Re: [ACEsthetics] negative review.

Ken,

Don't respond. Get your "raving fans" to write reviews for you. Reviews are the new age of our profession and negative ones are part of business just position yourself to have many more positive ones and the negatives will have less weight. Good luck. 

Shahin Safarian DMD, MBA, LVIF | Irresistible Smiles
Carmel Valley/Del Mar 858.755.8993 | Chula Vista/Eastlake 619.656.6785
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-----Original Message-----
From: Ken siegel <kensiegel@onlymyemail.com>
To: gnr <ACEsthetics@googlegroups.com>
Sent: Sat, Aug 31, 2013 06:40 AM
Subject: [ACEsthetics] negative review.

So I just got notified by angle's list that there was a new review about my office.  This guy came in and was a real a-hole.  Tooth #6 was out with a skinny post and the tooth was slightly above the gum line.  He was an insurance guru who says Aetna will pay everything.  I told him there was no way the tooth would hold after re-cementing but mister know it all insisted that I re-cement it.  He still owes us some money from what his insurance didn't pay and he doesn't understand why he owes us.  If he was a nice guy I would simply wipe off the balance, but he's not.  Here's the review.

Review Date: August 30, 2013

Member:  anthony wallace 3217 Twin Silo Dr Blue Bell, PA 19422 Category:  Dentistry - General Evaluation Done:  Yes * More Weight is given to a review when an evaluation has been completed. Approx. Appointment Date:  July 09, 2013 Use this Provider Again:  No Description of Experience:  I had a tooth fall out. Member Comments:  The dentist was very strange.  He did not want to do anything.  He did some x-rays.  He put the tooth back in, and he said it would not last.  He was correct; it fell out after a day.

Overall D Availability A Office Environment B Punctuality C Staff Friendliness A Bedside Manner D Communication D Effectiveness of Treatment F Billing and Administration F

So would you respond to this?  I was thinking of sending something like this.  What do you think?

Mr. Wallace,

I'm sorry that you were unhappy at our office.  You had a crown come out that I did not make for you.  We took a few x-rays and I informed you that there was no way that this crown would hold if I re-cemented it.  I advised you correctly that you needed a new post and core and new crown.  You insisted that I re-cement it anyways.  I told you it wouldn't last since there was nothing holding it in place.  Now that it came out you seem to be upset that it came out the next day.  I'm not sure how this appointment could be considered and overall D in rating since I did as you asked, told you it wouldn't last, and was correct that it didn't.  

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