When a prospective client calls your practice seeking support, the first interaction you have with them can make all the difference. That initial welcome call or email is their chance to get a feel for your practice and decide if this is the right fit. And as the client care professional on the other end of the line, you play a crucial role in setting the right tone.
I know these first conversations require a delicate balance. On one hand, you want to be warm, empathetic and really listen to what the client is looking for. But you also have to keep things moving efficiently so you can gather the information needed to get them started.
It's easy for these calls to veer off track, especially if the client is feeling nervous or wants to share a lot of their story upfront. That's why I always recommend setting clear time expectations right from the start.
Early on in the call, something as simple as saying “This is going to be a 15-minute call where I'll ask you a few questions to learn more about how I can best support you" can make a big difference. It gives the client a structure to expect and shows that you respect their time.
You can even have a few gentle phrases ready, like "We have about 5 minutes left, so let me quickly ask you a couple more questions to make sure I have all the details I need." That transparency and clear communication can go a long way in making the client feel heard and understood.
When you set those expectations upfront, it keeps the call on track but also demonstrates that you're there to listen. And it allows you to gather all the info you need to get the client started on the right foot with the therapist or program that's the best fit for them.
I know these first interactions can feel high-stakes, but try not to stress too much. Your clients are coming to you because they're looking for support, compassion and a safe space to share. By setting clear expectations and maintaining that balance of efficiency and empathy, you can create a wonderful first experience that gets them excited to take the next step.
Message me at info@practiceaxis.com if you have any other questions! I'm always happy to chat more about optimizing those client interactions.