My first tip is to listen to criticism. When patients leave reviews online, it’s the only way they have a voice. Whenever you read criticism online, there’s a strong temptation to respond to it immediately. You want to set the record straight—but hold off on that temptation because it’s rare that an online argument is going to result in anything productive. Instead, here’s my second tip: Take the conversation offline. Respond with a standard reply, thanking the patient for the comment and asking him or her to call your office. If you can resolve the dispute over the phone or in person, the patient may take down the negative review, or even add an addendum saying, “Hey, this office is listening to what I’m saying.” That can turn a negative situation into a more constructive one.