In this episode of The Wise Practice Podcast therapists Whitney Owens, Kate Campbell, and Katie Lemieux dive into the crucial topic of how to effectively turn inquiries, calls, and emails into actual clients. They share their personal experiences of struggling with this aspect of their businesses and provide valuable insights on how to navigate it successfully. The key to success, they emphasize, lies in creating connections, building rapport, and showcasing the value therapists offer.

Taking Control of the Call

To ensure a productive and efficient call, therapists need to take control right from the start. Lemieux shares a simple but powerful tactic she uses to pause callers and establish a personal connection: asking for their names. "Asking for the person's name and then using their name throughout the call creates that sense of connection." - Katie Lemieux. By doing so, therapists can shift the dynamic and set the structure for the conversation. Owens adds that using the caller's name throughout the call is essential for building rapport and creating a sense of connection. Whitney adds "When you use someone's name, it signals that you see them as a person and not just a potential client."

Leveraging Therapeutic Skills in Sales and Marketing

Campbell highlights that therapists already possess the skills necessary for successful sales and marketing. These micro-skills, honed in therapy sessions, can be directly applied during initial intake calls. "You want to show empathy and validate their concerns, but also guide the conversation in a way that showcases the value you can provide." - Kate Campbell. By joining with clients, validating their experiences, and summarizing their goals, therapists can guide the conversation and help potential clients recognize the value they offer.

The Structure and Questions of the Call

Establishing a clear structure for the call is crucial for maximizing time with the right clients and minimizing time with those who may not be a good fit. The hosts emphasize the importance of understanding the callers' concerns and goals early on. Asking questions such as "What are the top two concerns regarding your situation right now?" or "What prompted you to call today?" helps therapists gather essential information and tailor their responses effectively. Maintaining a focus on the process rather than getting lost in content ensures that the call stays on track. "By summarizing their goals and concerns, you're able to let them know that you understand them and are capable of helping." - Katie Lemieux

Guiding an Intake Call Overview

1. Introduction and Connection:

   • They start by introducing themselves and asking for the client's name.

   • They emphasize using the client's name throughout the call to create a sense of connection.

2. Agenda Setting:

   • They establish an agenda for the call to stay focused and cover necessary information.

   • They inform the client about the purpose of the call and what they hope to accomplish.

3. Gathering Information:

   • They ask open-ended questions to understand the client's background, concerns, and goals.

   • They inquire about specific challenges or issues the client is facing.

4. Validating Concerns:

   • They show empathy and validate the client's concerns.

   • They provide a safe space for the client to express their emotions and struggles.

5. Demonstrating Expertise and Value:

   • They summarize the client's goals and concerns to showcase understanding.

   • They highlight their experience and expertise in addressing those specific challenges.

6. Addressing Practicalities:

   • They ask about the client's preferred appointment times and availability.

   • They discuss logistics such as insurance, fees, and paperwork if necessary.

7. Redirecting Focus:

   • They guide the conversation back to the client's needs and goals when it veers off-track.

   • They ensure that the discussion remains focused on the client's well-being and desired outcomes.

8. Call Conclusion:

   • They recap the main points discussed during the call.

   • They provide a clear next step, which may involve scheduling an appointment or providing additional resources.

It's important to note that the specific questions asked may vary depending on the therapist's approach, the client's unique situation, and the goals of the call. The structure and questions mentioned above are based on the general guidelines provided in the transcript.

Handling Insurance Inquiries

Insurance inquiries are a common concern for potential clients. Rather than immediately answering such questions, Lemieux suggests redirecting the conversation toward getting to know the caller better. By positioning themselves as experts and emphasizing the value they offer, therapists can shift the focus away from insurance details and help potential clients recognize the benefits of working with them. Lemieux emphasizes that value outweighs the price, and by demonstrating expertise and understanding, therapists can encourage potential clients to see beyond insurance concerns. “... in the absence of value, price is always an issue.” But if the scheduler can communicate value then you get a response like this no matter what the price “You said exactly the things I'm dealing with and feel I wanna work with you.” Katie continues “…you wanna position yourself as the expert, as the right person, as the go-to. So if we're answering the questions about insurance, we're not doing ourselves a favor, nor are we doing a client a favor.”

You Can Successfully Schedule Clients for Your Therapy Office

Building Connections and Providing Value Throughout the episode, the importance of building connections and providing value emerges as the cornerstone of turning inquiries into clients. By leveraging their therapeutic skills, taking control of the call, and asking strategic questions, therapists can guide the conversation and showcase their expertise. "When you focus on the value you provide and build that connection, potential clients are more likely to schedule an appointment, regardless of insurance." - Whitney OwensWhen potential clients feel heard, understood, and valued, they are more likely to schedule appointments, even if insurance is not a factor.

Quick Tips:

1. Begin calls by asking for the caller's name, which helps establish a personal connection.

2. Use the caller's name throughout the call to build rapport and create a sense of connection.

3. Structure the call by asking questions that clarify the caller's concerns and goals.

4. Focus on the process rather than getting lost in the content to keep the call on track.

5. When handling insurance inquiries, redirect the conversation to learn more about the caller and position yourself as an expert.

6. Emphasize the value you offer and help potential clients see beyond insurance concerns.

7. Prioritize building connections and providing value to potential clients.

Links and Resources

• Private Practice Startup Webpage

• Client Converting Call Script - Use Coupon code MORE CLIENTS for $138

• FREE Attorney Approved Good Faith Estimate Form

• Prive Practice Startup on Instagram

• Whitney Owens on Instagram

• Wise Practice Facebook Community Group

• Visit Whitney Owens Consulting

• Register for the Wise Practice Summit