Reviews Work for Most Businesses — But Not in Private Practice
One of the most difficult parts of marketing a private practice is that some best practices do not apply. Do not ask for reviews in private practice.
Other businesses thrive on having their clients write positive reviews online and tell others about their experience. We’ve all seen requests from restaurants, coffee shops, and clothing stores asking buyers to “Let Us Know How We Did” or “Write us a review and receive 10% off.” They’re on receipts, QR codes in waiting areas, and even email follow-ups. Reviews help us decide where to go or what to buy. This is easy for most businesses, but it’s a problem for mental health services.
Why You Can’t Ask Clients for Reviews in Private Practice
Did you know it is unethical and not allowed to ask a client to write a review about counseling services they received? The ACA is clear that counselors must not ask for testimonials from current or former clients, or from anyone who has received counseling from that provider. Mental health professionals who ask for reviews in private practice are breaking the counseling code of ethics. Even anonymous reviews are discouraged. And responding to a post, even to say “Thank you” is even worse- confidentiality has officially been broken.
Why This Is a Big Deal
In short, asking for a review can put pressure on a client and misuse the power difference between counselor and client. Requesting, or worse, requiring, a client to create a review — even a positive one — is unethical.
We must protect the privacy of all health information. Asking a client to share any part of their counseling experience is not okay. Clients have the right to keep their experience and details of their record private — including whether they came to counseling, who their counselor was, and how long they attended.
When Clients Post Reviews on Their Own
Some clients may post reviews without you asking. For the most part, this is okay if you do not respond. As much as you might want to thank them or offer to fix a problem they shared, you cannot reply publicly. Any public reply confirms you know them. Instead, wait until your next session or call them during business hours.
Hold Yourself to a Higher Standard
As mental health providers, we are held to a high standard — and we must hold ourselves to an even higher one. Marketing is important for a strong business, but protecting clients must always come first.
Reviews can help in other industries, but asking for reviews in private practice is not worth the risk. Don’t request, recommend, or hint in any way for a client to leave a review. If they do it on their own, let it be.
Your license is worth more than any online post — even a good one.