Here’s a quick quiz. What do you do when a new client calls?
- Let it go to voice mail and don’t return the call.
- Return the call as soon as possible; otherwise, they’ll schedule with another therapist first.
- Take the call and sort of fumble my way through it, hoping they don’t hear the uncertainty in my voice.
- I have a complete system for how to handle these phone calls. I schedule appointments with about 75% of the people that call me.
So, which group are you in? We’ve all been in the first three groups at some point, right? But wouldn’t you really like to be in the 4th group? The group that knows exactly how to handle new client calls with confidence. The group that knows how to position themselves as a true expert in the field, thereby ruling out those clients who are “price-shoppers”. This is the group that knows that 3 out of 4 calls they get will turn into new clients.
But what about those of you that aren’t in this group? Those of you that work really hard to market yourself for the specific purpose of getting new clients to call you. And then what happens? If you don’t know how to handle these new client calls, you are likely turning your clients away. I know this is the last thing you want to hear, but it’s true.
The initial call with a potential client can make or break your relationship with them. Here are three mistakes I’ve seen therapists make that can cost them clients.
- Answering the phone yourself. When is the last time you called and your dentist answered the phone herself? What about your pediatrician? It just doesn’t happen. And how would you feel if it did? You’d probably be a little turned off by it. You are a highly-skilled professional. You should be a little bit hard to reach.
- Letting the client lead the conversation. If you let the client lead the conversation, what’s the first question they’re going to ask? “How much do you charge?” They’re asking that question because that’s the ONLY thing they know to ask at that point. They don’t have anything to compare except for price. It’s your job to lead the conversation in such a way that you guide them into better knowing you. This will allow them to make a decision based on your expertise, which is infinitely more valuable than price.
- Allowing the phone call to become a mini-therapy session. This is counter-productive because there’s no way you can (or should) try to help a client in the few minutes you are on the phone together. When clients call, they are usually in a lot of pain, and want to offload on someone. That’s what therapy is for; this phone call isn’t therapy. It’s an opportunity for both of you to see if it’s a fit for you to work together.
Handling new client calls effectively requires a PROCESS. I teach a process that will allow you to schedule appointments with 75% of the clients that call you, even if you charge more than other therapists in your area. I call this process “The Initial Client Consultation”, and I’m offering a 2-hour webinar on 8/19 to share my complete step-by-step system with you.
In this workshop, I’ll walk you step-by-step through exactly how to handle the initial conversation with a prospective client:
- Why the consultation can’t be a “mini-therapy session”, and how to avoid that happening.
- The mistake most therapists make on the telephone that turns potential clients away.
- How to answer the “How much do you charge?” question.
- An easy to follow guide to use for each client.
- What to say to potential clients that are price-shopping.
- How to follow up after you schedule an appointment to minimize no-shows.
To grab your seat, visit: https://consultationwebinar.eventbrite.com
