Is Your New Therapy Client a Mystery Shopper? How to tell…
Listen and Subscribe
Is Your New Therapy Client a Mystery Shopper? How to tell…
Dr. Lisa Marie Bobby is a licensed psychologist, licensed marriage and family therapist, board-certified coach, AAMFT clinical supervisor, host of the Love, Happiness, and Success Podcast and founder of Growing Self.
What If Your New Therapy Client Is a Mystery Shopper?
I know what you’re thinking: Lisa, this sounds like an episode of Black Mirror, not real life. But friend, buckle up—this is real, it’s unsettling, and it’s happening to therapists just like you. I know because it happened to me—more than once. It actually just happened to a therapist in my practice again last week!! And let me tell you, when you realize someone’s been in your office (or on your Zoom screen) under false pretenses, secretly evaluating you for an online review, it’s a gut punch just like any other scams targeting therapists.
But here’s the good news: you have the power to handle this with grace, integrity, and yes, even confidence. In this article, I’ll share exactly what happened, why it matters, and most importantly, how you can protect yourself and your practice from surprise public reviews.
When the Mystery Shopper Showed Up at My Practice
Picture this: I’m sipping my coffee, catching up on emails when I get a message from a teammate—“Did you know we had a mystery shopper?” Wait. What?! I clicked the link, and there it was: an article about my practice on Forbes Health, detailing aalllll the things that had transpired in her 6+ session-long relationship with one of the practitioners on my team.
Turns out, one of our “clients” had been secretly subsidized to write a review about our therapy services. This wasn’t just a quick one-off consultation either—this person had real couples therapy sessions for weeks with one of my rockstar clinicians. Thankfully, the review was glowing (praise hands 🙌), but the shock was real.
Why? Because this cuts to the heart of what we do as therapists: building trust-based, authentic relationships. Finding out a therapy client was evaluating us for a public review without our knowledge or consent feels like betrayal, even when the review is positive.
If you’re still thinking that this can’t POSSIBLY be a thing…. Here’s Exhibit A, for your viewing pleasure. (This is one that we missed, FYI. The multi-session review I’m referring to happened last year and has since been taken down.) Although I expect another article to be coming out soon, based on yet another mystery shopper identifying themselves as such just last week!
See for yourself: https://www.forbes.com/health/mind/online-marriage-counseling/
Why This Matters to Your Practice
Here’s the kicker: mystery shoppers are part of a growing trend, especially as online therapy platforms and big publications (looking at you, Forbes Health and VeryWell Mind) push for high-traffic review content. These aren’t malicious actors—they’re journalists and freelancers being paid to rate therapists like Yelp rates brunch spots.
But the stakes are enormous.
- What if their experience isn’t perfect? A tech glitch, an off day, or a session where you gently challenge a client could land you in a very public review that misrepresents who you are and how you work.
- Worse yet, you don’t even know it’s happening. By the time it’s published, it’s out there shaping public perception of you, your practice, and client satisfaction.
Trust me, this isn’t fear-mongering—it’s reality. And as your practice grows or gains attention, you’re more likely to show up on their radar.
How to Spot a Therapy Mystery Shopper (Maybe)
Here’s the truth: you may not catch them. But there are red flags to watch for:
- Clients who ask above-and-beyond questions during consultations or first sessions, like your credentials, policies, or processes, while steering away from personal issues.
- Someone who schedules a consultation or one session, then ghosts.
- That spidey sense that something feels off. You know it. Trust it.
But honestly? You can’t exactly ask, “Are you a secret shopper?” That’s a one-way ticket to an awkward moment with a real client.
The 8 Scams Targeting Therapists
Therapists like us are prime targets for scammers. Learn the warning signs, and how to protect your practice.
How to Protect Yourself and Your Practice
Here’s the empowering part: you don’t need to live in fear of mystery shoppers. In fact, you can turn this challenge into an opportunity to shine.
1. Perfect Your Onboarding Process:
Be transparent and clear about what clients can expect from you, your process, and your role. For couples work, I say:
“Part of my job is to help you see patterns that might feel different or challenging—and that’s a good thing. Are you okay with that?”
Setting expectations upfront reduces surprises and builds trust.
2. Show Up with Excellence—Every Time:
- Review intake forms before sessions.
- Be clear and professional, even on your off days.
- Make sure your systems (paperwork, scheduling, follow-ups) are smooth and supportive.
3. Document Everything:
Creating solid case notes, documentation, and consent forms are your safety net if concerns ever arise.
4. Embrace a Growth Mindset:
If you do end up in a less-than-stellar review, pause. Take a breath. Then ask: “What can I learn from this?” Use it as an opportunity to improve and grow as a therapist, not a reason to spiral.
5. Trust That Your Work Matters:
If you’re ethical, compassionate, and dedicated to doing great work, most clients—yes, even mystery shoppers—will see that. Your authenticity is your greatest defense.
The Bottom Line: Be Prepared, Not Paranoid
Look, this whole therapy mystery shopper thing is weird. But as therapists, we don’t need to be perfect—we just need to show up as our best, most professional selves. And when we do, we don’t just survive challenges like this; we thrive.
Want More Tips to Protect Your Practice?
Weird stuff happens—trust me, I’ve faced it all. From therapy mystery shoppers to scams targeting therapists, if you want to protect your practice, I’ve got you covered. When you sign up for my 8 Scams Targeting Therapists email series, I’ll walk you through each individual scam, share my personal experiences, and lay out clear, actionable steps you can implement today to keep your practice safe.
You don’t have to figure this out on your own. I’d love to help you so you can safeguard your practice ASAP!
Also, let’s connect! I share professional resources and updates regularly on LinkedIn. I’d love to hear from you!
Xoxo
Dr. Lisa Marie Bobby
P.S. If you know a therapist who could use this advice, do them a favor and share this article with them. Let’s look out for each other—because together, we’re stronger. 💪
Resources:
Jacob, S., Schiffino, N., & Biard, B. (2018). The mystery shopper: a tool to measure public service delivery?. International Review of Administrative Sciences, 84(1), 164-184. https://journals.sagepub.com/doi/abs/10.1177/0020852315618018
Nettelhorst, S. C., Chin, E. G., Krome, L. R., & Reynolds Jr, D. A. J. (2019). Change my mind: The impact of online client ratings and reviews on perceptions of therapists. Journal of Consumer Health on the Internet, 23(3), 227-248. https://www.tandfonline.com/doi/abs/10.1080/15398285.2019.1646009
Ford, R. C., Bach, S. A., & Fottler, M. D. (1997). Methods of measuring patient satisfaction in health care organizations. Health care management review, 22(2), 74-89. https://journals.lww.com/hcmrjournal/fulltext/1997/04000/methods_of_measuring_patient_satisfaction_in.9.aspx
Subscribe, Share & Follow
The Love, Happiness & Success
For Therapists Podcast
