Today, I want to talk about an important topic that often gets overlooked - setting expectations with prospective clients around availability, even before they become clients.
As a therapist, you know how crucial it is to set clear expectations with clients around things like session length, cancellation policies, and the overall therapeutic process. But did you know that this expectation-setting needs to happen much earlier in the client journey?
Your client care team is often the first point of contact for potential new clients. Their job is to get these folks scheduled for an intake session. But that's easier said than done, especially when you have limited availability for those prime after-work or after-school time slots!
Of course, a lot of clients want therapy sessions at the same popular times - like 4:30pm on Wednesdays. When the EHR calendar is already booked up, that can lead to a lot of disappointed callers ending up on the waitlist or simply going elsewhere. Not ideal!
So how can you optimize your client care team to handle this challenge? The key is giving them the right strategies and tools to set expectations upfront. Before they even look at the calendar, they should be equipped with some key phrases such as, "Okay, just so you know, we may not have your ideal time slot available right away. But keep in mind, we can put you in with a great therapist at a time that is less ideal, then move you to a new opening as soon as it becomes available."
Communicating this from the very first interaction can make all the difference. It helps overcome objections, manage expectations, and ensure you're not losing out on valuable inquiries just because of scheduling challenges.
Of course, this isn't a silver bullet. There will always be some clients who won't be willing to be flexible on timing. But arming your client care team with these types of strategies can go a long way in optimizing your intake process and providing a great experience for potential new clients.
Want more tips and tools to train your client care team on setting expectations? Head over to the Practice Axis website to check out our latest resources. I'm always here to help you streamline your operations and deliver top-notch client care.