Dentistry and Social Media
If you receive a bad review, immediately responding in public and asking the reviewer to speak/email in private is always a great start. If things can be resolved privately, asking the reviewer to update the review after resolution is always an option.
If you are actively asking for reviews from customers and getting positive reviews one bad review won't hurt and will likely look out of place. Asking for reviews is always a good idea!
I am also concerned with false reviews being placed by friends and family to boost ratings or google standings for other offices as I had a person state that they had been solicited to place reviews for an office and they would be rewarded accordingly by the number of reviews they were able to drum up. How do you stop this Social Media deceit?
This is a very complicated problem. But I would say this is a problem in social media so the answer resides in social media only.
You need to be active on social media. If someone writes a bad review just answer them with an apology and ask them to connect via phone/email etc. If they do connect you can resolve the issue. But if they don't, do a follow up again on social media. At least this will show the other users that you are concerned.
If someone writes a good review, then also respond them with a thank you.
There are always a lot of fake accounts those who write bad reviews. I would suggest asking your patients about their email id etc. I am sure you do this anyway. And let's say you get a comment from email@example.com and you had no patient of this name in your patient list. You can simply say "We apologize but this user or email id is not on our patient list", but this has to be done carefully.
I agree with Hitesh. Always respond and say something like "I'm sorry you had a bad experience" or "I'm sorry you feel you were treated unfairly" , etc. Then you could say something like "we'd love to reach out to you to see what we could do to remedy the situation, but unfortunately we can't find your name (email address etc) in our records. Could you please give us a call so we can address your concern(s)?" Always keep it neutral, I think most people who use social media know how the truth can sometimes be "skewed" and will give you the benefit of the doubt. I also agree that you need to be active on social media. The day to day tone of your page says far more than 1 bad review.
I will not be affected. I know where I stand and I know my performance. Reviews are for advertising purposes, to promote goods or services to the public. I would rather improve my craft each day and I will do any procedure the best possible with the highest standard of care and ethical values.