People are social creatures. We need to interact and share experiences with each other. Having positive interactions with others even reduces the risk of depression, anxiety, obesity, and heart disease, among other mental and physical health issues.
Research has found that having strong connections helps us better cope with stress and manage life’s difficulties like health issues, job loss, and financial worries. When we lack social interaction, we see negative impacts on our health and well-being.
Connection Has Waned and Frustration Is on the Rise
Since the advent of COVID-19, we have all felt more isolated and alone. In the past two years, we have seen the negative impact of that isolation. You have no doubt heard the news stories about the increase in angry outbursts on flights, higher road rage incidents, or people just acting out more often. The result of lives being altered and social norms drastically changing for a long period of time has led to more frustration and more venting.
When that venting happens in the public arena, either in person or online, it can be challenging to know how to process it. If you are a senior living operator, you may have noticed this increase in frustration and venting in online reviews, comments, or complaints. Though everyone has a right to express how they feel, there is a constructive way to share feedback and effectively respond to it.
When you have been dealing with what seems like an influx of unhappy comments or reviews, evaluating constructive feedback as well as managing and maintaining your reputation is key.
How do I manage criticism effectively?
If you have received negative feedback online, you will want to respond to it the right way. Having a public relations partner to assist you with these efforts ensures you are staying on top of your reviews and social media comments.
A well-handled complaint can:
- Create loyal customers
- Re-establish a relationship with the disgruntled reviewer
- Keep your reputation intact
What if I am dealing with negative press or a complaint?
Crisis communication is a subspecialty of public relations that is designed to protect and defend the client when facing a public challenge to its reputation. Having an experienced PR team in place to mitigate these concerns can keep them from snowballing into a larger problem.
As we continue to navigate the complex aftermath of COVID-19-related behavior that is leaving a lot of people feeling isolated and frustrated, it’s crucial to have a well-thought-out approach to managing your senior living community’s reputation.
One negative review can have a lasting impact on your business, and knowing how to respond timely and effectively is essential for senior living operators. When a customer has a complaint and it is responded to and handled well by the company, it increases loyalty.
We can help you mitigate issues and turn a negative review into a positive experience.
Let C&C be your trusted resource for Senior Living Public Relations, Brand Assurance, Crisis Communications, and Reputation Management. Contact us today to get started.
