Defining the Moment Someone Becomes a Therapy Client

How do you define a client at your therapy practice…? 

A) Someone who has called to inquire about your practice or filled out an inquiry form 

B) Someone who has scheduled an intake session

C) Someone who has completed an intake session

D) Other

The way I see it, a client is someone who has not only expressed interest in your services and been qualified as a good fit for your practice, but is also actively receiving and paying for your services.

For example, a child has completed their first intake session, payment has been verified with their guardian, and they have booked their next session. At this point, they are no longer a prospect, but a client. 

You may think this is just semantics…But, it’s important that everyone on your team is clear on the exact point when a prospect becomes a client, so that you can track your progress and make sure you’re meeting your goals.

The moment when a prospect decides to become a client is a major milestone for any therapy practice. It's a testament to the effectiveness of your communication, branding, and prospect management system.

As you know, the journey doesn't end at the intake session - it’s just the beginning!

• Follow up with your clients: it's important to check in with your clients after they've started seeing a therapist on your team. This shows that you're interested in their progress and that you're there for them. 
• Retain your clients: when your clients are having a good experience while in therapy, they are more likely to stay with you by signing up for other services your practice has to offer. This can help you to build a stable and profitable practice.
• Measure the success of your therapy practice: track metrics like client satisfaction, client retention, and word-of-mouth referrals to see how your practice is performing and where you can make improvements.

Understanding the nuances of each phase of the funnel, from lead to prospect to client, allows you to craft a client-centric approach that's unique to your practice. 

But, if you're not using a client relationship management (CRM) system to track your leads, prospects, and clients, you're missing out on valuable data that could help you grow your practice. A CRM system can help you gain insights into your client base and simplify the process to ensure that your prospects and clients receive a consistent experience, from the moment they inquire about your services to the moment they become a client. Check out this quiz to see if you need a CRM!