A couple of weeks ago, I wrote a blog on customer service based on my experience at both Bryan LGH and St. Elizabeth when choosing a birthing center. This blog went into detail about how disappointed I was with my experience in attempting to tour Bryan LGH.
I have to be honest, part of the reason I wanted to post this blog was to see if I could get a response from them. I wanted to see if they at least kept on eye out on what was being said about them and if they would take measures to make things right. Sure enough, I posted the blog on Wednesday and on Friday, I got my response. Not only did they apologize, but also offered us a personal tour.
Now, I must say that we are still going to go with St. Elizabeth. However, if I hadn’t been so impressed by the facilities or the excellent and friendly service we received at St. E’s (on top of hearing countless wonderful things about their services there), we probably would have taken Bryan up on their offer.
What Bryan LGH did is called reputation management, as service we provide here at Transformation Marketing. Any time you have an upset customer or an upset potential customer, you have a chance to mend that relationship. However, unless that customer comes to you to let you know they’re upset, which is rarely the case, you know nothing of this without reputation management.
There are countless ways you can spread the word about a positive or negative experience with the web so readily available. Word can get out much further because of this. Keeping an eye on what people are saying about you online can be vital to your company. It can make the difference between loosing a great deal of business or mending a relationship and gaining new business as well.
If you would like a report on what’s being said about your company to see if reputation management might be right for your company as well as what all our reputation management packages entail, give us a call at Transformation Marketing, today! We would be happy to give you insight to what we could do to further your business relationships.