Here are five crisis management tips from Forbes.
• Listen. Monitor customer activity on your social media accounts. Respond to any pressing matters. Failing to interact on social media sites can reflect poorly on your center’s brand.
• Set expectations. ASCs are busy and often do not have the resources to constantly monitor social media. Let people know how long it will be to expect a response.
• Offer transparency. Be upfront and honest about any issues the center is facing. Apologize if necessary and correct whatever necessary.
• Respond carefully. Put thought into responses to customers. This demonstrates customer service and actually may change a critic’s opinion.
• Do not lose composure. Never be rude to or attack customers, regardless of how aggressive they may be.
More articles on ASC issues:
10 habits of highly effective ASC healthcare providers
How to ride information to the top: Maximizing the value of ASC data
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