Is Your Onboarding Process Preventing Clients from Accessing Therapy? How to overcome barriers to therapy

You've updated your website, created your directory listing, networked with peers and professionals, received inquiries, conducted intro sessions, and agreed to take on new clients. Yet, when it comes to that first session, they are a no-show. Has this happened to you?

Let's explore why.

First impressions matter

The period between a client's initial inquiry and their first session is crucial for creating a welcoming, supportive, and professional environment even before therapy begins.

I refer to this period as onboarding. You might call it intake, but it's essentially the same process. It encompasses everything from the moment a client agrees to work with you up to their first session.

Every interaction, whether it starts with your directory profile, a referral, or your website, forms their impression of working with you. This impression is influenced by email interactions, ease of communication, and the experience during any introductory calls.

The First Contact

Was it easy for them to communicate with you? Could they easily find your contact email or the necessary form?

Ease of contact cannot be overemphasised. If contacting you isn't straightforward, potential clients will become frustrated, abandon your website or profile, and move on to someone else.

I strongly suggest making email the primary point of contact. Listing a phone number often leads to missed calls, voicemails, and a game of phone tag, which can be discouraging. An email address allows for more manageable response expectations.

The Intro Call

If you’re actively taking on new clients having a link to book a discovery / intro call on your website or directory listing can ensure that YOU’RE the therapist who they choose to work with. You can use a free service such as Calendly, buy a lifetime licence for TidyCal (for just $27) or use Google Workspace to set this up.

If you do offer introductory calls after they initially reach out to you, make your availability clear and provide multiple time slots. Again, using a scheduling tool can help with this. If scheduling the initial session is difficult, clients may assume that regular sessions will be equally challenging to arrange.

Providing Information

Are you transparent about crucial information like your availability and invoicing procedures?

Clients need to know key details about your practice, and being upfront about these can prevent misunderstandings. Ensure this information is clear, concise, and easily accessible, both in emails or therapy paperwork. Important details should not be buried in lengthy contracts but should be highlighted and easy to find.

Clarity in Procedures

Do you have clear procedures?

Consistency is key. If you lack clarity in your procedures and are improvising, each client will have a different onboarding experience. Clear, consistent procedures enhance the client’s experience and increase the likelihood of them attending their first session and staying with you longer.

Necessary Paperwork

Send intake forms that can be easily completed online, such as through Google Forms or Signable. Avoid requiring clients to print, scan, or photograph forms.

Similarly, streamline the payment process. Requesting payment for the initial session upfront increases the likelihood of attendance. Make invoicing and payment as straightforward as possible, ideally with online options.

Appointment Confirmation

Send an appointment confirmation with all necessary details via a calendar invite.

For in-person sessions, include the date, time, address, parking details, and what to do upon arrival.

For online sessions, include the date, time, link, and platform information.

Clear instructions reduce anxiety and help ensure clients attend their first session.

Conclusion

Reducing barriers to accessing therapy by prioritising clients' needs and expectations can significantly increase the likelihood of them attending the first session and continuing therapy with you. Evaluating and improving your onboarding process can facilitate, rather than hinder, the start of therapy.

Do you have a clear onboarding procedure? I discuss my recommended onboarding procedure in this YouTube video.

I also offer a free template for a welcome email and other essential emails you’ll regularly need here.