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