Welcome therapists and group practice owners! I’m Nicole McCance, a psychologist turned business coach for therapists. Back when I was running my solo practice, I was so focused on attracting new clients that I completely overlooked something crucial. Following up with the ones I already had! After scaling my group practice to 55 therapists and multiple seven figures in three years, I can tell you with confidence that following up is a game-changer!
P.S. Not a huge fan of reading blogs? (I’m more of a podcast girl myself) You can listen to my podcast episode all about this topic by clicking here!
Why Following Up is Essential for Practice Growth
At the end of the day, if you’re not following up with your current therapy clients, you’re missing out on potential income. And of course, that’s the last thing we want!
Therapy is a truly unique service.
People come to us for transformation, whether it’s reducing anxiety, improving relationships or navigating life changes. But the thing to remember is that change can be very scary.
Even when someone books a free consult, shows interest or begins therapy, fear and avoidance can often hold them back from taking the next step. This is why following up is so incredibly important! They help clients push past that fear and commit to change they’ve already expressed that they want.
I know that following up can feel uncomfortable sometimes, which is why we need to change our mindset.
Follow-ups aren’t solicitation. They’re about showing clients that you’re invested in their growth and helping them move forward when they might otherwise get stuck.
So it’s important to remember, follow-ups help both you AND your clients!
Double Your Income With These 3 Follow-Ups
We’ve covered why follow-ups are important, but if you truly want to double your income, you need a clear system to be effective (you know how much I love clear systems!). Here are my 3 essential follow-ups needed to increase your income.
1. After a Consult Call
If a potential client doesn’t book a paid therapy session after your consult call with them, your admin should follow up within 24 hours. A quick email reminds them of the benefits and addresses any barriers they may have mentioned (for example, checking their insurance). If there’s no response, a phone call 48 hours later can make a huge difference!
Hot Tip: I have a consult call script that I’d love to share with you, just send me a DM on Instagram (nicole.mccancemethod) with the word “Consult Call Script” and I will send it to you!
2. After a No-Show or Cancellation
Life happens (if you know you know) and sometimes clients forget to rebook after cancelling or no-showing. In these cases, have your admin reach out within 24 hours to check in and help them reschedule. This shows that you care and will keep the momentum going with your client.
3. After a Session Without a Rebook
If a client attends their session but doesn’t rebook the next one, follow up within 7 days. Transformation happens over time and consistency is so important on this journey! A gentle nudge can help your client stay on track and not lose any progress they’ve made. It also ensures they’re not stuck trying to find space in your busy schedule when they remember to book later.
Utilizing Your Admin To Follow Up With Therapy Clients
You (if you’re still seeing clients) and your team of therapists are there to provide excellent care, not chase down clients. When you delegate follow-ups to your admin team, you’re ensuring this task gets done consistently while allowing your therapists to focus on what they do best – helping clients! If you weren’t already convinced, here are more reasons why this is a task for your admin:
- Admins can track follow-ups and client responses with precision and consistency.
- Therapists often feel uncomfortable with follow-ups and thus, results in inconsistency.
- An effective admin ensures follow-ups are systemized and effective.
Hot Tip: If you’re looking for guidance on tasks that should be delegated to your admin, I have the perfect podcast episode for you – click here to listen!)
The ROI of Following Up with Therapy Clients
Follow-ups are a revenue-generating task. Think about all the effort and money you put into attracting new clients (ads, website, etc.). Now imagine doubling your revenue simply by nurturing the warm leads you attracted.
When your admin reaches out to clients who didn’t book, reschedule or book their next appointment, you’re reducing the lag time between sessions and keeping your practice full!
Think of it this way: If your admin brings back just ONE no-show client a week, that’s hundreds or even thousands of dollars in additional monthly revenue.
Over time, these follow-ups create a steady stream of recurring clients, improving retention and ensuring better outcomes for your clients!
How to Implement a Follow-Up System for Your Therapy Practice
As you know, I LOVE a clear and effective system. Here’s an easy way to implement a follow-up system for your therapy practice that will save you time and generate more income.
1. Use Practice Management Software
Tools like Jane App (click here to try it FREE for a month!) make it super easy to track no-shows, cancellations and unscheduled appointments. Your admin can pull reports to identify who needs follow-ups and document all their outreach efforts and responses.
2. Create Templates Responses
Just because I’m saying something needs to be done doesn’t mean it has to be hard! Provide your admin team with email and phone call scripts that reflect the tone of your therapy practice.
3. Track and Refine the Process
Meet with your admin team regularly to review follow-up trends. Depending on the numbers, adjust timelines or methods as needed so you can improve response rates.
Hot Tip: I have a blog that covers the most important metrics you need to be tracking to grow your therapy practice. Click here to read!
4. Automate When Necessary
If you don’t have an admin yet, that’s ok! You can use tools like Janeapp’s “Return Visit Reminders” feature to send automated emails reminding clients to rebook.
Click here to get 1 month with Jane free.
Creating a Therapy Practice That’s Competitive
Here’s a little secret – most therapy practice owners aren’t doing this. Which means following up gives you a clear advantage over your competitors. Beyond boosting your income, it enhances your reputation as a practice that truly cares about your client’s well-being and progress!
In my opinion, follow-ups are essential for retention, revenue and effective client care. By putting a process in place, delegating it to your admin team and tracking the results, you can double your income (or more!) and grow your therapy practice, all while ensuring your clients receive the support they need and deserve.
Want more tips on growing your practice? Follow me on Instagram and listen to my podcast for all the best support for growing your therapy practice and attracting more clients!
Your Business Bestie,
Nicole
