Building Trust Online: Properly Handling Feedback and Negative Reviews

Hi! I'm Stephanie Rodin, host of the Speaking with Steph podcast. In this episode, I want to speak to you about online reviews. In this episode, we discuss: You can handle negative reviews by recognizing each platform's guidelines (Google, Yelp, Facebook, etc.) and asking for their removal if a review breaks those rules. Not all negative reviews are harmful; some may represent genuine feedback, and having a few isn't necessarily bad—it's a sign of authenticity. As a healthcare practice, responding to reviews must be in a HIPAA-compliant manner and reaching out privately for more serious issues. Practices should be using standard response templates for both positive and negative reviews.  If a review is genuinely harmful and all other options are exhausted, consider taking legal action with an attorney, especially for repeated false or defamatory statements. If a negative review comes from a known patient or customer, contact them directly to address the issue and possibly have them remove the review.  Bio: Stephanie Rodin is a partner at Mandelbaum Barrett PC, a full-service law firm that has been serving clients since 1930. With decades of collective experience, the firm takes a collaborative and proactive approach to legal counsel, advocating for clients with care, attention, and dedication. Before joining the firm, Stephanie was the founder and principal of Rodin Legal, P.C., and has been practicing law since 2000. Throughout her career, she has focused extensively on supporting healthcare professionals. Having grown up in a family of medical and dental practitioners, Stephanie was immersed in the healthcare world from an early age. This unique exposure gave her firsthand insight into the legal and operational challenges faced by medical professionals—experience that continues to inform her legal practice today.   Website: https://www.mblawfirm.com/ LinkedIn: https://www.linkedin.com/in/stephanierodin/

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