Michael Luevano:
And you can do it a public response, or, in a case like Yelp, you can do a private response to the opinion, and you can change that opinion, because, again, it's an opinion. It's not fact. They're not trying to actually defame you, as a lot of people might originally think, because you just got this review, but as you start to digest and you look at the content and you see what's really being said about you, you might, in most cases, find, "Hey, this is something that I can discuss or negotiate or even have the customer completely remove." We see it happen all the time, because it's what customers are really looking for, believe it or not, from putting these negative reviews. They're not looking to tear down your businesses, folks. They're not looking to destroy you. They're looking to see if you really have the aptitude to understand that there's a need here, that there's somebody here that has something that they want somebody to discuss with them and, more than likely, try and help resolve. Okay? So we need to be thinking about that. And helpful, [thanks 00:17:34]. And one of the things about that that I want to, at some point, when we bring Sam on, I want to discuss with Sam the responses like you're talking about. One of the things that is different in the chiropractic world with these online reviews is that some of the people that put these on are specifically doing it to harm the business, and when they are, the approach taken needs to be very cautious, because, again, it's not just the potential for HIPAA violations, but you don't want this to wind up as a licensing board issue as well. It can escalate, and depending on how much or how little you actually respond, can make a world of difference, so I want to share that through you, Michael, but I also want to come back to that with Sam as well. Excellent, excellent. Perfect. Thank you, Dr. Stu. So as we get into this last point here about if we're taking up in arms, we were just talking about that in the last slide. These reviews are really opportunities for growth, in that case of where you can turn the negative into a positive, and in some cases and points here, there even might be areas of the business operationally or from a pointed service, of how the company or the practice is providing a service, it could be something that could be improved upon. I mean, it could be just the timeliness of them waiting in the waiting room to where you change your operations to where now people are getting a better experience from that standpoint, so there's a lot of different angles, folks, that you could be looking at how this could be an improvement overall for how you do business. And now we get into, keep these options in mind as you start to think about operationally how you're going to be doing strategies to circumvent any kind of bad reviews that are coming your way, or deal with them as they do come, so here is where we talk about that, what we just discussed a little bit ago, directly respond to the consumer. You can directly respond on the backend of most search engines, whether it's Google, Yelp. There's lots of places to write reviews now, so please, try and go right to the source directly, and if that doesn't work, then what you probably will have to do is put a public response. Because here's the reason why that's important, folks, is that if you've got somebody out there
Dr. Hoffman:
Michael Luevano:
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