Like it or not, social media is a public forum. Although it is essential for your practice to be on social media, there can sometimes be some unintended negative consequences. Since social media is a live and ongoing forum, consumers will comment on various crisis’ within your business as they pan out. As a diligent medical professional who truly cares about their patients, you begin attempting to right any wrongs over social media. However, there is a proper method to follow.
1. Timing & Speed Are Key. Be on top of a crisis BEFORE a patient can even begin complaining about it over social media. If you address an issue your business is having immediately, your customers will appreciate that you actually care enough to tell them about any disruption before they find out about it themselves. You are proving to customers that you are a present, and dedicated individual.
2. Have power in the conversation. Use phrases like “standby for more information” indicating you are in control. Never let it appear that you are uncertain or nervous, keep calm and it will reflect upon your customers as well.
3. As hard as it may be, never lash out or insult your patients. After all, they are the reason you are in business. Do not publicly insult any customers no matter how rude they are being to you. Nothing will ruin your practice’s reputation faster than degrading your own patients via social media.