I wanted to share an important tip that can make a big difference in how you connect clients with the right therapist at your practice.
It all comes down to active listening.
I know, I know - active listening is one of those buzzwords that gets thrown around a lot. But hear me out, because when you really put it into practice, it can be a game-changer for your client intake process.
The thing is, when a potential client calls your practice looking for help, that first interaction sets the tone for the whole experience. If they feel heard and understood from the very beginning, it builds trust and confidence that you're going to match them with the perfect therapist.
That's where active listening comes in. Instead of just taking down their information and quickly moving on to the next step, take a moment to reflect back what you're hearing.
"Okay, I hear you saying that you're really struggling with a lot of anger towards your brother. Is that right?"
By repeating their main concern or reason for calling, you're showing them that you're truly listening and that their needs are your top priority. It makes them feel at ease and reassures them that you're going to find them the best possible support.
And here's the kicker - you can take that active listening one step further when you recommend a therapist match.
Rather than just saying, "I think Stephanie would be a great fit for you," try linking it back to what they originally shared:
"Stephanie is a wonderful therapist here who I think could really help you work through the anger you mentioned with your brother. She has an opening that should work well with your schedule."
See how that works? You're not just throwing out a name - you're showing that you remembered their specific situation and are recommending someone who can truly address their needs.
This approach is especially powerful if the therapist match isn't perfect, like if the appointment time isn't ideal or they don't take the client's insurance. By highlighting how the therapist is still the right fit for their concerns, you can help overcome those logistical hurdles.
So give active listening a try the next time you're connecting a client with a therapist. I promise it will make a difference in how they experience your practice. And of course, I'm always here if you have any other questions!