Caring for clients is incredibly important. Here are some best practices that we urge our entire team to adopt. These are specifically written for our front-desk staff, though they extend to every member of our organization. Hope you find them useful!
- Remember that clients are people-first. We’re in the business of connection. So whatever you do, always find a way to connect in a meaningful, caring way.
- People can be coming in (or calling or emailing) with heavy and troubling things. Always default to being overly sensitive/respectful (i.e. asking people how they are may not work well. Instead, try saying hello and offering coffee or tea to create a warm welcome).
- Let clients take the lead. If they stay quiet, you stay quiet or if they want to chat a bit feel free to chat, pay attention to verbal and physical cues.
- Be aware of boundaries. We are friendly with clients but we are not their friends.
- The waiting area is a public space and anyone could walk in at any time.
- Be aware of optics (texting on your phone looks different to client than typing on a computer).
- Assume clients are always doing the best that they can (i.e. don’t get irritated when a client cancels, they might have something big going on).
- Respect that the client’s primary relationship is with their therapist (the quality of this relationship is also the biggest predicting factor for success in therapy).
- Sound carries from the waiting area, so be mindful as we conduct ourselves in the space.
- Don’t make assumptions about people’s gender identity, the gender of their partner, or other experiences.
- Don’t make comments on people’s names and, if you are unsure, please ask clients how to say their name.
- If compliments are your style, compliment things that people have choice about (i.e. glasses, nail polish, etc.).
- Always ask, “Is there anything else we can do for you today?”
- Always follow-up when you say you will.
- Go above and beyond when able to demonstrate our client care.
- Always leave people looking forward to coming back for the their next session.
Jordan is a Partner at Shift, leading their educational programs. He helps leaders share more of their stories.
