How Dentists Can (and Should) Respond to Google Reviews

Clients are always asking us what more they can be doing to improve their SEO, and one of our most common answer is this: Respond to your Google reviews!

Though the landscape of search is ever changing, this has proven time and time again to have positive results. It’s because of another fundamental principle of SEO: Google likes when you use its products, ****and likes recommending users to businesses that are active and engaged with their audience. And as long as Google is king of search, we try to do what makes it happy (as loyal subjects do).

But it’s not just about Google. People like this, too! If someone is reviewing a business’s reviews and notices one that is responsive and another that isn’t, its easy to see how a user might put more trust in the business that actually responds.

Responding to reviews is the rule, but how? For dentists, there are some special circumstances at play, and these are the most common questions we get:

• How can you respond to a review without violating HIPAA?
• What should you do if a review is negative?

You’re in luck. Our very own SEO Specialists have put together this Google Review Response Formula, a A HIPAA-compliant, personable framework that can be adjusted to fit your style.

S8E8 Google Review Response Formula: Positive Reviews

Step 01: Start with a Warm, Direct Greeting 👋

If the reviewer’s name is public, it’s okay to address them by name. If there’s no name, a simple, “Hi there!” works great.

Examples

• “Hi, Mike!”
• “Hey, there!”

Step 02: Express Immediate Gratitude

A simple, heartfelt thank-you goes a long way. Lead with that, no matter what type of review you’re responding to.

Examples

• “Thank you so much for your review.”
• “We really appreciate you taking the time to share your experience.”

Step 03: Add a Personal Touch

To stay HIPAA-compliant, don’t include PHI (Protected Health Information). This means no treatment details, and only referencing identifying details like names and family members if the reviewer already reveals that information in the review.

Examples

• “We enjoyed getting to know you.”
• “You always brighten our day!”
• “Your family is so sweet.”

Step 04: Reinforce the Positive Experience

Match the tone of their review, and acknowledge their positive experience while staying HIPAA-safe.

Examples

• “We’re so glad you enjoyed your visit.”
• “It means a lot to know you felt well cared for.”

Step 05: End with Openness

If they had awesome things to say about your practice, our guess is you want to see them again! Invite them back, and let them know you’re thinking of them, even when you’re not face-to-face.

Examples

• “We look forward to seeing you again.”
• “We’re here if you ever need anything.”

Optional Step 06: Sign Off

A simple sign-off from the team isn’t required, but can add warmth and personality to your response.

Examples

• “— the Dental Practice Name Team :)”
• “— The Team”
• “— Dr. Longtooth”

Follow these steps, and you have a formula for any positive-review response that protects doctor/patient confidentially.

Remember: responding to reviews is just another form of patient interaction, so pack it with warmth and be authentically you! Responses that are genuine will feel that way, so we hope this framework gives you the confidence to be active in your reviews section without fear.

S8E8 Google Review Response Formula: Negative Reviews

Getting a negative Google review can feel like the end of the world, or at least the start of a pretty bad day. As a practice owner, it can even feel like a personal attack. But it’s important to remember that a bad review is not the end of your reputation. In fact, it’s an opportunity to:

• show your audience how you can respond to negativity with empathy, calm, and clarity
• ingest valuable feedback, accept a hard truth, and make any needed adjustments in your practice

Most people just want to feel heard, and a simple apology and a thoughtful response can even win a patient back. Not only could it turn things around with that patient, but anyone reading your reviews will notice how you handle tough situations — and that says a lot about your practice.

Our formula for responding to negative reviews is just three steps, but first: take a beat.

No knee-jerk reactions necessary. Seeing a negative review can feel urgent, but allow yourself 24 hours to respond, and wait until you can approach it without too much bias.

Ok, here we go:

Step 01: Acknowledge Their Experience

Keep this simple, neutral, and empathetic. Emotional responses make great reality TV, but you don’t want anyone pulling out the popcorn in your comments section.

Examples

• “We’re sorry your experience didn’t reflect our standards of care.”
• “We appreciate your feedback.”

Step 02: Clarify Factual Policies (if Necessary)

Sometimes the crux of the issue is a misunderstanding, and clarity can smooth over the situation.

Examples

• “Our membership plan does only cover one set of X-Rays per year.”
• “While we do have an office dog as a therapy pet, we do not allow other dogs or animals in our office.”

Step 03: Invite Offline Resolution

The real goal of your response to a negative review is to take the conversation offline. Resolving conflict one-on-one is far more effective and impactful for patients. Plus, it humanizes your response and avoids any public back-and-forth.

Examples

• “We’d appreciate the chance to speak with you directly.”
• “Please call our office so we can assist you.”

Optional Step 04: Treat Yourself

The day you get a negative review is probably the day you need a cookie. And if you wrote a calm, empathetic response? You deserve it.

All of our clients express that the quality of care they want to provide exceeds expectations, and makes patients feel cared for like family. We believe you, and we believe in you! Responding to Google reviews is just a small part of that big picture.

Now go forth, and may Google bless you with higher rankings!

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If you have other questions about SEO and Google reviews (there are so many 🫶🏻) we’re here to help. Schedule a Discovery Call below to find out more about how we can create a custom marketing strategy for your practice.

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