Imagine that you're a dental hygienist. While cleaning a client's teeth you ask what flavor toothpaste to use and they say "orange," but you accidentally use cinnamon. The next day the client writes a bad review online, saying you didn't listen to them. Bad reviews are bad for your business. You need to figure out a way to communicate an apology to the client. How will you reach out and what will you say? Write your response below.

Question

Imagine that you're a dental hygienist. While cleaning a client's teeth you ask what flavor toothpaste to use and they say "orange," but you accidentally use cinnamon. The next day the client writes a bad review online, saying you didn't listen to them. Bad reviews are bad for your business. You need to figure out a way to communicate an apology to the client. How will you reach out and what will you say? Write your response below.

Answer 1

Dear [Client's Name],

I hope this message finds you well. I wanted to personally reach out to apologize for the mix-up during your recent dental cleaning appointment. I would like to express my sincerest apologies for not using the flavor of toothpaste you requested.

I truly understand the importance of providing our clients with the best possible experience, and I feel terrible that we fell short on this occasion. Please know that your feedback is invaluable to us, as it helps us improve our services and ensure such occurrences are not repeated.

We deeply appreciate your honesty in leaving a review, as we take all feedback seriously. As the dental hygienist responsible for your care, I want to extend my personal commitment to making things right. I have discussed the incident with the team to ensure better communication in the future and to prevent any similar mistakes.

We would like to offer you a complimentary dental cleaning session to make up for the inconvenience caused. If you could provide us with a convenient time for you, we will be more than happy to schedule an appointment at your earliest convenience. It would give us an opportunity to demonstrate our dedication to your oral health and your satisfaction as our valued client.

Once again, please accept my deepest apologies for any frustration or disappointment this may have caused. We genuinely appreciate your patience and understanding, and we look forward to the opportunity to make things right.

Thank you for bringing this matter to our attention, and I hope we can regain your trust with our professional and attentive oral care.

Sincerely,

[Your Name]
[Position/Role]
[Dental Practice Name]