Called me and asked me to take down bad review

[TotalTired]

Just has a slightly intimidating call, disguised as finding out more facts, regarding a very honest review I wrote for my dentist which involved my kids. An incident happened yesterday and I wrote about it. I mentioned a lot of positives along with the incident.

practice manager just called me saying they will speak to the person. She then said will I please take it down as it doesn’t look good on the clinic. I told her it was 100% the truth and I stand by it. She said she wants me to take it down as it affects the surgery, I told her I will think about it.

aibu - take it down - yes
not being unreasonable don’t take down - no

If receptionist can't cope with clients or patients depending on the business she's in the wrong job
What does that even mean? . Screaming children, in the care of a mother who hasn't the simple wit to take them outside, shouldn't really be part of anyone's daily grind.

It's a factual review that reflects your experience. No need to take it down in my opinion.if they fixed the issue you could say so in your review but that doesn't take away from the fact that your initial experience was terrible.

Could you tell them you'll take down the review if they give you a written undertaking that the receptionist will undergo some training in how to speak to children?

Reviews are for the benefit of potential clients not for the benefit of businesses. Shame so many of them forget this and try and get the less positive/negative reviews removed, which renders the review process useless doesn't it 🙄Provided a review is accurate (and preferably unemotive) it should stay up, whether that's a 1 star or 5.

Absolutely do not take it down. People should be made aware of their shitty behaviour. Tbh I would add to it that they called you and asked you to remove the review.

How rude to just go outside, do you think the dentist has nothing better to do than go hunting for patients. That's why they have a waiting room, so that they know where the next patient is and get them into the surgery quickly. If it is the protocol at that practice the receptionist should have told her.

If your job is dealing with the public you shouldn't be shouting at a frightened child. No wonder people need training for customer service if that isn't obvious.

If they are aware the receptionist is aggressive and rude, they should sack her. It's that simple. You should leave your review up. If they call again, ask why the receptionist is still working there given she made them get so many bad reviews. That they answer may be to sack her, instead of hassling customers to remove truthful reviews. They're attacking the messenger when they should be more concerned with finding a proper receptionist that is a good fit for the job.

@herecomemydemons, you keep going on about 'screaming'. Why? There is nothing in the OPs posts to suggest her child was screaming or causing a disturbance in any way.

I wrote a one liner about stop of the false advertising and refused to take down the review (I worked in Colchester where at least two dentists claimed to work openly Saturdays but hell had no appointments on any Saturday, early morning or evening) when deeply in agony one offered a Thursday appointment weeks and weeks away into the future and I went on to lose my job over the appointment which pulled my teeth in emergency but certainly cost my job at time. I turned their whole rude dismissive paragraph against me compared to my one liner. Never budging from removing review, what about the next person in pain on a Saturday.

One dentist surgery replied 9 days later about review, I just said with greatest of respects why are you bothering me now. No intention to take down review.

Ok so you would have done a different review and would be perfectly chill at a receptionist snapping at your upset child. Judge all you want but normal behaviour is to either do something to help, or if you cant help, then say nothing. Dont make a situation bloody worse.

The child was only crying. That's all. So there was no need for the receptionist to even step in.

Also you miss that all the bad reviews are about the receptionist, so obviously the problem is not with the OP.

Dentist here. Actually your review wasn't too bad. I don't think it merits being taken down, and certainly needs addressed.

However a dental practice is governed by regulatory bodies, and a well managed practice will have a practice complaint policy to hand. The details are supposed to be displayed at reception.

The fairest way to resolve this matter is to ask for a copy of the complaints procedure and follow it. In that way, all will be documented correctly, responses give. In writing, actions taken etc etc followed...

It's definitely the most preferable manner to proceed all round. As a practice owner I try to take complaints of this nature seriously and see them as a learning experience.

Honestly to go in all guns blazing, posting on social media without going through proper channels I think is a bit unfair. That goes for any business, be it a hair salon, take away, dental surgery or hotel. Try local resolution first please.

To the posters who have said just sack the receptionist, believe me, I wish it was that easy. You have to go through proper channels, verbal warnings, written warnings, appraisals, performance reviews and extra training before you can even consider a move like that. We've been hard hit as an industry due to Covid restrictions, and recruitment has been tough. Not easy to get staff.

All ( correctly) documented complaints can certainly go so far as to be included in documented evidence as to why an employee is underperforming.

Certainly if this case was brought to my attention, I would be doing everything to resolve.

Why don't you and others complain firstly to the manager and if it's not resolved by the next time you go then by all means post away anonymously on social media.

I just find it lazy (and a bit unsavoury) to just go all guns blazing making complaints on social media.

It's especially unfair on the dentist whose practice it will effect.

It's all a bit entitled and irritating to read about

Receptionists are always twats, they need bad reviews to bring them down to reality.

I go by what the OP said. Were you there? Since you seem so determined to believe the receptionist (despite many bad reviews against her) is the innocent one and need to believe the child was 'screaming' and 'running around'.

Are you the ill-reputed receptionist?

They're really not. Don't generalise and slag off every single person who does the job. It's lazy and stupid if you.

And no, I'm not a receptionist.

100% agree with oranmore!

As a parent, your review wouldn’t turn me off the practice or clinic at all - I’d just expect a grumpy receptionist! My children saw an ENT with a couple of really grouchy receptionists, but it really wasn’t an issue. We weren’t actually there to see them. They warmed up to me over time and multiple children coming, but they have some shocking reviews on google for this reason. If the actual medical professional is great though, it doesn’t really matter to many parents.

If the receptionist had shouted at my 5 year old my review would staying firmly put.

Guess you're a receptionist then?

I’ve had a similar experience. I left a Trustpilot review after a really shit experience with a shop and received a very threatening phone call from the business owner. I left my review up and added the detail about the threatening telephone call. He left a response below my review being abusive to me.

Your review is honest and reflected in other reviews. Leave it up. Maybe mention the phone call.