Orthotown November 2020 - 53
by Michael Fitterer
Michael Fitterer is a senior
marketing manager at Sesame
Communications, a Henry
Schein One company. Fitterer
has amassed 15-plus years
of experience in marketing,
including a primary focus on
digital channels for the past
13 years. He has worked in both agency and in-house
roles based primarily in the United States, but also
including a two-year stint in Germany. An avid world
traveler and learner of new languages, a runner, and
an amateur soccer player and fan, he lives in the
Seattle area with his wife and three young children.
Online reviews hold immense power. They have the
potential to not only drive new patients to an orthodontic
practice but also scare them away.
In the digital age, 51% of consumers use search engines
to look for dentists, according to Broadly data. The same
source found that 84% of people trust online reviews as
much as personal recommendations.
Naturally, reviews are not always positive; any practice
that has been in business for some time has dealt with an
unhappy patient. And it's not uncommon for disgruntled
patients to share their complaints online to try to dissuade
other people from becoming patients at that practice.
Yet, each negative review tells only one side of the story.
Often, there are key events or circumstances not apparent
in a reviewer's statement. Prospective patients want to get
the full picture of an event from both the patient and the
practice's perspective.
Responding to negative reviews is certainly not a fun
task, but doing so exhibits maturity and humility-traits
that patients expect from their orthodontic provider. Here's
a suggested process for effectively responding to reviews
containing feedback that could initially be perceived as
being negative.
orthotown.com \\ NOVEMBER 2020
OT1120_Fitterer_Reviews_MM.indd 53
53
10/27/20 9:26 AM
http://www.orthotown.com
Orthotown November 2020
Table of Contents for the Digital Edition of Orthotown November 2020
Orthotown November 2020 - Cover1
Orthotown November 2020 - Cover2
Orthotown November 2020 - 1
Orthotown November 2020 - 2
Orthotown November 2020 - 3
Orthotown November 2020 - 4
Orthotown November 2020 - 5
Orthotown November 2020 - 6
Orthotown November 2020 - 7
Orthotown November 2020 - 8
Orthotown November 2020 - 9
Orthotown November 2020 - 10
Orthotown November 2020 - 11
Orthotown November 2020 - 12
Orthotown November 2020 - 13
Orthotown November 2020 - 14
Orthotown November 2020 - 15
Orthotown November 2020 - 16
Orthotown November 2020 - 17
Orthotown November 2020 - 18
Orthotown November 2020 - 19
Orthotown November 2020 - 20
Orthotown November 2020 - 21
Orthotown November 2020 - 22
Orthotown November 2020 - 23
Orthotown November 2020 - 24
Orthotown November 2020 - 25
Orthotown November 2020 - 26
Orthotown November 2020 - 27
Orthotown November 2020 - 28
Orthotown November 2020 - 29
Orthotown November 2020 - 30
Orthotown November 2020 - 31
Orthotown November 2020 - 32
Orthotown November 2020 - 33
Orthotown November 2020 - 34
Orthotown November 2020 - 35
Orthotown November 2020 - 36
Orthotown November 2020 - 37
Orthotown November 2020 - 38
Orthotown November 2020 - 39
Orthotown November 2020 - 40
Orthotown November 2020 - 41
Orthotown November 2020 - 42
Orthotown November 2020 - 43
Orthotown November 2020 - 44
Orthotown November 2020 - 45
Orthotown November 2020 - 46
Orthotown November 2020 - 47
Orthotown November 2020 - 48
Orthotown November 2020 - 49
Orthotown November 2020 - 50
Orthotown November 2020 - 51
Orthotown November 2020 - 52
Orthotown November 2020 - 53
Orthotown November 2020 - 54
Orthotown November 2020 - 55
Orthotown November 2020 - 56
Orthotown November 2020 - Cover3
Orthotown November 2020 - Cover4
https://www.nxtbook.com/farran/orthotown/orthotown-april-2024
https://www.nxtbook.com/farran/orthotown/orthotown-march-24
https://www.nxtbook.com/farran/orthotown/orthotown-january-february-2024
https://www.nxtbook.com/farran/orthotown/orthotown-december-2023
https://www.nxtbook.com/farran/orthotown/orthotown-november-2023
https://www.nxtbook.com/farran/orthotown/orthotown-october-2023
https://www.nxtbook.com/farran/orthotown/orthotown-september-2023
https://www.nxtbook.com/farran/orthotown/orthotown-july-august-2023
https://www.nxtbook.com/farran/orthotown/orthotown-june-2023
https://www.nxtbook.com/farran/orthotown/orthotown-may-2023
https://www.nxtbook.com/farran/orthotown/orthotown-april-2023
https://www.nxtbook.com/farran/orthotown/orthotown-march-2023
https://www.nxtbook.com/farran/orthotown/orthotown-january-february-2023
https://www.nxtbook.com/farran/orthotown/orthotown-december-2022
https://www.nxtbook.com/farran/orthotown/orthotown-november-2022
https://www.nxtbook.com/farran/orthotown/orthotown-october-2022
https://www.nxtbook.com/farran/orthotown/orthotown-september-2022
https://www.nxtbook.com/farran/orthotown/orthotown-july-august-2022
https://www.nxtbook.com/farran/orthotown/orthotown-june-2022
https://www.nxtbook.com/farran/orthotown/orthotown-may-2022
https://www.nxtbook.com/farran/orthotown/orthotown-april-2022
https://www.nxtbook.com/farran/orthotown/orthotown-march-2022
https://www.nxtbook.com/farran/orthotown/orthotown-january-february-2022
https://www.nxtbook.com/farran/orthotown/orthotown-december-2021
https://www.nxtbook.com/farran/orthotown/orthotown-november-2021
https://www.nxtbook.com/farran/orthotown/orthotown-october-2021
https://www.nxtbook.com/farran/orthotown/orthotown-september-2021
https://www.nxtbook.com/farran/orthotown/orthotown-july-august-2021
https://www.nxtbook.com/farran/orthotown/orthotown-june-2021
https://www.nxtbook.com/farran/orthotown/orthotown-april-2021
https://www.nxtbook.com/farran/orthotown/orthotown-march-2021
https://www.nxtbook.com/farran/orthotown/2021JanuaryFebruary
https://www.nxtbook.com/farran/orthotown/December2020
https://www.nxtbook.com/farran/orthotown/2020November
https://www.nxtbook.com/farran/orthotown/2020October
https://www.nxtbook.com/farran/orthotown/2020September
https://www.nxtbook.com/farran/orthotown/2020JulyAugust
https://www.nxtbook.com/farran/orthotown/2020June
https://www.nxtbook.com/farran/orthotown/2020May
https://www.nxtbook.com/farran/orthotown/2020April
https://www.nxtbook.com/farran/orthotown/2020March
https://www.nxtbook.com/farran/orthotown/2020JanuaryFebruary
https://www.nxtbook.com/farran/orthotown/2019December
https://www.nxtbook.com/farran/orthotown/2019November
https://www.nxtbook.com/farran/orthotown/2019October
https://www.nxtbook.com/farran/orthotown/2019September
https://www.nxtbook.com/farran/orthotown/2019JulyAugust
https://www.nxtbook.com/farran/orthotown/2019June
https://www.nxtbook.com/farran/orthotown/2019May
https://www.nxtbook.com/farran/orthotown/2019April
https://www.nxtbook.com/farran/orthotown/2019March
https://www.nxtbook.com/farran/orthotown/2019JanFeb
https://www.nxtbook.com/farran/orthotown/2018December
https://www.nxtbook.com/farran/orthotown/2018November
https://www.nxtbook.com/farran/orthotown/2018October
https://www.nxtbook.com/farran/orthotown/2018September
https://www.nxtbook.com/farran/orthotown/2018August
https://www.nxtbook.com/farran/orthotown/2018June
https://www.nxtbook.com/farran/orthotown/2018May
https://www.nxtbook.com/farran/orthotown/2018April
https://www.nxtbook.com/farran/orthotown/2018March
https://www.nxtbook.com/farran/orthotown/2018February
https://www.nxtbook.com/farran/orthotown/2017December
https://www.nxtbook.com/farran/orthotown/2017November
https://www.nxtbook.com/farran/orthotown/2017October
https://www.nxtbook.com/farran/orthotown/2017September
https://www.nxtbook.com/farran/orthotown/August_2017
https://www.nxtbook.com/farran/orthotown/2017June
https://www.nxtbook.com/farran/orthotown/2017May
https://www.nxtbook.com/farran/orthotown/2017April
https://www.nxtbook.com/farran/orthotown/March2017
https://www.nxtbook.com/farran/orthotown/2017JanFeb
https://www.nxtbook.com/farran/orthotown/2016_December_Orthotown
https://www.nxtbook.com/farran/orthotown/2016November
https://www.nxtbook.com/farran/orthotown/2016October
https://www.nxtbook.com/farran/orthotown/2016september
https://www.nxtbook.com/farran/orthotown/2016august
https://www.nxtbook.com/farran/orthotown/2016june
https://www.nxtbook.com/farran/orthotown/2016may
https://www.nxtbook.com/farran/orthotown/2016april
https://www.nxtbook.com/farran/orthotown/2016march
https://www.nxtbook.com/farran/orthotown/2016february
https://www.nxtbook.com/farran/orthotown/2015december
https://www.nxtbook.com/farran/orthotown/2015november
https://www.nxtbook.com/farran/orthotown/2015october
https://www.nxtbook.com/farran/orthotown/2015september
https://www.nxtbook.com/farran/orthotown/2015august
https://www.nxtbook.com/farran/orthotown/2015june
https://www.nxtbook.com/farran/orthotown/2015may
https://www.nxtbook.com/farran/orthotown/2015april
https://www.nxtbook.com/farran/orthotown/2015march
https://www.nxtbook.com/farran/orthotown/2015february
https://www.nxtbook.com/farran/orthotown/2014december
https://www.nxtbook.com/farran/orthotown/2014november
https://www.nxtbook.com/farran/orthotown/2014october
https://www.nxtbook.com/farran/orthotown/2014september
https://www.nxtbook.com/farran/orthotown/2014august
https://www.nxtbook.com/farran/orthotown/2014june
https://www.nxtbook.com/farran/orthotown/2014may
https://www.nxtbook.com/farran/orthotown/2014april
https://www.nxtbook.com/farran/orthotown/march2014
https://www.nxtbook.com/farran/orthotown/2014february
https://www.nxtbook.com/farran/orthotown/2013december
https://www.nxtbook.com/farran/orthotown/2013november
https://www.nxtbook.com/farran/orthotown/2013october
https://www.nxtbook.com/farran/orthotown/2013september
https://www.nxtbook.com/farran/orthotown/2013august
https://www.nxtbook.com/farran/orthotown/2013june
https://www.nxtbook.com/farran/orthotown/2013may
https://www.nxtbook.com/farran/orthotown/2013april
https://www.nxtbook.com/farran/orthotown/2013march
https://www.nxtbook.com/farran/orthotown/2013janfeb
https://www.nxtbook.com/farran/orthotown/2012december
https://www.nxtbook.com/farran/orthotown/2012november
https://www.nxtbook.com/farran/orthotown/2012october
https://www.nxtbookmedia.com