be true. So we can learn from some of our own patients wanting to share, but maybe it's not always a positive approach, right? Right, exactly. I'd say it's being constructive. I do 75 seminars a year, and one of the things we always do is we have a comment sheet at the end. Part of that is a board requirement, but part of it is, I read every single one, and if I see someone that just seems off the rails, that's one thing, but if you see something that, "Oh, that question wasn't thoroughly," or, "He seemed to not listen well," that's something I take and go, "Ooh, how can I be better?" So there's a constructiveness to it that I think we can take away. It's just being careful of getting into a verbal battle of some type, and you want to deescalate and look and go, "Oh, that is something I could be better." What if a person had to wait a very long time? Talk with your staff about, "How do we get them in more efficiently? What, are we scheduling too soon?" But there is a positive aspect to that. What I'm concerned with, and I think what I want people to realize, is that when you get a negative review, when it's one that's really, feel damaging to your practice, you've got to slow down, respond as I think you have stated and try to work with the patient, and then simply get it, for the most part, buried. I've been to restaurants where they've been fantastic, but you read some of the reviews and I'm going, "Boy, it seems like a whole different place." Every day, there's something different, and it's why it's a chiropractic practice, not a perfect. You're going to be everything you can get better, and I hope each day, as all of us, we try to be better at what we do, we want to make sure we're giving the best possible service, because ultimately, we are a customer service business, and those responses are positive. It's just when a person has gone obviously too far, but most often, a person just wants to be heard. So if you ... And I think that's what Michael was referring to in taking a bad review and making it a positive, and I think that that was, good point. So let's talk about testimonials. Let's go back to that a little bit, but let's talk about them on the website, because I said that I think it's very important that we ask our patients, and so did you, to offer up a nice comment, whether it be on one of the reviews or on the website. But when they put it on our website, like I used to get paper, handwritten testimonials, then you could imagine someone writing something, and I had a whole book in our office, so people, as they're waiting for me, could go through it. In fact, as an office procedure, when a new patient came in, once they completed their entrance paperwork, they were handed that book to look through. I wanted them to think I was great before they ever got to see me, but times have changed. Yeah. ... approach it to go back and show that you're listening, even without commenting directly, that, often, can deescalate it.
Dr. Collins:
Dr. Hoffman:
Dr. Collins:
Dr. Hoffman:
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