What to Do When Clients Only Want to Work with You
In the dynamic world of business, there are moments when your professional journey takes an unexpected turn. One such scenario is when clients express a strong desire to exclusively work with you. While it may be flattering, this situation brings both opportunities and challenges. The thing is, there is only one of you! So expanding this scenario is a no-go. Plus, if you are a small practice owner bringing on clinicians, you want to make sure those clinicians have adequate caseloads. So what do you do when people only want to work with you? In this blog post, we'll explore the nuances of handling clients who only want to work with you and how to navigate this unique professional landscape.
Understanding the Why
Begin by understanding why clients want exclusivity. Is it because of the quality of your work, your unique skill set, or the personalized approach you bring to the table? Knowing the reasons behind their preference will help you train your clinicians to meet their expectations.
There’s just something about the owner…
There is a weird phenomenon but people love to see the owner of an establishment. It incinates that you are going to see “the best".” However, if you have built a good team there are many greats and all of them have specialties to offer potential clients. Communicating this to potential clients is important. Now I will discuss how I train the people that answer my phones in handling these situations.
Tip 1: Remind potential clients that you have interviewed and vetted all your clinicians
Building a strong team is an art that goes beyond traditional recruitment methods; it is about hand-selecting individuals who not only possess the right skills but also align with the values and vision of the organization. The process involves a meticulous examination of each team member's strengths, weaknesses, and their potential contributions to the collective synergy. Hand-selecting a team requires a keen understanding of the unique talents that each individual brings to the table, ensuring a harmonious blend of skills and personalities. This personalized approach enables a leader to curate a team that is not just proficient in their respective roles but shares a common passion for the team's objectives, fostering a collaborative environment that propels the entire organization towards success. Hand-selecting takes time but it offers potential clients the piece of mind they are looking for when requesting to see you.
Tip 2: Set a High Rate
Setting an exceptionally high rate for your services can be a strategic move to motivate potential clients to see your clinicians. This deliberate approach to pricing not only reflects the value you place on your expertise but can also serve as a natural filter, attracting clients who appreciate and can afford the premium quality of your work. By positioning your rates at the upper echelon of the market, you not only signal a commitment to delivering exceptional results but also communicate exclusivity. This can lead to a more manageable workload, allowing you to dedicate ample time and attention to your practice. While this strategy may limit the number of clients, it can elevate the overall quality of your practice.
Tip 3: Tell potential clients that you have personally trained each of your clinicians
Personally training clinicians holds immeasurable value in the realm of healthcare and mental health services. Beyond the transfer of clinical knowledge and skills, personal training establishes a direct, human connection that enhances the learning experience. This direct mentorship fosters a supportive environment where clinicians can ask questions, seek guidance, and receive constructive feedback in real-time. The mentor's lived experiences and insights contribute to a more comprehensive understanding of patient care, ethical considerations, and the nuances of the profession. Personal training also allows for the transmission of intangible qualities such as empathy, compassion, and effective communication—essential elements in the healthcare sector. This personalized approach not only elevates the competence of individual clinicians but contributes to the overall quality of patient care, creating a ripple effect that positively impacts the entire healthcare system.
Tip 4: Make it harder for people to schedule with you
You need to make it harder for people to schedule with you and easier for them to schedule with you other therapists. Train you receptionist to assure the clients that you want to get them in as soon as possible. It is also important for the receptionist to proactively suggest a therapist (not you) that they believe would be a good fit for potential clients and give the reasons why. For this reason, at Water’s Edge Counseling we always encourage those that are answering the phones to ask a little more about why the person is calling so that they may find the best fit.
Tip 5: Have someone else answering your phones
This a great idea for so many reasons. Having someone else answering phones at your practice can significantly enhance the overall efficiency and effectiveness of your business operations. Firstly, it allows healthcare professionals to focus on their core responsibilities without interruptions, ensuring that patient care remains the top priority. A dedicated receptionist ensures that calls are promptly and professionally handled, contributing to a positive patient experience. This can lead to increased patient satisfaction and loyalty. Moreover, having a designated individual or team manage phone communications helps in streamlining appointment scheduling, general inquiries, and misunderstandings. It also creates a more organized and structured workflow within the practice, promoting a smoother and more seamless operation.
Tip 6: If you do have to answer the phones, don’t tell them you own the practice
Once people hear that you own the practice they are going to want to schedule with you and nobody else. Plain and simple. By acting as an trained receptionist or administrative staff member, you can handle appointment scheduling, patient inquiries, and administrative tasks without this outcome.
Did you find this blog helpful? If so, perhaps you would be a good fit for the Wise Practice Community and the Wise Practice Summit. Learn more about these two great opportunities below.
Interested in Growing and Connecting with Others Like You?
When I started my faith-based private practice, I found myself alone in my work and values. I struggled to find other practice owners that understood the unique struggles in owning a Christian practice. I found this to be especially relevant when I went to hire my first clinicians to the business.
Can you relate? Are you unsure where to find a community that understands your faith in your practice? Are you looking for guidance from someone who makes faith a cornerstone of their practice?
You don’t have to do it alone. For the past year, an amazing group of faith-based practice owners meet weekly for live webinars to grow our practices along with outside sessions and conversations to connect and find success in our businesses.
And guess what? In less than a month, you can also join our cool kids club and take leaps forward in your practice and your faith. Doors will open again November 6-8*
*Doors only open 1-2 per year.
Oh, and one of my favorite parts about this community is I don’t have to feel ashamed of my faith. I have the freedom to talk about how faith influences my life and work. And you can too!
When you join, you will have access to the following:
Live weekly meetings to learn how to grow your faith and practice
An active community to share wins and questions about your practice
Courses and paperwork to use to save you time and money
Discounts and deals on practice services and needs
Access to a small accountability group to keep you on track with your goals
You will get all of this for just $89/month! That is less than a client session. You cannot beat that!
Here is what current member Colleen W. has to say about this community:
“This community is great for those who want to be real, explore business development and have a faith-based background all at the same time.”
To get access to this community, mark your calendar for Monday, November 6th and sign up in memberships
Book a vacation and get connected!
The Wise Practice Summit is an annual event filled with opportunities to earn CEs and connect with fellow practice owners from around the country. To learn more about this fantastic event, please click here.
