how to respond to a negative review
From the dentist
I’m standing in my office after another busy day, scrolling through Google, and there it is.
A new review.
One star.
My stomach drops.
Wait — what?!
This is the same patient who gave me a hug before they left. A hug! They told my assistant they loved their visit. They literally said, “You guys are the best.”
And now… this?
My blood pressure spikes. My first instinct? Grab my keyboard and type back something like:
“Really? You hugged me and then went home and left this review?!”
But here’s where we have to stop — and take off the dentist hat for a minute.
Enters the Marketer
When you reply to a review, you’re not talking to the person who wrote it.
You’re talking to every future patient who’s reading it.
They’re the ones scrolling your Google profile at 11 p.m., comparing you to the office down the street. They don’t know the full story — they just see how you handle conflict.
If you sound defensive, dismissive, or angry, it’s not the reviewer who loses trust.
It’s the next ten people who were thinking about becoming your patients.
Your response becomes a snapshot of your culture. A little window into how you treat people — especially when things go wrong.
Through the Patient’s Eyes
Imagine this: A mom of three is looking for a new dentist. She’s reading your reviews. She sees the one-star comment, but then she reads your response — and it’s calm, kind, and professional.
You write something like:
“Thank you for sharing your feedback. We’re truly sorry to hear about your experience. We take all feedback seriously and would love the opportunity to make it right. Please give our office a call so we can discuss this further. We want to make this right!”
In that moment, she thinks,
“Wow, even when someone’s upset, they care. That’s the kind of dentist I want.”
You’ve just turned a negative into proof of your professionalism.
The Real Secret of Review Replies
Your response isn’t damage control. It’s marketing.
It’s your chance to show empathy, accountability, and leadership — the exact traits patients want in their dentist
Every reply is a tiny PR moment. It’s content. It’s reputation management. And it’s one of the easiest ways to build trust with zero spend.
So next time you get that gut-punch of a bad review, take a breath. Step away from the keyboard. Then respond with strategy in mind, not emotion.
Because the goal isn’t to win an argument.
It’s to win trust.
Pro Tips: How to Respond Like a Pro
Negative Review Example
“Hi [Patient Name], thank you for sharing your feedback. We’re truly sorry to hear your experience didn’t meet expectations. We’d to learn more and make it right — please contact our office at [phone number] so we can speak with you directly. – The [Your Practice Name] Team” (or, sign the providers name)
Why it works: It’s empathetic, calm, and shows you care — without getting defensive. It moves the conversation offline, where real resolution can happen. When you speak with them, update your response to say something like this…”It was so nice speaking with you and we’re glad we were able to come to an agreement and can’t wait to see you again.”
Positive Review Example:
“Thank you so much, [Patient Name]! We’re thrilled to hear you had a great experience. We loved seeing your smile and can’t wait to welcome you back at your next visit! – The [Your Practice Name] Team” (when possible, add something personal that relates to the review)
Why it works: It feels warm and human. Don’t just respond to the bad — thank the good! It shows future patients you appreciate feedback and build real relationships.
Neutral Review Example:
“Thank you for taking the time to share your thoughts. We appreciate your honesty and will use your feedback to keep improving. Hope to see you again soon! – The [Your Practice Name] Team”
Why it works: It acknowledges the feedback without over-apologizing or ignoring the patient’s opinion. Balanced and professional.
Final Thought
Reviews don’t define your practice — your responses do.
Reply with empathy. Stay professional. Keep your tone warm and consistent.
Because in dentistry (and marketing), how you show up when it’s hard says more about you than a five-star review ever could.
