Addiction Treatment Centers: How to Deal With a Negative Customer Review
Drug rehab is a difficult process, and sometimes people going through treatment blame everyone except for themselves.
Although you may not be able to prevent what dissatisfied consumers might say, addiction treatment centers’ reactions to the criticism can be controlled.
Responding to critics should be handled with caution; internet messaging is a blunt instrument, and sometimes well-meaning intentions are misconstrued.
Here are three bits of advice to keep in mind when receiving negative reviews on Google Business Profile (Google My Business):
- Your paying clients are your reviewers. If they are not clients, highlight that fact.
- Your critics are human beings with (often unpredictable) emotions and susceptibilities.
- Your reviewers feel like they have no other avenue to express their feelings and complaints.
Of course, this advice may be used to handle bad reviews on any website, not just your Google Business Profile.
Customers will be more inclined to forgive and forget if you respond in a thoughtful, honest, and non-confrontational manner. If you’re lucky, you’ll earn their respect and loyalty as well.
Here are four things to keep in mind if you get a bad review:
1. Don’t run away from your mistakes. Make a point of recognizing your error, and do whatever it takes to make it right instead of pretending it didn’t happen. Reviewers want to be heard and feel like someone is taking the complaint seriously.
2. Focus on solutions, not excuses. Take responsibility for the client’s negative experience, even if you aren’t technically at blame. Apologize genuinely, then go above and beyond by giving a plan of action to resolve the underlying problem permanently.
You may also want to detail how you’ll collaborate with staff to resolve this issue. This shows that you’ve learned from your mistakes and taken action to prevent them from happening again.
3. Enlist the help of the client. Customers who are enraged are not intended to be malicious. They generally want to be heard and treated with respect and dignity. As a result, invite them to assist you in improving your treatment center.
Give your clients an opportunity to discuss this problem further over the phone or by email. Remember to do more than listen; show that you are doing something about it.
4. Work with a clear conscience. Don’t be burdened with people’s negativity. You did your best to help someone in need and keep your companies brand reputation.
There will almost always be at least one dissatisfied and loud customer when you have a business. To keep your brand’s image intact and ensure that you sleep well, respond to each complaint with a generous response that offers a short-term solution while simultaneously providing a long-term solution.