AGD2017 Las Vegas
F30: OMG I Got A Bad Review. What Should I Do?
  , Birdeye

Subject: 550 – Practice Management & Human Relations
Credits: 1 (Lecture)
Thursday July 13: 12:30 to 1:30 p.m.
Audience: DTC (D, H, A, O, T), ST, R
Fee: Free with Registration!
Location: Exhibit Hall

Speaker Bio: Philadelphia, PA; private practice; owner, Pennsylvania Center for Dental Excellence; general manager, dental, Birdeye

Description: Every dental practice has seen a patient leave a bad review online on Google, Yelp, Facebook or one of the other 120 websites that collect and republish feedback from your patients. A perfect dental practice isn't one with perfect reviews, it is one that deals with reviews perfectly. One of the most common questions dentists and their teams have is what do they do when they receive a bad review from a patient. Many feel like they are being attacked and their emotions vary from anger to embarrassment and perhaps some as even depression but don't worry negative reviews are going to happen. The patient may be having a bad day, a team member said the wrong thing or the insurance did not pay as much as expected and thus the patient owed more than you anticipated. One negative reviews isn’t going to shut down your practice, but the way you handle negative reviews will set the stage in moving forward and improving your practice’s customer service and online reputation. In this 1 hour seminar you will learn techniques to help you solve negative reviews and earn better reviews, increase production and get more new patients.

In this class, Dr. Leonard Tau, practicing dentist will cover:

  • Why online reputation is important ?
  • How online review websites work
  • How to handle negative reviews?
  • How to create systems in your office to get patients to leave feedback for you?
  • How to monitor and manage your online reputation?


This Learning Lab is brought to you by Birdeye.