The old adage that says “first impressions are lasting impressions” is true, especially for therapy practices. A client’s first encounter with a therapist is hard to overcome, especially if the impression is negative.
Making a good first impression is crucial to establishing a positive connection with clients. Clients often research their therapist and form opinions before the first session even starts. From building an online presence to creating an inviting office space, here is how to build rapport from the start.
Struggling to connect with clients? Make a great first impression with Ravel Mental Health.
Providing a Positive New Therapy Patient Experience
If a practice wants to be successful, they need to plan out a detailed new patient experience. From the website to the first call, through their sitting in the waiting room, therapists should envision what the ideal experience looks like and what to do when something goes wrong.
Build a “Know, Like, and Trust Factor”
Generally, clients want to work with therapists who they know, like, and trust. The concept of the Know, Like, and Trust (KTL) Factor is basic. KTL represents the journey that a potential client goes on when learning more about a therapy practice.
Clients need to know who the therapist is, what services they offer, and why they are qualified to deliver those services. From there, the client will determine whether they like what they discovered and if the therapist appears to be capable of meeting their needs. Once the client knows and likes a therapist, trust can begin to develop.
How do therapists build their KTL? First, by identifying an ideal client, therapists can focus all communications on that clientele. Second, being authentic and genuine is also critical for helping clients learn whether they relate to the therapist. Finally, testimonials are an excellent way to demonstrate to clients that they can also have a positive experience with the practice.
Craft a Strong Online Presence
Before clients go in for their first session, they research their therapist online – website, blogs, and social media profiles. This is often the client’s first interaction with the practice, and its impact can be significant. A therapy practice’s online presence is a great option to make clients feel comfortable and gives them a chance to know who they will be interacting with.
It takes just 15 seconds for a client to determine if they would feel comfortable reaching out to a practice based on its website. Websites should be kept current, social media active, and reviews high.
Clearly State Values and Credentials
When a client shares values with their therapist, there is immediate trust. A practice should clearly state its values on its digital platforms and print communications. Additionally, prominently displaying credentials establishes credibility and helps prove to clients that the practice can give them the help they are seeking.
Be Transparent
One of the simplest ways to build trust with clients is to be transparent about prices, insurance coverage, and practice policies – such as cancellation policies, social media policies, and termination processes.
Many clients have no frame of reference for what out-of-pocket therapy costs. Posting fee information on the practice’s website allows prospective clients to either move on or book a session.
Having policies in place means there are no surprises for the client, which builds trust and empowers the client. For example, a cancellation policy sets clear expectations for what might happen if a client doesn’t show for their session, and a social media policy sets clear boundaries for social media and protects a client’s confidentiality.
Be Responsive
The client’s first direct communication with the therapist takes place over the phone or email. Prompt responses are critical to the success of a practice and let clients know that they are valued.
Sometimes, returning a prospective client’s phone call can be daunting. While prompt responses are important, it’s just as important that the therapist is in the right headspace when speaking to a potential new client. If time is an issue due to a heavy caseload, therapists can consider recording a voicemail that clearly states this and how a client might expect to wait before hearing back so they aren’t left wondering.
Work Collaboratively with the Client
One way to quickly build trust before a therapy session begins is to work collaboratively with the client. For example, allow the client to express whether they would prefer an in-person session or online therapy, and include the client when setting up the time of the session. If the client feels that they are listened to and have a say in the process, they will trust that this same respect will extend to the therapy session itself.
Make Things Easy
Clients don’t need anything more to stress about. Therapy practices should aim to make things as easy as possible for the client – easy scheduling, easy payment, easy everything. Guide the patient through every step of the process so they aren’t left guessing what to do or how to do it. Before the session, this could include having an online booking process that allows the client to select a time that works for them. This online booking could automatically send an email confirmation with pertinent information such as clear directions to your office or how to access the session via videoconference. When a therapy practice makes the entire experience easy, clients are more likely to feel comfortable with the session.
Remember Patient Touchpoints
A “touchpoint” is anything that contributes to the client experience. There are four types of touchpoints: people, processes, physical surroundings, and sensory interactions.
People Touchpoints: This includes the client’s interaction with the therapist or a practice’s front desk staff. Before a session, these interactions typically occur on the phone or via email. As mentioned above, it’s important to be responsive during this touchpoint.
Process Touchpoints: These are the procedures the client encounters before, during, and after the session. Making things as easy as possible for the clients – as was discussed in the section above – is critical to how a client is impacted during this touchpoint.
Physical Surroundings: Physical surroundings touchpoints include everything from the office where a session is conducted to the parking lot. Therapists should walk through what the entire experience is like from the client’s perspective.
The parking area is where this begins for many patients. Is there enough parking? Is it a long walk from the parking area to the door to the office? Accessibility to the entrance and throughout the building are also things to consider for patients with disabilities. Note any issues and consider providing information to the client ahead of time so they can be prepared.
Next, a client would likely encounter a waiting area. A poorly designed waiting area can increase client anxiety and cause them to worry that they will not get proper treatment during the session.
Finally, there’s the therapy office itself. Décor impacts the way clients feel about their therapist because it sends a clear signal of who they are working with. Art on the walls shouldn’t be too distracting, but generic art might not send the right impression. Additionally, plants are a great way to liven up a space, but dead plants don’t signal to clients that you are very caring. Strategically placed clocks that allow both the therapist and the client to clearly see what time it is will benefit sessions. Whether the office is small or large, taking the time to carefully decorate it will give clients the right impression from the start.
Sensory Interactions: Sensory interactions include things like lighting, smells, and sounds. A therapist’s office should be clean and free of any unpleasant odors. In addition, loud or annoying sounds can be distracting to clients and cause the client-therapist relationship to begin to break down.
Hassle-Free Bookings with Ravel Mental Health
Forming a bond with clients is imperative for therapists, and that’s why it’s important to be proactive in managing clients’ first impressions. Take the first step in gaining clients’ trust and join Ravel Mental Health’s online booking platform and therapist directory. When a client can instantly book a session, they will feel valued, and trust will begin to form.
Don’t miss out on clients because of an outdated book system. Join Ravel Mental Health today.