Many of the therapists I talk to are struggling to get cash-pay clients in their practice. Yet, I keep hearing horror stories from clients regarding unprofessional behavior of some therapists. Many clients won’t return to a therapist who acts unprofessionally. In this post, I will discuss some of the most common unprofessional therapist behaviors, and how you can avoid falling into that trap!
Common Client Complaints
- Couples therapists who take sides. See Maintaining Neutrality In Couples Therapy.
- The therapist answered their phone during session. This should be an obvious no-no. Answering your phone, or being otherwise distracted, during a client’s session is simply unacceptable. Take care of your business before or after the session, turn your phone off and keep it out of sight while you are talking to clients. It will also help you perform better, according to one study.
- The therapist was consistently late for appointments. I know we all run late from time to time, but doing this consistently sends the message that you do not value clients’ time as much as your own. For people who already feel rejected, disenfranchised, abandoned, etc., this can have negative effects. Keep firmer boundaries by ending sessions on time and plan better. For example, I do not see more than 3 people in a row without at least a half-hour break. This helps greatly in keeping me on track.
- The therapist took too long to return my call. Calls from clients should be returned within one business day; sooner if possible. Remember that people are calling you because they are upset and need help with a painful issue. For someone in emotional distress, a day can seem like a lifetime. And don’t answer your phone if you are in a loud restaurant.
- The therapist uses outdated voicemail greetings. Keep your voicemail greetings up-to-date! Otherwise clients may perceive you as disorganized and unable to attend to detail. So, when you return from vacation be sure to switch your greeting back to your original.
- The therapist uses unprofessional voicemail greetings. I’ve heard many things from hesitation in the voice, sounding overly casual, kids crying in the background…you get the picture. Sounding tentative or disorganized can cause you to lose credibility. So, write down your script, practice it a few times, and then record your message in a quiet room. Be sure to listen to it to make sure you are satisfied with it before you save it.
- The therapist has a messy and/or loud waiting rooms. Nobody wants to hear loud cell phone calls or screaming children in the waiting room. Particularly people who are already stressed out and in emotional turmoil. The waiting area should be peaceful, inviting and relaxing. And clean. Oh, and ditch the old magazines.
- The therapist has a messy office. If you walked into your counselor’s office for the first time and saw mismatched furniture or piles of paper everywhere what would you think? Clients can internalize messages about us based on our appearance. Remember, we put our energy into things we think are important. If you don’t care enough about your surroundings to make them appealing, perhaps you aren’t making your career, and therefore your client’s concerns, a priority.
- The therapist has an unprofessional personal appearance. Just like your office, clients may judge you on your personal appearance. Make sure your clothes are professional looking, fit well, are pressed and in good condition. If you are female, don’t overdo the jewelry, perfume or makeup.
Yours in the Joy of Knowledge,
Dr. Barbara LoFrisco
