Navigating the Therapy Call: Reduce Client Anxiety and Set Clear Expectations

Welcome to our Tuesday coaching session; I'm really glad you're here. Taking time to learn and grow is a big deal, and today, we're diving into something super important – the therapy call. Let's make sure your summer is productive and you're ready to hit the ground running this fall, ok?

TCCBB #93: Navigating the Therapy Call: Reduce Client Anxiety and Set Clear Expectations

The Summer Slump and Our Bootcamp

Summer can be a slow time for therapy practices. Many clients go on vacation or send their kids to camp, and appointments can dwindle. But don't worry, we're turning this around with a 14-week bootcamp to tweak, pivot, and adjust your practice. This way, when fall arrives and the phone starts ringing off the hook, you'll be ready.

While you're getting ready for the upcoming fall, why not consider updating your therapy technology? I use the HIPAA-compliant platform Full Slate and love it (not sponsored!). The technology you use really matters for connecting with clients, so be sure to do your research to find a platform that's right for your practice.

Why the Therapy Call Matters

Okay, let's get back to the therapy call. Yes, I know, who talks on the phone anymore? But trust me, your voice is a powerful tool!

It helps potential clients connect with you and sets the stage for your future relationship. If you’re not a fan of phone calls, that's okay! We're going to walk you through how to make sure you are as comfortable as possible on the phone with clients.

Setting Clear Expectations from the Start

Last week, we discussed how to get a potential client to book their first session; this is called client conversion. Remember, our goal is to create either a client or a raving fan who spreads the word about your amazing practice. This week, we’re building on that by diving into what you say during the initial therapy call (aka that first consultation).

The Four Key Performance Indicators (KPIs)

We talked about four KPIs this summer in relation to growing your client conversion numbers. KPIs are used to help measure your practice's success. These are:

The initial contact (phone call, text, or email).
Making contact (no more phone tag).
Booking the first appointment.
The client showing up for the first session.

These KPIs help you understand how well your practice is doing and where you might need to make adjustments.

What to Say During the Therapy Call

During the initial consultation therapy call (about ten minutes), it's crucial to explain how counseling works. Potential clients want to know what to expect, and your job is to reduce their anxiety by setting clear expectations. Here’s a step-by-step guide to help you navigate this conversation by explaining exactly what each session will look like. This gives clients a very clear expectation and overview of the process.

First Session: The Interview

Start by explaining that the first session will feel like an interview. You'll ask a lot of questions to understand their needs and discuss possible directions for future sessions. At the end, offer them some homework – something to read, write, look up, or research. This helps them feel involved and sets the tone for a collaborative relationship.

Need help with that first counseling session? I've got you there, too! The first counseling session can be a little daunting, but it doesn't have to be. Click here for first counseling session tips to take with you into that first session.

Second Session: Course Correction

In the second session, you'll course-correct based on their feedback. This shows them that their input is valued and that you're working together as a team. Whether they did their homework or not, use this session to ensure you're on the right track.

Third Session: Assessing Fit

By the third session, the client should have resources, new coping tools, and a good idea of whether working with you is a good fit. This transparency builds trust and reassures them that they have choices and control over their therapy journey.

Special Considerations for Couples Therapy

For couples, the process is slightly different. After the initial session, schedule individual sessions with each partner to gather more information and set goals. The fourth session will focus on a communication exercise. By the end of these sessions, the couple will have tools and resources and know if working with you is a good fit.

Addressing Common Concerns

Potential clients often wonder how therapy works and when they'll start feeling better. It's essential to be honest and set realistic expectations. Explain that therapy is a collaborative process, and while you can't guarantee a “cure,” you can offer support and tools to help them improve their situation.

Building Trust and Reducing Anxiety

One of the most important aspects of the therapy call is building trust. When clients understand what to expect, anxiety decreases. This is especially true for first-time clients who may only know about therapy from what they've seen on TV.

One thing you can do to help reduce anxiety is to use metaphors, like comparing the therapy process to a treatment plan from a dentist. This helps clients understand that there’s a clear plan, they have some control, and there's transparency in how you'll work together.

Therapy Call Script

One thing I like to do is to set you up for success by giving you a script for things like this. I invite you to check out this therapy call script and personalize it for your own needs. Here's what that 10 minute consultation call can look like for you.

Final Thoughts

So, there you have it – the essentials of mastering the therapy call!

Remember, it's about making potential clients feel comfortable and informed from the start. By setting clear expectations and building a collaborative relationship, you're not just creating clients, you're creating raving fans who will sing your praises far and wide.

Thank you for joining me today. I hope you found this helpful and that you're ready to put these tips into practice. Don't forget to track your KPIs and adjust as needed. If you have any questions, feel free to reach out. Let's make this summer slump a thing of the past and get ready for an amazing fall season!

Action Items:

Use the 10 minute consultation call script to help you create your own! Personalize it to make sure that you're highlighting your own specialties and strengths.
If you liked this episode of Texas Counselors Creating Badass Businesses, please subscribe and leave a fabulous review!