Therapy Starts Before The Appointment
Is it time to audit your onboarding process?
Most practitioners are trained to think their therapeutic work begins when the client walks through the door. As an auditor and kinesiology business mentor, I’m here to tell you that first impressions count.
Your therapeutic rapport begins with how you are perceived within your marketing. And then how well you onboard your client.
Weird right?
But here’s the thing, in this modern technology age, anyone can grab a piece of you and create their judgement on you — as their potential therapist.
The relationship begins the moment your client finds you — whether it be word of mouth referral or a google advertisement. In an ideal world, the audience likes what they see, they will align to your vibe. Hopefully, they will look further into who you are and what you offer.
Typically, a potential client will silently ask themselves:
- “Can I trust this person?”
- “Will they understand me?”
- “Will this practitioner make me feel safe?”
From an audit perspective, I recommend exploring and looking at every step of your onboarding process with those above questions in mind. The answers you are seeking should use this simple filter — can the client easily answer those questions … or avoid them?
What invisible action happens before a client books an appointment?
The potential client undertakes a few subliminal actions. They explore your social media grid. Subconsciously, they are searching for clarification of the language they use to describe their problem.
Audit Tip — honestly review that your primary grid demonstrates you understand the issues raised by your niche audience.
If they like what they see, they will seek the easiest way to clarify your qualifications and experience. This might be a deep dive into your website.
Audit Trip — honesty review your website. Is your menu clear and concise. Can your potential client learn more about you and the services you offer and how to book?
What other rapport building opportunities can occur?
When the client finally decides they want to experience a taste of you, they book their appointment. This is a golden opportunity to welcome the new client into your business and start building therapeutic rapport as a return business connection.
Creating a space of trust before the client arrives at their appointment deepens a client’s to feel safe. How can this happen?
As a neuro counsellor, I know that some people struggle to read or listen or perform instructions. So I provide all three options — words, video and audio.
As soon as a new appointment is booked, the client received a welcome email. I’m genuinely grateful to welcome all new clients into my practice — straight away and without delay. That’s why I chose a booking system that automates multi media messages.
I love being of service to others. I market very clearly how I can support clients, and therefore attract those people I’m pitching to.
My welcome email contains a link to a welcome video, because when you’re stressed, reading all the things I am legally required to convey, can feel overwhelming. So I provide an embedded link to a YouTube video.
This allows the client to listen to me talking casually, working through all the things. It also provides some non-verbal, trauma-informed therapy — what I look like, what my clinical space looks like, you know all the things.
When the client arrives at their appointment, they tell me they are pleasantly surprised that I am exactly how I present myself on the welcome video. they are comforted, and often easily and quickly settle into their session.
So often in therapy, the first session explores the content of the case history form, and getting to know each other. When you work with me, we hit the ground running and make the most of the time we spend together.
Audit tips — is your booking process automated whereby the client can book at their own pace? Is the automation process with a limited number of clicks? Can the client complete the online booking without seeking your assistance? Can the client make a connection with you before you meet in person?
The Audit Lens
1. Clarity — Is everything simple and easy to understand?
2. Connection — Will the client feel seen by the content I share prior to a therapy session? Will the client feel seen, or just processed?
3. Consistency — Does your brand feel aligned across every touchpoint?
4. Confidence — Do they trust you before they meet you?
Stop thinking of onboarding as another step of administration.
Start treating it as the first phase of your therapeutic process, and be sure to audit with that lens on.
Conclusion — The Invisible Session
There is an opportunity to provide a session experience that happens before session one.
It looks like:
- Reading your website
- Booking your service
- Receiving your emails
- Filling out your forms
- Waiting… often the wait is anxiety riddled.
This is where rapport is either built — or broken.
A final audit note
Your best clients don’t need more convincing. They need to feel nurtured and safe enough to say yes to making that booking. And that starts long before they walk through your door.
Want to read more like this?
This is My Roar – signed copies of my first published book can be purchased from this website.
Self Reflection – A little Look Within – click here
8 Hot Tips How To Journal – click here
Can You Risk Not Stepping Up To Mother yourself? – Click here
About Karen
Change Facilitator
Karen Humphries is a Behavioural Change Facilitator — Mental Health Counsellor, Kinesiology Practitioner + Business Mentor, Intuitive Meditation Facilitator, Clinical Hypnotherapist, Wellness Coach, and Clinical Resource Therapist. She is a published author. She is a self-confessed laughaholic and loves being of service to the world with her humorous and positive approach to life, encouraging people to ‘choose to change and bloom from within.’



