Twitter can make—or break—your reputation

Twitter can make—or break—your reputation

Proactive use of online social networks preserves your practice's standing with clients.
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Jul 13, 2009

The client sitting in your waiting area is talking on her PDA. Here's what she's saying:
5:15 p.m. Picking up Fluffy from the vet
5:30 p.m. Still waiting to pick up Fluffy
5:40 p.m. OMG I’ve been here forever. Is someone going to help me?
6:00 p.m. OK. Never coming back to ABC Pet Clinic. Service is slow and it stinks.

Even if your practice doesn't have its own Twitter account, odds are good you're being discussed via the online social network. Clients can—and do—instantly share their comments about your practice with the world. The example above illustrates that not all of clients' Tweets—another word for personal updates—are positive.

Sure, these comments aren't catastrophically damaging to your practice's reputation, but you never know when they will be. Take the cases of Comcast and Domino's Pizza. Both companies suffered from a negative Twitter firestorm about their client service. And both companies now use Twitter as a way to treat customers better.

Consider taking a cue from these big guns and using social media networks, including Twitter, as a way to boost your client service. According to a recent New York Times article, Twitter can be a useful tool for problem-solving and gaining insight into your clients' minds. How? Tweeting about your practice's new services, specials or seasonal promotion, and useful pet health articles shows clients you care. Plus, the Tweets give pet owners an insider feel that could strengthen their bonds with your practice. (See Firstline's insider Tweets by visiting Twitter's site and searching for FirstlineMag.)

And, in the unlikely event that a negative review of your practice catches on, you'll be more likely to know about it. Then you can do what's necessary to manage the damage.

Proceedings papers for techs

The very best behavior advice for new puppy owners (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

The entire hospital staff should play a role in the counseling of new puppy owners.

The technician's role creating a behavior centered veterinary practice (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

A focus on pet behavior in the veterinary clinic is an excellent practice builder.

Trying times--dealing with canine adolescent dog (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

A behavior wellness exam is an opportunity to check up on a pet’s behavioral health and answer any related questions a client may have.

Enriching geriatric patients' lives (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

An important time for practices to include a behavioral exam is when a pet becomes a senior.

Tubes and tracheas--all about endotracheal tubes and lesions in difficult intubations (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

Endotracheal tubes are usually made from silicone, polyvinyl chloride (PVC) plastic or red rubber.