An Actionable Guide to Drug Rehab Reputation Management
In the age of information, reputation management is one of the most important dynamics for any healthcare business – and especially for behavioral health providers. In the substance abuse treatment space, the importance of maintaining an immaculate online reputation is critical.
Satisfactory online reviews, including a detailed analysis of how your organization approaches a delicate situation like addiction recovery, are one of the first things prospective clients look for. Any shred of negative feedback can be detrimental, causing you to miss out on potential clients.
But how can you best approach addiction treatment center reputation management, and make sure your facilities are placed in the best possible light?
In this article, we outline the process of reputation management for alcohol and drug treatment centers. You’ll learn the most actionable steps you can take to ensure you maintain positive online reviews, and how to approach online reputation management as a vital practice for your business!
Reputation Management for Addiction Treatment Centers: The Most Vital Part of Your Addiction Treatment Marketing
Most rehab centers overlook reputation management as a vital part of successful addiction treatment marketing. This is a gross misstep that can cost you dearly as a rehab center owner or senior staff member. Never underestimate the power of positive online reputation management, and the strength of positive reviews when it comes to propelling your facility forward.
Marketing can be broadly defined as how your organization appears before your intended clientele. How do you want to portray your facility? You must have a clear picture of the way you want the public to view your organization.
The first step in any successful marketing strategy is maintaining a positive online reputation. In years past, rehab centers and other companies paid little attention to their online presence or the way the internet portrayed their facility. This has changed considerably, as you may already be aware.
The Power and Immediacy of Online Reviews
As more people leverage the internet to empower them as consumers, positive reviews quickly emerged at the forefront of any successful business strategy – rehab facilities included. Currently, addiction treatment centers must consider their digital reputation as one of the most important elements of their public image.
With one click of a mouse or button, any potential client can access the information they need to make an informed decision regarding where they will receive treatment. The way your facility is portrayed is the difference between a client choosing you or other providers in your area.
Their ‘informed decision’ should be based on the facts and services you provide, not the sour grapes of a former client who left AMA, or the skewed perspective of a former employee seeking to sow discord and hurt your business.
Most business owners (and particularly treatment center owners) know the power of glowing reviews and testimonials.
But how can you make sure potential clients get a truthful depiction and not distortions or outright lies?
Understanding Reputation Management
Having an intimate understanding of how your addiction treatment center approaches online reputation entails more than a few comments on a message board or forum like Reddit. With a well-done approach, addiction treatment center reputation management branches out into a genuine, authentic relationship with online media.
Establishing a positive presence across multiple online platforms and channels where your potential clients spend the most time is key.
Successfully doing this allows you to control your brand story and image, not to mention fostering a positive and trusting relationship with prospective clients from the very beginning.
Becoming a Part of the Conversation Around the Topics that Matter
In today’s world, this requires constant attention on your online presence, and gauging what platforms your potential clients engage with the most. This means participating in online discussions, addressing concerns raised regarding your organization, providing value for the industry, and becoming a prominent voice in the substance abuse treatment community.
You want your facility to be visible – but for all the right reasons.
To summarize, having a firm grip on the reputation of your addiction treatment center means respecting and leveraging the power of open dialogue with the online community to shape the public’s opinion of your drug rehab.
Even if you haven’t jumped on the digital PR bandwagon and aren’t actively seeking relationships with the media, being involved in these online communities and discussion sites will significantly improve your visibility – and the potential points of contact for new clients as well.
The Power of Properly Done Addiction Treatment Center Reputation Management
The power of maintaining a positive online reputation and deploying an efficient reputation management program is immeasurable. According to data harvested regarding online consumer spending, 88% of potential buyers or clients base their final decision on what they read on online review panels.
This means there’s a strong chance that each client who enrolls in your program decides to do so only after ensuring there are not a majority of negative reviews, and your treatment center has strong online reputation management.
Things like positive endorsements from past clients, or even other local business owners, can signal potential clients that your treatment center is trustworthy.
The Holistic Power of a Positive Reputation for Rehab Owners
Another positive benefit of avoiding negative reviews, aside from receiving a boost in local SEO results, is the upgraded morale of your staff. This collateral impact gives your staff a sense of pride and can even help boost the retention of your current team.
Remember, addiction treatment services at a rehab center involve individuals who, at the core, are looking to provide a humanitarian service. When they physically witness the positive impact they have on the community around them, there’s a much higher chance of your rehab staff being committed to the ongoing pursuit of an exceptional facility.
Trust is one of the most important dynamics that exists within a rehab center – whether it’s trust that your clients have in your ability to provide professional, efficient service, or the trust your team has in your ability to maintain a positive image.
3 Actionable Suggestions on How to Improve Your Rehab’s Reputation Management
Shifting towards a positive reputation for your alcohol and drug rehab center isn’t something you have to wait for. There are certain steps you can take to begin making these changes today.
The most successful addiction treatment centers use the following strategies daily, regardless of how well-known they become:
1) Monitor the Online Presence of Your Drug Rehab
It doesn’t take much effort to regularly monitor what people are saying about your treatment facility on different online platforms. This is one of the best ways to gauge how the general public views drug rehab centers. There are tools you can deploy to help your efforts that won’t cost you a dime.
Building a positive image starts with being proactive when faced with any concerns or questions posed by the public. Using tools that alert you whenever something is posted or your alcohol and drug rehab is mentioned gives you a head start on facing these situations head-on.
Google Alerts notifies you in real-time when rehab centers or other businesses are mentioned by name. This includes comments, reviews, or anything else that an online audience might see. Responding promptly shows that you’re professional and take your reputation seriously.
By staying proactive when it comes to your online presence, you can maintain a positive reputation and make online reviews and comments a weapon in your arsenal instead of a detriment.
2) Don’t Hide from Negative Feedback
Many business owners consider criticism or negative feedback to be a deadly blow to their online reputation. However, proactive rehab centers look at this as an opportunity to flip the negative into a positive. Will people see these negative comments?
Absolutely – but think of it like this: Responding promptly to any critique or concern gives you a powerful podium to speak from, whether on a GMB review or on the comment section of a social channel. This gives you a rare opportunity to speak from a position where potentially thousands of eyes are on your facility.
Don’t use it as an opportunity to bash the individual who commented. Be professional and remain empathetic to their concerns. If the claims are false, explain the situation properly without antagonizing. However, if for some reason there is an issue, gently explain the situation and use this as an opportunity to demonstrate your willingness to go the extra mile to eliminate any weaknesses in your program.
The Power of Being Proactive and Forthright
Rehab centers that confront negative reviews on search engine results and review websites garner a lot more respect than those that hide or attempt to delete the comments. Even if you can delete any negativity, you can count on the fact that someone saw it, and the fact that you erased it highlights a lack of accountability.
Even if it happens once in a blue moon, addressing negative feedback gives you the chance to gain a new client or multiple clients, simply by being transparent and participating in the conversation.
3) Encouraging Positive Reviews
Satisfied clients are one of your greatest assets when you run a treatment program. Encourage past clients to leave positive reviews, or post a short blurb regarding their success stories. When potential patients see this from a real person, it encourages them to make contact with you, building their confidence and moving you one step closer to gaining a new client.
One of the best ways to garner positive attention for your rehab facility is to find a professional marketing or reputation management agency or, even better, to find one specifically suited to addiction treatment marketing, such as Ads Up.
Our teams can craft valuable content to the right target audience through search engine optimization and leverage platforms like Google Business Profile (formerly GMB) to ensure your facility stays on the right side of the public perception.
Get Online Reputation Management Done For You
At Ads Up Marketing, we are a collection of driven professionals who have decades of experience in marketing online for the behavioral health industry. Leveraging the power of search engines for reputation management is just a fraction of what we offer.
Our services can help put out fires in the case of a negative review, help you craft a campaign that improves your image in the public eye, and boost the morale of your clients and team.
For more information, contact us, and let’s set up a consultation call. We’re confident that we can provide you with the services you’re looking for, regardless of the size of your facility. Reach out for a complimentary consult today and let’s get started!