Episode #623: How To Get Callers To Schedule - Abundant Practice Podcast

Summary

Abundant Practice Podcast Summary

Episode #623: How To Get Callers To Schedule
Host: Allison Puryear
Release Date: February 22, 2025

In Episode #623 of the Abundant Practice Podcast, host Allison Puryear delves into the challenges therapists often face when converting initial client inquiries into scheduled appointments. Drawing from her extensive experience, Allison identifies common pitfalls and offers actionable strategies to enhance the conversion rate of potential clients reaching out for therapy services.

Understanding the Conversion Challenge

Allison begins by addressing a prevalent issue among therapists: receiving calls from potential clients but struggling to turn those calls into confirmed appointments. She emphasizes the importance of diagnosing the root causes of this disconnect, acknowledging that without listening to the actual calls, pinpointing specific issues can be challenging. However, she highlights that several common mistakes frequently surface during these initial conversations.

Common Mistakes Therapists Make

Treating Calls as Information Sessions [02:15]
- "Too many clinicians approach the call like it's an info session. They'll say something like, 'Look at your schedule and call me back if you want to work together.' But think about it. If you called a dermatologist about a suspicious mole and they said, 'Call us back if you want us to take a look,' would you feel confident moving forward with them?"
  Allison underscores the importance of treating initial calls with the urgency and decisiveness akin to medical appointments. Potential clients seek immediate solutions, and a hesitant approach can lead to frustration and lost opportunities.
Making the Call About Themselves [04:30]
- "If I'm calling you because I'm struggling and you spend most of the time talking about your certifications and your training and your therapeutic approach, I'm going to start to wonder if you're going to take up all the space in our sessions too."
  Instead of focusing on their own qualifications, therapists should prioritize building a connection, demonstrating genuine interest in the client's concerns to foster trust and rapport.
Jumping Straight Into Availability [07:45]
- Allison advises against immediately presenting the therapist's schedule. "Assume they want to schedule, but they don't want to do that immediately. They want to talk to you a little bit first." Instead, initiating the conversation with questions about the client's needs makes the interaction more personalized and meaningful.
Lack of Presence During Calls [10:20]
- "Distractions can really derail the call. So don't call somebody back from your car or a restaurant or with kids yelling in the background." Maintaining a quiet and professional environment during the call communicates focus and dedication, enhancing the client's confidence in the therapist's commitment.
Delayed Callbacks [13:00]
- Timeliness is crucial. Allison points out that potential clients often reach out to multiple therapists, and being among the first to respond can significantly increase the likelihood of securing the appointment. "Always call people back, even if it's a few days later than they called, even if it's two weeks later. Please, please, please call back." Prompt responses demonstrate reliability and respect for the client's need for support.
Rigid Scripts Over Flexible Frameworks [16:40]
- While having a structured approach is beneficial, Allison cautions against strict adherence to scripts. "Use more of a framework than a script. Flexibility is really important, but having a loose framework for these conversations ensures that you don't miss anything critical." A balanced approach allows therapists to remain organized while adapting to the unique needs of each client.

Implementing an Effective Call Framework

Allison outlines a recommended framework to structure initial client calls effectively:

Warm Greeting: Start with a friendly and professional introduction to set a positive tone.
Understanding Client Needs: "Can you tell me a little about what's bringing you into therapy?" This question not only gathers essential information but also makes the client feel acknowledged and valued.
Validating Client Concerns: Acknowledge the client's struggles to build empathy and trust.
Sharing How You Can Help: Briefly explain your approach and how it aligns with the client's needs without dominating the conversation.
Confirming Fit: Ensure that both parties feel comfortable moving forward together.
Discussing Logistics: Cover practical details such as availability, fees, and policies.
Scheduling the First Appointment: Conclude by setting up the initial session, solidifying the commitment.

This structured yet flexible approach ensures that all critical elements are addressed, providing a seamless and professional experience for potential clients.

Additional Resources and Support

Allison offers further assistance for therapists seeking to refine their client interactions:

Worksheets and Scripts: Available through the Abundance Practice Building website, these resources provide templates and guidance for effective communication.
Abundance Party Membership Program: A step-by-step guide to optimizing practice operations, including reducing work hours and increasing income.
YouTube Channel: Access the entire "Ask Allison" library for a comprehensive collection of advice and strategies.

Conclusion

In this episode, Allison Puryear provides valuable insights into enhancing the client conversion process for therapists. By avoiding common mistakes and implementing a thoughtful, client-centered approach, therapists can create more meaningful connections and establish thriving practices. The emphasis on professionalism, empathy, and responsiveness serves as a blueprint for turning inquiries into lasting therapeutic relationships.

Notable Quotes:

"Clients need the process to be really simple and seamless." [04:50]
"Show really genuine curiosity about the person on the other end of the line." [06:10]
"Timing is everything." [12:30]

For more information and to access the resources mentioned in this episode, visit www.abundancepracticebuilding.com.

Transcript

Allison (0:00)

Foreign welcome to Ask Allison. Y'all ask the questions about having a fun and thriving practice and I answer them. We have a worksheet for you today so you can bring this answer into your life. You can Access that@AbundancePracticeBuilding.com links where you'll also be able to ask any questions you have for Ask Allison. If you want more support, we've got some free trainings in there too. If you can't get enough Ask Allison, check out our YouTube channel for our entire Ask Allison library. Welcome back to Ask Allison. Here's today's question. I'm getting calls from potential clients, but why am I having trouble converting them into appointments? So without listening to your calls, I can't give you a specific diagnosis. But I've seen some really common mistakes that therapists make during these initial conversations. They're pretty easy to fix. Before I dive into those, though, I would like to thank TherapyNotes for sponsoring Ask Allison. I have talked about TherapyNotes for years. I know their features by heart, but what truly sets them apart is that they genuinely care about your experience. It is not just about troubleshooting. They actively implement user suggested features like therapy search, secure messaging, clinical outcome tracking, real time insurance checks, and they have a smooth super bill process. Everyone at TherapyNotes believes in the product and they want you to love it too. Plus, they're independently owned, which means no venture capital, no pressure to prioritize investors over customers, and this experience allows them to keep prices fair. They focus on innovation and they prioritize customer experience. With over 100,000 therapists already on board, they have proven you don't have to compromise success for quality. If you're ready to see for yourself, try TherapyNotes free for two months with the code abundant@theapynotes.com all right, so here's a big one. Too many clinicians approach the call like it's an info session. They'll say something like, look at your schedule and call me back if you want to work together. But think about it. If you called a dermatologist about a suspicious mole and they said, call us back if you want us to take a look, would you feel confident moving forward with them? Or irritated? You'd probably be irritated. You literally called to get an appointment. Let's get the show on the road. Let's go. Clients need the process to be really simple and seamless. So assume they are calling to schedule and guide the conversation accordingly. Another common mistake is making the call all about you. If I'm calling you because I'm struggling And you spend most of the time talking about your certifications and your training and your therapeutic approach. I'm going to start to wonder if you're going to take up all the space in our sessions too. So instead of selling yourself, focus on connecting with the client. And that connection is the thing that's going to have them want to schedule with you. It's important to show really genuine curiosity about the person on the other end of the line. And jumping straight into availability is another problem that I see happen. I want you to ask what they're struggling with. I don't want them to feel like they are just another name on your schedule. So I say assume they want to schedule, but they don't want to do that immediately. They want to talk to you a little bit first. So start by asking something like, can you tell me a little about what's bringing you into therapy? And this not only helps you understand their needs so that you can be sure that you are the right clinician for them, but it also helps them feel seen and heard, and it gives them a little taste of how you're going to be with them. I also want you to be fully present. Distractions can really derail the call. So don't call somebody back from your car or a restaurant or with kids yelling in the background. Treat this like the legitimate business interaction. It is a quiet, professional environment, communicates that you are focused and you are invested in helping them. I also want you to call back promptly. Timing is everything. If someone calls a lot of therapists, they're going to book, probably with whoever responds first. And that is not about you, it's about their need for care. That said, always call people back, even if it's a few days later than they called, even if it's two weeks later. Please, please, please call back. AP for any delay, check in to see if they need some support. So many therapists don't call back. It's like a shocking number of therapists don't call back. And there is still a chance that this person may become a client. And more importantly, even if they don't become a client, it's crappy and it's unprofessional to leave a suffering person hanging. I want you to use more of a framework than a script. Flexibility is really important, but having a loose framework for these conversations ensures that you don't miss anything critical. So you might, you know, have a warm greeting. Ask them what's bringing them into therapy, validate that that's hard for them. Share how you can help and confirm that you're a good fit. Then discuss the logistics like your availability, your fees, your policies, and then wrap up scheduling that first appointment. And this keeps the call organized and productive without it feeling really rigid. These calls are often a client's very first impression of you, maybe after your website, so taking a really thoughtful professional approach can really make a difference for them. If you want more tips on handling these conversations, I've got you covered. You can DM me the Word sheets and this week's free worksheet is my first phone call script or framework, and you can access all the other worksheets within the series as well. We also have an entire what to say When Scripts and Templates in for therapists and private practice within the Abundance party. You can send me the word party and I will send you the link for that. All right, y'all have a really, really great week and I will talk to you later. If you're ready for a much easier practice, Therapy Notes is the way to go. Go to therapynotes.com and use the promo code abundant for two months free. I hope that helped. If you have questions for Ask Allison or you want to get your hands on the worksheet for this episode, go to abundancepracticebuilding.com Links if you're listening, you probably need some support building your practice. If you're a super newbie, grab our free checklist using the link in the Show Notes. I'd love for you to follow rate and review, but I really want you to share this episode with a therapist friend. Let's help all our colleagues build build what they want.