that said something damning or is not replying to you, you're not communicating back, they're like, "Done. Okay. This is my point. I'm not going to talk to this business anymore," then it's important to publicly say, "Hey, this is our [opinion to 00:20:30] the situation." Where there's nothing ill or anything we tried to create in what was a negative manner, and really [putting it as 00:20:38] this that you're not trying to make excuses, because I know that that's not going to be something that you would want to do for yourself, so simply state that, "Hey, you wanted to try and resolve the situation. This is not the way things are," and try and keep things very clear and concise. Don't get wordy with your response publicly, but keep it very professional, very top-shelf, to where people can see, "Hey, these people do care about this customer, and I can see that it could have been an isolated incident." So that's, I think, the way you need to be thinking about how they approach that. Here we go. Appeal to the online platform. Okay, so let's just talk about this one for a second. I'm sorry about the wording on the bottom, it kind of got jumbled there. But it is unlikely that any online review site will take a review down simply because the company doesn't like the negative feedback, so I'm going to talk about this for a second, because there's actually, because there's lots of places to write reviews now, folks. There's a place called Ripoff Report. I don't know if you ever heard about it. It exists. It's a place to write reviews, so if you were to try and get that removed, I've heard customers paying upwards of $5,000 for them to remove those reviews, so again, there could be other ways that you could go about trying to get a negative review dealt with instead of going and spending a million dollars with a lawyer or with the online platform itself. Okay? So it's just really important to take that approach, and when you're trying to deal with that, in consideration. Any feedback or comments on that, Dr. Stu? Well, I think this is an important part, because everybody asks, "How do I get these removed from the platform?" And that, quite frankly, was one of my questions for you. Is that something that's easy to do? Obviously, it's not, but negative, and I do know that people have gotten these reviews removed at different times because they were able to demonstrate to that site that it was false information, and if it's false information, they're a little bit more open, but not always. So I think that the takeaway is, don't assume that this is the road to take. The road to take may be a simple, and I know, again, we'll get into this with Sam in more depth too, but a simple response, and so one of the things, as I have put out to some of the doctors, is people say, "Well, that doctor, they were terrible, they were this, they were that." Well, that's great, and something that I have initiated is, "I'm sorry that you felt the need to share that experience. We didn't see it the same way and would be more than happy to discuss this with you offline." Correct.
Dr. Hoffman:
Michael Luevano:
Dr. Hoffman:
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