Ep. 34 Reputation Management in Behavioral Health with Mark, Lee, & Jeff — MasterMined: A Behavioral & Mental Health Podcast

In this episode of MasterMined, hosts Mark Scrivner, Jeff Skillen, and Lee Pepper unpack the realities of reputation management in behavioral health. From navigating negative reviews and activating a "posse of positivity" to preparing for media scrutiny and five-alarm PR crises, the conversation offers practical frameworks leaders can implement before reputational issues escalate. The hosts emphasize proactive planning, human-centered communication, and disciplined response strategies that protect trust, culture, and long-term brand equity.

Key Moments

01:22 — Why reputation hits harder in behavioral health
03:08 — The danger of emotional responses to negative reviews
05:32 — Researching complaints to find the grain of truth
07:05 — Curiosity vs. blame as a leadership mindset
11:14 — Turning a one-star review into a five-star outcome
14:16 — Activating a "posse of positivity" to rebalance ratings
20:12 — Why "no comment" is never the right answer
21:41 — Building a crisis response team before you need it
39:14 — Why human-to-human conversation still matters most

Learn More & Connect
Show Notes + Resources: https://snapshotinteractive.com/mastermined
Connect with Mark Scrivner: https://www.linkedin.com/in/markscrivner | https://snapshotinteractive.com
Connect with Jeff Skillen: https://www.linkedin.com/in/jeffskillen | https://www.skillsetenterprises.com
Connect with Lee Pepper: https://www.linkedin.com/in/leepepper | https://www.neveroutmatched.com
Our Sponsor - Snapshot: https://snapshotinteractive.com