“He said, She said”
Reputation Management for Sober Living Homes
As someone who runs a sober living facility, it is important to be aware of your digital reputation since it can permeate across all digital channels. The slightest mistake could mean misinformation or out-of-context information could go viral and lead to devastating your reputation. That’s why reputation management is so important.
Addiction treatment and recovery is a highly personal service which many people start with engaging online because:
- People often choose rehab facilities after what they read about them online. According to Search Engine Land, around 88% of people trust reviews, with 85% reading an average of 10 reviews before deciding.
- The other important fact is that most people are looking for addiction treatment near where they live. Search Engine Land reported that 88% of people would read reviews to determine if they can trust the local business. Think of it as how people consider or perceive a recommendation. That’s why your reviews and rating need to be carefully managed.
Since addiction is a sensitive matter, there is anxiety and often hesitance associated with seeking treatment. That’s why anything less than an excellent reputation can turn people off.
Create And Manage Digital Profiles
You will want to start with creating digital profiles for your business. Common channels include Yelp, Facebook, Google My Business. In addition, you should be on sites like RealSelf and RealPatientRatings – If you currently don’t have these listings, now would be an excellent time to create them. Once those profiles are up and running, get your GMB verified
Put A Response Plan In Place
Reputation management is all about how you respond to criticism or less than positive reviews. Despite how hard you try, there will be people who leave a one-star review. How you decide to respond to it can make a big difference.
That’s why you want to start with developing a response plan that all stakeholders approve. The plan should outline:
- Who is responsible for responding to negative reviews?
- What tone and language to use
- Should an apology be made?
- When to follow and how?
The response plan needs to have guidance around how to handle positive reviews too. Also, if the reviews should be displayed on your social media pages and website?
Put A Review Solicitation Strategy In Place
Think about the fact that reviews just don’t appear out of anywhere. It would help if you had a steady flow of reviews that outweighs all the negatives you receive. Sometimes asking them is enough; other times, having a strategy will work best.
Reputation management requires putting a strategy in place which anyone and everyone should follow. If anything, you need to have a baseline review volume to start with. Then develop a strategy which includes:
- Solicit requests via email and text messaging – You can send an email to all the program graduates a few days later. Alternatively, you can send a similar message via SMS or via the rehab center’s mobile app
- Staff should request reviews – Your staff members can memorize a script which makes it easier to solicit reviews.
- Have a review form – Always share a link to the review form via your email message.
If all of this sounds overwhelming or you don’t have the trained staff to handle it, you are better off hiring a reputation management company…
A reputation management company will make sure that your image remains untarnished online.