Live Consulting with Gennifer Morley on Responding to a Negative Practice Review | PoP 554

What happens in your practice when your 1099 employee gets a bad review? How can you navigate this situation without crossing any business boundaries? Can you utilize SEO to recover your marketing from a negative review?

In this podcast takeover episode, Whitney Owens speaks with Gennifer Morley about responding to a negative practice review.

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Meet Gennifer Morley

Gen Morley runs a group practice in Boulder Colorado specializing in anxiety at all ages. With years of experience and research, Gen has created an approach to counseling that effectively combines evidenced-based therapies with a down-to-earth approachability that gets results. Gen is a mama, a wife, and an athlete who enjoys a good laugh.

Visit her website and connect on Facebook, LinkedIn, and Instagram.

In This Podcast

  • Should you get involved in the reputation of a 1099 employee?
  • Evaluate how your practice interacts with children and adolescents
  • How to handle a negative review through SEO

Should you get involved in the reputation of a 1099 employee?

When someone is hired at our practice, even though they are a contractor, they still represent our work. To someone else outside of [your practice] no one knows that this person is a 1099 … and so whoever you hire is going to be representation of you which is why you want to be super clear in your hiring process. (Whitney Owens)

In this respect, protecting the reputation of this person is beneficial to you because by extension you are protecting the reputation of your practice.

You cannot tell this person how to do their job because they are a contractor to your practice, but you can meet with them to process this difficult situation and offer guidance and support where you can.

If the upset client tries to contact you as the practice owner, politely redirect them back to the clinician because they are technically running their own business and even if you are the practice owner, they are the contractor.

I would just redirect [them] back to the clinician especially because this clinician’s practice is separate from you because [the clinician] has [their] own business, it’s [their] client, [their] situation and not yours. (Whitney Owens)

Evaluate how your practice interacts with children and adolescents

Sometimes there are situations that involve a child or adolescent who is dependent on a guardian or parent to pay for their therapy, and they want to go but there is a problem between the two of them or between the guardian and the therapy.

It is therefore important to have systems in place that can protect your clinician and your practice from harm while assisting the child or teenager as much as possible.

How to handle a negative review through SEO

When you get a negative review – or any kind of review actually – it is really important that you respond within 24 hours. Google Business needs to see that you are a good business owner and that you care for the people that you see and that you respond quickly to things. (Whitney Owens)

  • Even if you get a negative review, it is important to respond to it timeously so that Google can still see you are an attentive business owner.
  • It is important to respond without getting emotional or defensive.
  • You cannot identify that they are a client because you cannot say anything that they did not already say in the review they posted. Therefore, only speak to the concern that was brought up in the review.
  • As an SEO bonus, add SEO-linked words to boost your business!
  • You can respond to public things, publicly, so that your audience can see that you are aware and taking action against issues.

Useful Links:

Meet Whitney Owens

Whitney Owens is a Licensed Professional Counselor and Private Practice Consultant. She lives in Savannah, Georgia, where she owns a group private practice, Water’s Edge Counseling.

In addition to running her practice, she offers individual and group consulting through Practice of the Practice. Whitney places a special emphasis on helping clinicians start and grow faith-based practices. She hosts a podcast to help faith-based practice owners called the Faith in Practice Podcast.

Whitney has spoken at the Licensed Professional Counselors Association of Georgia’s annual convention as well as Maryland. She has spoken the past two years at Practice of the Practice’s Killin’ It Camp Conference. She has also been interviewed about mental health issues on several media outlets including WSAV in Savannah and in the Atlanta Journal-Constitution. Whitney is a wife and mother of two beautiful girls.

Thanks For Listening!

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