As a clinician, you have the stage. The client comes to you to hear your big reveal. How will you fix me – they want to know. What happens when you wave your magic wand – they think. The client comes with expectations. If you look at your arena from an objective perspective, how do you answer the following questions:
1. Have you pondered what the real client experience is?
When onboarding a new practitioner, I strongly encourage the practitioner to go through a new client booking. What happens when you visit our website as a client? Does your bio explain how you can help the client or does it only spit out your qualifications and that your room is comfortable and confidential? What does our team say to you as a new client? How experienced does the team feel? Did they answer your questions? Do you trust them with your client?
2. In your first session, have you laid the ground work so your client knows what to expect?
Do you have the same spiel you’ve been using for the last 20 years in practice? Has your spiel been handed down from your supervisors?
What do you ponder after the first client session? Were you really paying attention to body language? Do you recall the fake laugh when you made a joke? Do you remember the hesitation when you mentioned making another booking? If you were the client and walked away from your first session, what questions would you still have? When was the last time you reviewed your first session waffle? Is one hour enough time for the first meeting? Some clinicians journal a reflections piece. Do you?
3. What is the clients’ perspective?
Are you getting quality client feedback? I like to use an example that all ladies have experienced. You sit down to get a haircut; your first at this new location. The chatty chirpy beautician asks you a few questions- starts cutting away and at the end hands you the mirror. She is so excited to present to you her work of art. Your heart beats in anticipation of the final product. You look at it and your heart falls. It is quite possibly the worst haircut you have received. (We’ve all been there) You look up to tell her that, but her smile is so wide, you simply don’t have the heart. She asks if you like, expecting you to say yes. You mumble a “looks great.” You pay and get out of there fast. First thing you do as you reach your car, you pull out your mobile phone and call another stylist to fix the mess you’re left dealing with. Imagine now, your clients as the one receiving the haircut. You’re the chirpy chatty beautician who is so happy with the session. If you aren’t providing a space for your unhappy clients to report back their honest feedback, of course everyone is going to say they love you. Use a client questionnaire form, get honest feedback, use it wisely.
