It is impossible to make everyone happy. Mistakes happen, and people's expectations aren't met. When this happens you can sometimes get negative reviews at your practice. Assuming that you're trying to do your best to provide the best service possible to your clients, this episode talks about how to limit your negative exposure and how to even build better relationships with clients who have a bad experience. We talk about three case studies where companies didn't handle their negative reviews properly and some where it was handled in a great way so that we can learn the best way to deal with criticism. Nowadays it is not enough to get reviews, but we now live in a society where everyone who owns a cell phone is a photo journalist and is has the potential to spread the word about your practice, whether that is good or bad.
The Veterinary Marketing Podcast