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Video transcript:

While many of the reviews that you receive are positive, occasionally they will be negative. How do you handle a negative review?

Well, if you know who the patient is, you can reach out to him or her and try and solve their problem. And if you have solved the problem, ask if they will update or even remove the review. And the magic words you want to use, after you’ve solved their problem would be, “Would you be kind enough to update or remove the review? It’s a request not a demand.” It’s a request not a demand. The vast majority of people will reciprocate. Not everyone. But if you’ve solved someone’s problem, it’s a reasonable request to update the review. So that is one category of how to respond but you’re responding behind the scenes.