10 Things Your Clients Wish You Knew
Asking for help is hard. There is still stigma associated with asking for and receiving mental health care. Sure, people are more open about it, but for those who suffer from long-standing, chronic mental illness the stigma is there.
Our clients allow us to make a living. They trust us implicitly with their hidden selves, secrets they are too afraid to admit to others in the world.
Here are 10 things they wish you knew. If you build a practice to address these 10 points, what a powerful, client attractive practice you would have!
1. It is hard for me to call for my first appointment and I really need help right now.
2. I want someone to listen to my story and reassure me that I am not crazy.
3. It takes considerable effort for me to make time to get to your office and attend therapy. I may need to take a day off from work, find a babysitter or leave my kids with a relative.
4. When I am unsure about your policies and procedures regarding payment, scheduling and contacting you I get anxious and may avoid you.
5. A comfortable, professional waiting area and office makes me feel at ease.
6. Fees and expenses are less of a concern for me if I understand the benefits of my work with you.
7. Sometimes a 50 minute therapy hour is not what I need, but I still want to associate with you and learn from your expertise.
8. The behavior and attitude of your administrative staff is important in my decision to start and continue a therapeutic relationship with you.
9. If you help me feel and function better, I will tell others about your wonderful services and skills.
10. I have been searching for help for a a long time and really hope you are the one person who can support me now.
Always, remember the best marketing is excellent customer service and respect of our clients as people who choose to work with us. Make that an easy choice for as many people as you can and your practice will thrive.
Hi Susan:
This is my favorite post. Most professionals talk about their time and the value of their time, but one also needs to step in the client’s shoes to know the adjustments the client has made in their life to keep that appointment.
Sincerely,
–
Sangeeta Dey, Psy.D.
Pediatric Neuropsychologist
Office: 594, Marrett Road, Suite 22
Lexington, MA 02421
Tel:781-652-9594
Fax: 781-652-9557
Yes, Sangeeta. The best marketing of all is understanding our clients’ needs and responding to them accordingly. Everyone’s time is valuable.
Susan
Hello – I LOVE this post…yes, I am cognizant that it is a BIG effort for many people to get to therapy. There are MANY competing events to attend to..childrens’ sports, tutoring, elderly persons’ needs, food shopping, cooking, needed vacations to pay for…if divorcing, lots of other meetings to go to…so I am very sensitive to that..and also I LOVE that you mention that the person may not need a 50 minute therapy session, but m/by a phone chat, a 30 minute check-up, an art session, a guided imagery session, a Reiki session…so there are many ways to heal….
thanks for this…also the reminder that calling for an appt is HARD and that the person wants relief NOW…
Susan – what a great article!!! You took everything I ‘felt’ at a gut level, and put it into words that I can look at and think about! Thank you!
Susan – This post is fantastic and needs to be heard. You have spoken for clients everywhere. In my younger days (as the opening line to Star Wars comes to mind), I had BPD, although I didn’t know it at the time. I had a doctor who saw me three times a week, starting the first day I called and was always available to talk if an emergency came up. His appts. actually lasted a full hour. The first time I called was during aa crisis. I left a message and within ten minutes he called, stepping out of the class he was teaching at Columbia and made an appointment. His therapy, with minimal medication put my in remission within a year and a half. I’d gladly reccomend him to anyone.
A few years ago I saw a doctor who kept me waiting for a half hour, spent 10 minutes with me, didn’t make eye contact and took calls during the appointment. His secretary was rarely at her desk and calls for appointments took up to a week to be returned. All this for a sleeping aid.
What a difference attitude makes when it comes to helping people.
This is so absolutely important, especially from a customer service standpoint. The huge emotional effort, the need to understand the benefits of our services, and our need to listen on the first phone call placed to the client to their needs and concerns. Those are huge pointers! Thanks for sharing.
Susan,
I appreciate this post particularly because of those who choose to pay me for my services. I ,too, know the value of time and money and therefore always strive to work with my clients as partners, a win win for us both, as I know there is a contract in their somewhere. =)