When dentists think of reviews, their minds almost always go to the concept of negative reviews, potentially even remembering the last scathing review that someone left about their office. So, when they hear that Google recently added a new feature to Google accounts that allows any user to write a completely anonymous review with a fake name and fake avatar image, it may seem Google has no care for the interests of doctors and business owners. That’s not really the case.

Dentists need to understand that, while this development can make it harder to handle negative reviews, there is a silver lining, and Google has promised that this will not open the flood gates for more spam.

It’s Not All Bad News—Or Even New

Anonymous Google reviews aren’t truly new, as users have always had the ability to create a new account under a fake name and go nuts writing reviews packed with vitriol. This is just the first time that Google has added anonymity as an optional feature, seeming to endorse the practice. It may be that Google is simply trying to curtail the creation of bogus accounts by brokering this anonymous exchange. Google can still see the underlying identity of reviews created with a “custom display name,” and says that they will still stand by their terms of use, allowing businesses to report reviews that violate their rules.

The silver lining to Google’s new anonymous review feature is that it gives people who have been too bashful to write a review about their dental care an option to finally write a glowing review for their dentist. If they were worried about publicly admitting that they had a problem with their smile that they felt was embarrassing, this change takes away that objection.

Patients may even feel too proud to admit that they were scared of the dentist, but can now brag about how their dentist made them feel welcome and safe.

Even vouching for a business can feel like a larger commitment than some people may feel comfortable doing with their name attached to the endorsement. Now, users can proudly say that “this doctor is the best” without worrying about who sees their declaration.

Take this new development in Google Reviews as an opportunity to reach out to your patients via email with a new kind of review invitation. Let them know that if they’ve ever felt like they would write a review if they didn’t have to use their name, then they’re in luck!

Let them know that Google just added this option, and they shared instructions on how to display a nickname for their reviews.

Responding to Anonymous Google Reviews

It’s best to respond to anonymous reviews in the same way that you would if the patient’s name was displayed.

Whether you know who the reviewer is, or not, it’s critical to reply in a way that protects the patient’s privacy. Even acknowledging that person was a patient at your office is a violation of privacy according to HIPAA.

Google Q&A where Raman Center for TMJ & Sleep explains non-surgical treatment approach.

There is no value to calling out the reviewer for using a pseudonym even if you feel that it’s dishonest or cowardly. Naming the patient publicly would only invite a letter from an attorney.

The best way to handle a review is to use professional messaging that shows prospective patients that your office is competent and courteous. You can’t address the specific concerns voiced in the review other than to share what patients usually experience, and to welcome a private dialogue with the reviewer if they would like to talk more.

Boost Your Reputation

Pro Impressions Marketing customers don’t have to worry, as we help dentists manage their online reputation on Google and other platforms as part of their marketing package.

For more information about the best marketing practices for dentists: