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Online Reputation Management

Views: 4368 - Comments: 2

CEO of DoveLewis, Ron Morgan, and Monica Maxwell, SPHR, speak about how to navigate the world of online reviews and social media; covering posts from both your hospital staff and your clients. 

This talk is specifically RACE-approved for one DVM or one Technician CE credit.

This course has been approved by the Certified Veterinary Practice Manager Board as applicable toward the continuing education requirement for the Certified Veterinary Practice Manager (CVPM) program offered by the Veterinary Hospital Managers Association (VHMA).

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Monica Maxwell's picture
Monica Maxwell

SPHR

Enrolled: 08/2011

Ron Morgan's picture
Ron Morgan

Enrolled: 08/2011

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Comments

Tanaya Rauch's picture

I Just want to say that this video was very helpful. I have a question about a review that was written about our practice that I think wasn't handle with a lot of compassion. With that said I really feel that I personally am having a hard time responding to due to the owner of the practice was the one that handled the situation badly. How do I go about making an apology on social media when I cant say we'd like to discuss this further because the owner blandly fired the client in front of most staff? I feel that 1. the situation could have been handled a lot differently and 2. the client did falsely state what happened was incorrect. Thanks in advance for any advice.

Monica Maxwell's picture

Hi Tanaya - that is a tough one. The key is to respond really for the other people reading the post and not the person that actually wrote it. And in some cases - like this one - you have to be careful not to come across defensive. I would sit down with the owner and find out what s/he would say if another client asked about that situation and make sure s/he is on board with your response. Feel free to email me directly with more information and I can provide you with a more specific response.