Remember back in the day when you would get frustrated with poor service and you would write a letter? That letter would go straight to the president or owner and give him or her a piece of your mind. When was that? Oh yeah, way back in 2007. Back in the day of one on one communication.
Given your age, this may still be the way you voice your concerns but I can tell you from helping clients with their social media, there are lots of people who prefer a much quicker method, online social media and review sites.
The internet is not only instant (which has an inherent problem of allowing people to vent without cooling down). It’s also public and permanent (in many cases).
Social media platforms and reviews sites will not make your practice good or bad. But they will amplify what you are.
Being able to broadcast your concerns in an instant is one thing. Having your comments seen by 30,100, or 1,000 people immediately is scary. In the past four years of handling client’s social media accounts for them, I can recall a little more than a handful of incidents where “fans” have posted negative comments. In most cases, they weren’t deal breakers but allowed the company or practice to prove how truly customer focused they are.
While social media and review sites can be a double-edged sword, it is a fundamental transformation in how we communicate. We need to adapt to this change or stay in the dark ages. We need to monitor and control what is being said about us online. We need to promote fun and develop engaging dialogue with our friends that allows our personalities to shine.
It’s all about building a relationship. If you can keep that at the forefront of your online strategy and foster that goal throughout your practice, the internet can be your very best friend. If you let others control what is said about you, you are putting the blood, sweat and tears you used to build your practice at risk.