We already know your hours, platforms, and rating. This is the part only you can answer: your voice, your standards, and what it means to represent your practice well.
Eight sections. Nothing generic.
Confidential·Third Shift Ops LLC·Chicago, IL
01 of 08
Your voice.
We're going to write as you. These answers are how we learn to sound like you before we've ever met.
Practice name
If your practice had a personality, pick the three words that fit best.
Warm
Approachable
Polished
Calm
Sophisticated
Gentle
Precise
No-nonsense
Elevated
Neighborhood
Premium
Reassuring
Educational
Efficient
How would you describe your practice in one sentence?
Not for the website. The version you'd say to someone at dinner who asked what makes you different.
If a patient read one of our responses and thought it didn't sound like you at all, what would it have sounded like?
Optional but the most useful thing you'll tell us.
02 of 08
Your patients.
The way you think about the people who come to you changes how we write for them.
When a patient takes the time to leave a review, what do you most want them to walk away feeling after reading your response?
Like the response was written for them, not copied from a template
Confident they made the right choice coming to us
Like they know us, not just a practice
Ready to tell someone else about us
Assured that any issue is being taken seriously
What do you call your patients?
Patients
Clients
Guests
What do your longest-standing patients say about you that new patients don't yet know to say?
The thing that takes a few visits to see. That's the thing we want to protect in every response we write.
Who isn't a fit for your practice?
Knowing who you're not for sharpens everything we write for who you are.
03 of 08
Your practice.
What you do and what is yours to say publicly, and what is not.
Which services can we mention by name in responses?
General dentistry
Invisalign / orthodontics
Teeth whitening
Implants
Cosmetic dentistry
Emergency services
Sedation dentistry
Membership / payment plans
Pediatric care
Periodontal care
What should we never put in writing publicly?
Pricing, discontinued services, anything with a story behind it we don't need to repeat.
What separates you from the practice two blocks away?
The honest version. Not the website version. This is the anchor for every response we write.
What do you wish every new patient knew before their first appointment?
04 of 08
The team.
Patients write about people, not practices. We need to know who they're talking about and how to refer to them.
How should we refer to the doctor in every response?
Exact wording. This appears in everything we write.
Who else on your team shows up in patient reviews by name?
Front desk, hygienists, coordinators. Anyone patients mention.
If a review calls out a team member negatively by name, what do you want us to do?
Hold the response and flag it to me first. Every time.
Respond without naming them. Keep it about the experience.
Handle it the same as any other complaint.
Is there anything happening with your team right now that would change how we should write about them?
Recent changes, sensitive situations, anyone we should tread carefully around. Stays in your file.
05 of 08
Complaints.
This is where most practices lose patients for good. Your answers here set the floor for every hard response we write.
When a 1 or 2-star review comes in, what's your instinct?
Own it, apologize, and invite them back.
Name the specific problem first, then invite back. No vague apologies.
Say as little as possible. Don't add fuel.
It depends on the complaint. I want to see it first.
Without checking with you first, the most we should offer in a public response is:
An apology and a direct line to call. Nothing more.
An invitation to come back for a complimentary follow-up.
No ceiling. Use your judgment and make it right.
Which of these do you need to see before we post anything?
We hold every response in these categories until you sign off.
Any complaint about the quality of clinical work
Any mention of pain, reaction, or symptoms after a procedure
Any review that names a team member negatively
Anything below 3 stars
Everything, for the first 30 days
Is there a patient situation already in motion that we need to know about before we respond to anyone?
An ongoing dispute, a patient who's been escalating, a review that's already complicated. Confidential.
06 of 08
Your voice in action.
Five real patient scenarios. Pick the response that sounds most like you. No wrong answers. Your instinct here tells us more than everything else combined.
Scenario 01 · First-visit 5-star
"My first time here and I don't think I'll ever go anywhere else. Dr. Ema walked me through everything before she touched a single thing. The hygienist remembered I mentioned sensitivity. I've been avoiding the dentist for four years. Not anymore."
Which response sounds most like you?
Four years is a long time to carry that. We're glad you found your way in, and even more glad it went the way it did. See you at your next one.
This made our whole team's day. That kind of experience is exactly what we work toward. Thank you for trusting us and for taking the time to write this.
Thank you so much! We're so happy you had a great first visit and we can't wait to see you again!
We explain everything first because patients who understand their care make better decisions. Thank you for noticing, and welcome.
Scenario 02 · 2-star billing complaint
"The dentist was fine but the billing was a nightmare. Quoted one price, charged something completely different. Called to ask about it and sat on hold for 20 minutes with no follow-up. The actual work was good. The rest of it lost me."
Which response sounds most like you?
This isn't the experience we want anyone to have. A billing discrepancy and a dropped callback are both on us. Please reach out directly. We would like to make this right.
We're sorry to hear about your billing experience. We strive to provide transparent pricing and clear communication and we'd love to address your concerns.
A quote that doesn't match your final bill is a problem, and a dropped callback made it worse. Call us directly. We want to walk through exactly what happened.
We appreciate you sharing this and we're sorry for the frustration. We hope you'll give us another chance to earn your trust.
Scenario 03 · Mixed: great care, long wait
"Dr. Ema is genuinely one of the best dentists I've seen. Thorough, explains everything, never pushes unnecessary work. But the wait time is consistently 20–25 minutes past my appointment. Clinical experience is a 5. The clock is a 2."
Which response sounds most like you?
You're right on both counts. We'd rather hear this than not. The wait time is real and we are working on it. Thank you for being specific.
Thank you for the kind words about Dr. Ema. The wait time feedback is fair and it is something we are actively addressing with how we build the schedule. We appreciate you saying something instead of just leaving.
Every patient gets the time they need, which means some appointments run longer than planned. We know that affects your day. We're working to get better at managing it.
Noted on the wait time. We are fixing it.
Scenario 04 · Vague 3-star
"It was okay. Nothing felt special. The dentist was fine and the office is nice but I expected more based on the reviews. Maybe I just had an off visit."
Which response sounds most like you?
"Okay" isn't what we're going for. If something specific missed, we would genuinely like to know. It helps us more than a perfect review ever would. Thank you for leaving it.
Every visit should feel worth the trip. If yours didn't, that's on us and we'd welcome the chance to do better.
Thank you for the feedback. We're sorry your visit didn't live up to expectations and we hope you'll give us another chance.
We'd rather hear the hard version than lose you quietly. Reach out if you are open to it. We would like to understand what felt off.
Scenario 05 · Staff called out by name
"The dental work was fine but the person at the front desk (I think his name was Dylan) was dismissive when I asked about my coverage. Made me feel like I was bothering him. Won't be returning."
Which response sounds most like you?
This is hard to read because that's not who we want at the front of our practice. Please reach out directly. We want to understand what happened.
Every patient deserves a real answer when they ask about their coverage. We're sorry yours didn't get that. We'd like the chance to make this right.
Thank you for sharing this. We're sorry to hear about your experience and will use this feedback to improve.
Coverage questions deserve a real conversation, not a brush-off. That's not our standard. Please call us directly.
07 of 08
After hours.
How you want voicemails handled, and the line between something we manage and something that needs you.
What hours count as after hours for your practice?
This defines the window we're covering. Be exact.
What in a voicemail makes it something you need to hear about tonight, not tomorrow?
Everything else we route as a next-business-day callback. Tell us your hard line.
When we return a patient's call, what number should show up on their screen?
What do you need to know about every new patient caller before we put them on the schedule?
Is there anything a caller could say that means we should stop and reach you before booking them?
Optional. Confidential.
08 of 08
How to reach you.
Where we're working and what to do when something can't wait until morning.
Which review platforms do you want us to respond on?
We draft and post public responses on your behalf on every platform you select.
Google Reviews
Yelp
Healthgrades
Zocdoc
Which DM inboxes do you want us to manage?
We monitor, draft, and send replies on every inbox you select.
Facebook DMs
Instagram DMs
Patient-facing email inbox
Do you want us to field your after-hours voicemail?
We triage every voicemail, log the caller, and handle next-day callbacks per your protocol.
Yes
No
When we flag something urgent, how do you want to hear about it?
Text
Email
Either, whatever is faster
Your direct number
Not the practice line. The one you actually pick up.
The email address you actually read
Anything we should know before we start that doesn't fit anywhere else?
✦
You're all set.
We have what we need to write in your voice, hold your standards, and handle your patients the way you would. You'll hear from us before we post a single word.
Third Shift Ops LLC pan@thirdshiftops.com (464) 800-9886