Social media has opened up a whole new world for marketing and sales. Brands that stand out are the ones that respond swiftly, both to messages and reviews.
Doing it well can connect your practice with potential patients in a more sincere and intimate way than ever before. Great customer service almost always leads to greater loyalty and new patients.
1. Quickly Respond to Messages
Customers expect a quick reply through social media. When you receive a message from a patient, it’s important to quickly address their concerns and answer their questions. You should really be responding within 24 hours.
2. Respond to Every Review Respectfully
No matter how rude or untrue a review might be, you have to remain calm in your responses. Fighting back against a negative review will only make you look bad, and potentially result in more negative comments and responses from the reviewer. Take the time to ask them why they didn’t like your service. This will ensure the customer feels heard, and you might also learn something you hadn’t considered in the process. If you’re able to fix their problem it’s likely that you’ll turn them around, and they may even edit their review for the better.
3. Be Friendly, Respectful and Helpful
Whenever you interact with a patient online, be warm and welcoming. You can’t underestimate the power of appreciation. Patients want to feel loved, so the next time a patient says something positive about your practice or gives an employee a compliment, respond with a kind gesture.
4. Learn From Repeat Problems
You should keep a list or spreadsheet of any issues that arise and regularly look for patterns.
5. Ask for feedback
A big component of customer service is asking for and listening to feedback.
If you would like any further information then give the Dental Design team a call on 01202677277.