Cyber-Slammed by Your Client: What You Can & Cannot Do to Manage Your Online Reputation as a Professional Counselor

“You
only
had
the
percep1on
of

control
because
you
didn’t
hear

the
nega1ve
things

customers
were
saying
.
.
.
.

You
ran
your
business
in
a
vacuum.”

___

Gini
Dietrich

“Repetition makes
reputation and reputation
makes customers.”
___
Elizabeth Arden

Tamara
G.
SuBle,
M.Ed.,
LPC

Colorado
Counseling
Associa1on

April
10,
2015

Cyber-Slammed by Your Client
What You Can & Cannot Do to
Manage Your Online Reputation as a
Professional Counselor

You’re in the right place if you . . .
ü 
Work
with
clients
who
have

diﬃculty
in
rela1onships

ü  Like
to
hang
out
on
Facebook,

TwiBer
or
LinkedIn

ü  Have
never
given
a
second
thought

to
your
online
reputa1on

You’re in the right place if you . . .

ü  Have
never
had
a
client
mad
at

you

ü  Work
with
high-‐conﬂict
clients

ü  You
live
oﬀ
the
grid,
don’t
own
a

computer,
and
have
never
chosen

to
leave
a
comment
anywhere

online

A little about me . . .
ü Licensed
Professional

Counselor

ü Marke1ng
&
Business

Coach

ü Blog
at

Private
Prac1ce
from
the

Inside
Out

ü Social
Media
Junkie

How Clients Can
Damage Your Reputation

Digital Footprint
Click
here
for
more
info

What You Can
& Cannot Do
to Ethically
&
Legally
Protect Your
Reputation
Online
Click
here
for
link
to
ACA
Code
of
Ethics

Housekeeping
ü Volunteers

ü Sign
in
to
receive
email

w/
access
to
handout

ü Workshop
evalua1ons

1991

Marke)ng
for
Mental
Health

Face-‐to-‐Face
Networking

Former Client Blogging about
Cathal P. Grant, MD,
Melody A. Hubnik, Ph.D, LPC, LMFT, &
Sharon D. Walters, RN, CNS, PMHNP
in Colleyville, Texas

Former Client Left Low Ratings
of Barbara Sheehan-Zeidler, MA, LPC
in Littleton, Colorado

Stolen Head Shot of
Carol E. Cummings, LPC, CGRS
in Loveland, Colorado
WARNING
–
Clicking

on
this
link
will

take
you
to
a

pornographic

website

A
noisy
client
can
be
your

private
prac1ce
evangelist
or
your

private
prac1ce
nightmare.

What Attacks on
Your Reputation
Look Like

Anonymity
&
Aliases

Complicate
Protec1ng
You

Too
many
therapists
in
this
situa1on
think
solu1on
is

to
go
oﬄine
or
to
close
up
shop
or
to
bury
their
heads

In
the
sand
hope
it
will
go
away.

Amplify Your Message

Reputation Matters
ü 60%
of
your
agency
or
prac1ce’

market
value
is
aBributed
to
your

business’
reputa-on

ü 49%
of
your
business’
reputa1on
is

aBributed
to
the
owner’s
reputa-on

Potential Clients Search
ü 73%
of
consumers
say
posi1ve
reviews

make
them
trust
a
business
more

ü Consumers
trust
online
reviews
by
total

strangers
12
1mes
more
than
they
trust

you
to
tell
the
truth
about
your
business

Reputation Matters
ü Some
sta1s1cs
say
that
users
Google

someone
else’s
name
50
million

-mes
/
day

When You Think You’re
Off Line, You’re Not

Implement the Plan
Step
1
-‐

Conduct
an
Online
Audit

Step
2
-‐
Strategize
to
Meet
Your
Goals

Step
3
-‐
Iden1fy
What
Needs
to
Be
Cleaned
Up

Step
4
-‐

Assign
Responsibility

Step
5
–
Begin
the
Clean
Up

Step
6
-‐

Get
Seen
on
Your
Own
Blog

Step
7
-‐

Use
Social
Media
to
Change
Minds

Step
8

-‐
Implement
the
Strategy

Step 1 – Conduct an
Online Audit

Step 2
–
Strategize
to Meet
Your Goals

Step 3 – Identify What Needs
to Be Cleaned Up

Step 4 –
Assign Responsibility

Step 6 – Build Your Online
Presence through Social Media

Step 6 – Get Seen
on Your Own Blog

Step
7

–

Use
Social

Media

to

Change

Minds

Step 8 – Commit to
Authenticity, Transparency &
Vulnerability

Step
8
-‐
Implement
the
Strategy

“You
can’t
control

the
conversa1on

but
you
can

be
a
part
of
it.”

___

Howard
J.
Luks,
MD

The Last Word
Your professional reputation
and your business reputation
are only as good as
your online search results.

Resources to Help You
Manage Your Online Reputation

Spokeo

Trackbacks

Google
Alerts

Survey
Monkey

BlogStart
for
Therapists

Bibliography
17
Tips
to
Help
You
Handle
Online
Complaints
&
Nega1ve
Reviews.
(2014,
October

24).
Retrieved
March
31,
2015,
from

hBps://www.reachlocal.com/us/en/ar1cle/17-‐1ps-‐help-‐you-‐handle-‐online-‐
complaints-‐nega1ve-‐reviews

2014
ACA
Code
of
Ethics.
(2014,
March
1).
Retrieved
March
31,
2015,
from

hBp://www.counseling.org/knowledge-‐center/ethics

Beal,
A.
(2015,
January
27).
86%
Would
Pay
More
for
a
Service
Provider
with
Posi1ve

Reviews.
Retrieved
March
31,
2015,
from

hBp://www.trackur.com/posi1ve-‐reviews-‐service-‐provider

Brown,
B.
(2010).
The
gims
of
imperfec1on:
Let
go
of
who
you
think
you're
supposed

to
be
and
embrace
who
you
are.
Center
City,
Minnesota:
Hazelden.

Bourguin,
T.
(n.d.).
Is
Removing
Bad
Yelp
Reviews
Possible?
(and
Should
You
Do
It?).

Retrieved
March
31,
2015,
from

hBp://www.onlinereputa1on.com/is-‐removing-‐bad-‐yelp-‐reviews-‐possible-‐and-‐should-‐
you-‐do-‐it/

Bibliography (cont.)
Boyer,
A.
(n.d.).
7
Must-‐Use
Online
Reputa1on
Tracking
Tools.
Retrieved
March
31,

2015,
from

hBp://www.onlinereputa1on.com/7-‐must-‐use-‐online-‐reputa1on-‐tracking-‐tools/

Boyer,
A.
(n.d.).
10
Important
Tips
for
Dealing
with
Nega1ve
Yelp
Reviews.
Retrieved

March
31,
2015,
from

hBp://www.onlinereputa1on.com/10-‐important-‐1ps-‐for-‐dealing-‐with-‐nega1ve-‐yelp-‐
reviews/

Boyer,
A.
(n.d.).
Brand
Reputa1on:
Why
Your
Personal
Digital
Brand
is
Not
the
Same
as

You.
Retrieved
March
31,
2015,
from

hBp://www.onlinereputa1on.com/brand-‐reputa1on-‐why-‐your-‐personal-‐digital-‐brand-‐
is-‐not-‐the-‐same-‐as-‐you/

Boyer,
A.
(n.d.).
Don't
Feed
the
Trolls:
5
Types
of
Comments
You
Should
Never
Leave

Online.
Retrieved
March
31,
2015,
from

hBp://www.onlinereputa1on.com/dont-‐feed-‐the-‐trolls-‐5-‐types-‐of-‐comments-‐you-‐
should-‐never-‐leave-‐online/

Boyer,
A.
(n.d.).
How
to
Apologize
Online:
The
Ul1mate
Guide.
Retrieved
March
31,

2015,
from

hBp://www.onlinereputa1on.com/the-‐art-‐of-‐apologizing-‐online-‐an-‐ul1mate-‐guide/

Dietrich,
G.
(2014).
Spin
sucks:
Communica1on
and
reputa1on
management
in
the

digital
age.
Indianapolis,
Indiana:
Que
Publishing.

Google
Offers
Easy
Online
Reputa1on
Monitoring.
(n.d.).
Retrieved
March
31,
2015,

from

hBp://www.onlinereputa1on.com/google-‐offers-‐easy-‐online-‐reputa1on-‐monitoring/

Jones,
E.
(2014,
September
26).
Five
Handy
Tips
for
Finishing
Off
2014
with
Your

Reputa1on
in
Tact.
Retrieved
March
31,
2015,
from
Beal,
A.
(2015,
January
27).

Kolmes, K. (2009, May 7). The Yelp Dilemma: Clients Reviewing Their
Therapists on Review Sites. Retrieved March 31, 2015, from
http://drkkolmes.com/2009/05/07/the-yelp-dilemma-clients-reviewing-their-
therapists-on-review-sites/

Kolmes,
K.
(2012,
March
18).
SXSW
2012
–
WARNING:
Are
Online
Reviews
Bad
for

Your
Health?
Retrieved
March
31,
2015
from

hBp://drkkolmes.com/2012/03/18/sxsw-‐2012-‐warning-‐are-‐online-‐reviews-‐bad-‐for-‐
your-‐health/

Li,
C.
(2015).
The
Engaged
Leader.
Philadelphia,
Pennsylvania:
Wharton
Digital
Press.

Marshall,
S.
(2013,
March
20).
5
Complainer-‐Customer
Personas
and
the
Role
of
Social

Media
[Plus
an
Infographic].
Retrieved
March
31,
2015,
from

hBp://www.marke1ngprofs.com/ar1cles/2013/10347/ﬁve-‐complainer-‐customer-‐
personas-‐and-‐the-‐role-‐of-‐social-‐media

Pho,
M.D.,
K.
(2013).
Establishing,
Managing
&
Protec1ng
Your
Online
Reputa1on:
A

Social
Media
Guide
for
Physicians
&
Medical
Prac1ces.
Phoenix,
Maryland:

Greenbranch
Publishing.

Platt, G. (2014, December 10). Reputation Rules for Fun and Profit(s).
Retrieved March 31, 2015, from
https://www.linkedin.com/pulse/20141210160118-1263216-reputation-rules-for-
fun-and-profit-s

Silver
Smith,
C.
(2015,
March
23).
9
Key
Points
for
Cleaning
Up
Your
Online
Reputa1on

Nightmare
via
SEO.
Retrieved
March
31,
2015,
from

hBp://marke1ngland.com/9-‐key-‐points-‐cleaning-‐online-‐reputa1on-‐nightmare-‐via-‐
seo-‐121924

Slim,
P.
(2013).
Body
of
work:
Finding
the
thread
that
1es
your
story
together.
New

York,
New
York:
Penguin
Group.

Smith,
T.
(2015,
February
25).
5
Ways
You
Can
Protect
Your
Brand
Online.
Retrieved

March
31,
2015,
from

hBps://www.internetretailer.com/commentary/2015/02/25/5-‐ways-‐you-‐can-‐protect-‐
your-‐brand-‐online-‐2015

Title
22,
Texas
Administra1ve
Code:
Code
of
Ethics,
Chapter,
681,
(2011).

Weckerle,
A.
(2013).
Civility
in
the
digital
age:
How
companies
and
people
can
triumph

over
haters,
trolls,
bullies,
and
other
jerks.
Indianapolis,
Indiana:
Que
Publishing.

Weinberg,
T.
(2015,
March
24).
6
Social
Media
Monitoring
Tools
to
Track
Your
Brand.

Retrieved
March
31,
2015,
from

hBp://www.socialmediaexaminer.com/6-‐social-‐media-‐monitoring-‐tools/

Whyte,
D.
(2001).
Crossing
the
unknown
sea:
Work
as
a
pilgrimage
of
iden1ty.
New

York,
New
York:
Riverhead
Books.

“It takes 20 years to
build a reputation
and five minutes to ruin it.
If you think about that,
you’ll do things differently.”

___

Warren
Buﬀet

Thank you for
choosing to
spend your
afternoon with
me!
I hope you’ll
let me know if
you need
anything at
all to help you
build,
monitor, and
protect your
professional
reputation.
Tamara

TwiBer

Facebook

LinkedIn

Pinterest

Google
+

“What I love
about
working with
Tamara is
that she is
truly an
idea
factory.”

“What
I
love
about
working
with
Tamara
is

that
she
is
truly
an
idea
factory.

I
come
out
of
our
mee1ngs
with
pages
and

pages
of
notes
and
ideas
about
how
I
can

make
my
business
bigger,
beBer
and
more

fun.

Over
the
years,
she
has
been
not
only
been

one
of
my
biggest
cheerleaders,
but
also
a

fantas)c
coach
and
mentor.

Tamara
has
taught
me
how
to
scale
my

business
to
make
it
more
proﬁtable,
and

has
nudged
me
toward
crea1ng
group

classes
and
online
programs,
instead
of
just

selling
my
1me
by
the
hour.

She
is
one
of
the
most
talented
coaches
I

know
—
she’s
absolutely
worth
every

penny.” www.BethHayden.com

Tamara
does a
beautiful job of
providing
information in
a way that is
user-friendly
and
actionable.”
“Tamara’s
website
and
blog
have
provided
me

with
so
much
valuable
informa)on
that
it’s

hard
to
describe
in
a
paragraph
and
do
it

jus1ce!

Each
1me
I
receive
an
update
in
my
inbox

from
Private
Prac1ce
Inside
Out,
I

immediately
click
on
the
link
and
go
directly
to

the
blog
post.
I
know
in
a
there
is
going
to
be

some
helpful
resource
or
1p
that
will
inspire

me
or
make
me
look
at
private
prac1ce
from
a

diﬀerent
perspec1ve.

Things
like
sezng
rates,
client
conﬁden1ality,

marke1ng,
etc.
can
be
tough
topics
to
handle

as
a
therapist,
but
Tamara
does
a
beau)ful

job
of
providing
informa)on
in
a
way
that
is

user-‐friendly
and
ac)onable.
I
have
also

found
her
to
be
helpful
and
personable
in
my

email
interac1ons
with
her!

I
share
her
website
and
blog
with
everyone

who
will
listen!“

www.WhMusicTherapy.com

“I encourage
you to talk
to Tamara.
For me, the
investment
has paid for
itself and
then some.”

“Tamara
.
.
.
stood
out
for
her
warmth,

generosity,
energy,
and
ability
to
put
me
at

ease.

Not
only
was
Tamara
more
economical
than

other
coaches,
I
have
also
goNen
more

support
and
feedback
because
of
our
email

contact
between
sessions,
which
has
been

invaluable
as
I
stretch
my
comfort
zones!

What
I
needed
was
someone
experienced
and

successful
to
give
me
language
I
could
use
with

clients
and
other
therapists
about
running
a

private
prac1ce
outside
of
managed
care.

Tamara
was
that
person.

What
I
like
so
much
about
my
work
with

Tamara,
and
her
posts,
is
that
it
has

also
exposed
me
to
so
many
other
resources

of
informa)on,
and
empowered
me
to

believe
that
I
can
succeed
in
promo)ng
my

business
online.
.
.
.For
me,
the
investment

has
paid
for
itself
and
then
some.”

www.AmyMaricle.com

“Thanks to
Tamara’s
experience,
insight and
encouragement,
I can
confidently say I
have found my
style of
marketing and
networking that
works for me.”
“With
Tamara’s
gentle,
honest,
and
direct
guidance,

I
faced
some
of
my
fears,
opened
up
to
some
of
my

‘do
I
dare
to
dream’
hopes,
and
gained
confidence
in

invaluable
ways.
.
.
.
.

Thanks
to
Tamara’s
experience,
insight,

and
encouragement,
I
can
confidently
say
I
have

found
my
style
of
marke1ng
and
networking
that

work
for
me.

With
this
new
level
of
confidence,
I
have
more

community
connec1ons,
established
trusted

rela1onships,
and
client
referrals

.

Working
with
Tamara
has
been
an
important

contribu)ng
factor
to
my
success
as
a
LPC
in
private

prac1ce.”

www.Crea)veAndCaringCounseling.com

Cyber-Slammed by Your Client: What You Can & Cannot Do to Manage Your Online Reputation as a Professional Counselor

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