#7-The Internet & Social Media Will Magnify Patient Relations – For Better Or Worse
by Melody on 19/01/10 at 10:00 am
Rita Zamora
The Internet and social media will become a platform for amplified patient interaction. In 2010, consider patient relations as patient interactions during which many of their friends observe. In the past if a patient had a bad experience with your practice, they might tell several of their friends … bad word of mouth could spread quickly. However nothing like the viral speed and reach information can spread via the internet and social media today.
A report from Morgan Stanley revealed how many years it has taken each media industry to reach fifty million users. Radio took 38 years, followed by television at 13 years. The Internet seemed to win at 4 years, until Facebook added 100 million users in less than 9 months. Never before has media accommodated social interaction at the level and speed we experience today. What that means for dental practices (and all businesses) is that patient relations (customer service) must be exemplary if you wish to attract new business online.
Consider the growing popularity of online public review sites, such as Doctoroogle, Yelp, Angies List or Healthgrades. While people don’t expect dentists, or any other business, to have a 100% stellar reputation—they certainly don’t want to see a plethora of complaints about you littering the internet either. Remember, we still buy books from Amazon even if they have a few bad reviews. Patients understand dental practices won’t always be perfect; however they do want to see that you are responsive and sincere.
In 2010 practices (and their ability to market online—or not) will be defined as a direct result of their patient relations. Take time now to plan on enhancing your, and your team’s, patient relations skills and communication. It has truly never been so important and will certainly impact the public’s definition of you and your practice.
Rita Zamora is a relationship-focused dental marketer, specializing in referral marketing, patient relations, case acceptance and social media for general and specialty practices. Rita developed her referral marketing expertise working hands-on in specialty and general dentistry practices. She is the author of the ebook The Referral System How-To Guidebook For Dentists.
With over sixteen years experience in dentistry, Rita has trained, coached and motivated dentists and teams in marketing, patient relations, communication and social media.
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