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« AMA Mplanet conference update from Orlando | Main | Get Net Safe » "No comment" not always best strategy
Josh Hallett points to an article in which he was quoted in the Florida Times Union over the weekend. The article underscores the power a disgruntled customer can have to affect, positively or negatively, a company's reputation. Dissatisfied with the response from Shands Hospital to his concern over a post-surgical infection, a patient set up a "Sucks" website and has encouraged other disgruntled patients to post their stories. A Shands VP's "no comment" response to the reporter doesn't do much to enhance the hospital's image in this story. Most people tend to read "no comment" as "we have something to hide." A better response may have been "Unfortunately, the patient privacy laws prohibit us from discussing individual cases, but I can say that we are dedicated to patient care, as U.S. News and World Report continually recognizes by identifying Shands as one of the best hospitals in the nation." On a side note, I was pleasantly surprised to see Jonathan Bernstein also quoted throughout the article. Jonathan and I belong to a PR discussion group and he always offers keen insight and valuable advice. posted by Wendy Kurtz on December 4, 2006 02:00 PM
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About Wendy:
Wendy Kurtz is President of Elizabeth Charles & Associates, a business development and strategy firm that helps executives, authors and professional speakers grow their business and realize their full revenue potential. Learn more about Wendy...
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