Why One Bad Review Can Cost You Thousands
I’ve seen it happen to a physio in Chermside and a dentist in Paddington. You’re working twelve-hour days, looking after patients, and doing everything right. Then, you open your phone and see it: a one-star review from someone claiming you were rude or that your fees are too high.
Your stomach drops. You’re angry because it’s unfair, and you’re worried because you know that in Brisbane, word travels fast.
Here is the reality: Most patients will check your reviews before they ever pick up the phone.
If you have a string of bad reviews—or worse, a single nasty one that you haven’t replied to—you are losing money every single day. People aren't just 'browsing'; they are looking for a reason not to book with you. Don't give it to them.
In this guide, I’m going to show you exactly how to handle these situations so they don't tank your business. We aren't going to talk about 'brand sentiment' or 'online reputation management' jargon. We’re talking about how to stop losing patients and how to make sure your clinic stays busy.
The Truth About Reviews in 2024
Most health business owners think reviews are just a 'nice to have.' They aren't. They are your digital shopfront.
I’ve spoken to clinic owners who spent $5,000 a month on fancy ads but couldn't figure out why clinic marketing fails for them. Usually, the answer was sitting right there on Google: a 3.2-star rating. You can spend all the money in the world on ads, but if your reviews look like a train wreck, you’re just paying to show people why they shouldn't visit you.
Prediction: Reviews are getting harder to 'fake'
Google is getting smarter. You can’t just have your cousins and staff leave five-star reviews anymore. It looks dodgy, and Google knows. The future of health marketing is about authenticity. One honest, detailed four-star review where you’ve replied professionally is worth ten 'Great service!' five-star reviews from accounts with no profile picture.Step 1: Don't Fire Off an Angry Reply
When someone attacks your business, it feels personal. You want to defend your staff. You want to point out that the patient arrived 20 minutes late.
Don't do it.
An angry reply makes you look like the problem, not the patient. Even if the patient is a total nightmare, you need to be the adult in the room. Why? Because you aren't writing the reply for the angry person. You are writing it for the 500 other people who will read it this month before deciding to book.
If you look defensive or petty, you lose. If you look professional and caring, you win.
Step 2: The 'Health Business' Response Formula
In the health industry, you have a massive hurdle: Privacy. You can’t go into details about what happened in the treatment room. Even if they lie about their treatment, you have to be careful.
Use this formula for every negative review: 1. Acknowledge and Thank: "Thank you for your feedback." 2. Apologise (Without Admitting Fault): "We’re sorry to hear your experience didn't meet your expectations." 3. Move it Offline: "We’d love to discuss this further to make it right. Please call our practice manager on [Phone Number]."
That’s it. Stop there. Don't argue. By moving it to a phone call, you show other potential patients that you care about getting more patients and providing good service, while stopping a public shouting match.
Step 3: How to Bury the Bad Reviews
The best way to deal with a one-star review is to bury it under twenty five-star reviews.
Most happy patients don't think to leave a review. They just go home and feel better. You need to make it part of your daily routine to ask for them.
- The Reception Ask: "Glad we could help today! If you have a second, a Google review really helps our small business." - The SMS Follow-up: Send a text 2 hours after the appointment with a direct link to your Google page. - The QR Code: Put a sign on your front desk.
I worked with a chiropractor in Indooroopilly who started asking every patient for a review for just one week. They went from 12 reviews to 45 in seven days. Their phone started ringing 30% more the following month. It didn't cost them a cent.
What’s a Waste of Money?
Don't buy 'Review Removal' services. 99% of them are scams. Google almost never removes a review unless it contains threats or profanity. If someone tells you they have a 'special contact' at Google who can delete bad reviews for $500, they are lying.
Spend that money on a nice coffee machine for your waiting room or a better strategy to fill chairs instead.
The Long Game: Building a Reputation That Sells
In Brisbane, people trust people. If your clinic has a reputation for being the best in the suburb, a couple of cranky reviews won't hurt you. In fact, if you have 200 reviews and three of them are bad, it actually makes the 197 good ones look more real.
What to do right now: 1. Go to Google Maps and find your business. 2. Look at every review from the last 6 months. 3. Reply to every single one—even the good ones. A simple "Thanks for coming in!" goes a long way. 4. If there's a negative one, use the formula above.
This isn't just 'admin work.' This is how you grow your profit. Every review you respond to is a signal to Google that you are an active, trustworthy business in Brisbane.
Need a Hand?
Running a clinic is hard enough without worrying about what people are saying online. If you want more phone calls and fewer headaches, we can help you get your marketing sorted properly.
At Local Marketing Group, we don't care about 'likes' or 'engagement.' We care about making your phone ring.
Contact Local Marketing Group today and let’s get your clinic the results it deserves.