How do I explain my sleep clinic’s online reviews to a prospective buyer?

A buyer will search for your clinic before they ever call, so start by reading your own reviews as a stranger would. Group them by theme: fitting advice, wait times, delivery, price, after-sale support. Note which themes keep coming back, and which are one-off complaints from unusual situations.

Prepare a short account of the harder ones. If several customers mentioned slow delivery, say what caused it and what changed. If a reviewer was unhappy about a fitting, explain how you responded. Avoid arguing with reviewers or claiming reviews are fake unless you can show it. A calm, factual explanation builds more trust than defence.

Show the trend, too. Newer reviews usually matter more than old ones, and your replies show how you treat unhappy customers. Offer the buyer your internal records of complaints and resolutions alongside the public ones. If there are things you plan to fix, say so before they ask. Your accountant and lawyer need not be involved here, but keep your answers consistent with the records they review. Remember that a buyer reads the silence as well. If recent months have few reviews, explain why, and describe how you invite feedback. A steady trickle of honest comments is usually more convincing than a burst collected all at once.

Key takeaways

• Sort reviews by theme before you speak to any buyer.
• Explain each recurring complaint and what you changed.
• Do not argue with reviewers or call real feedback fake.