
Back to School Special: Answer the Phone
Answer the phone. The Summer doldrums are coming to an end and your client load is going to build steadily through the holidays. Clients will usually choose a counselor based on the following (not necessarily, but probably) in this order:
- Recommendation
- Specialty
- Which one calls back first
- Who can get them in quickly
- Collects credit card information to secure the first session
- Utilizes a script which has increased client conversion rates for every therapist in our offices (measured by the number of phone calls who complete a first session)
- Calls clients the day before (or Friday before) their session to confirm
- Fills empty slots with wait-listed clients and clients needing to get in quickly
- Calls late-cancels and no-shows to inform them they will be charged the full amount of their session using the credit card information on file
- Follows up with past clients to see how they are doing
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