknowledge when we've made a mistake, and to apologize to the client. It also gives us an opportunity to explain what happened and how we plan to fix the issue. Additionally, responding to reviews can help improve clinic's online reputation.

It depends on the review. If the review is just someone being mad that we couldn't fit them in, or that they can't afford care, then I generally ignore it. However, if somebody is leaving a review because they feel like they didn't receive good care, or their animal didn't get the best treatment possible, then I'll definitely respond.

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