Growing Your Peacemaking Practice: First Point of Contact
As a general rule, whenever a client first calls for service, they are likely distraught and there has been a precipitating event or crisis that compels the call. If you want the caller to become a client, then consider how you would answer the following:
- Who answers the call?
- Will the person answering be empathetic yet manage to set a boundary to manage the information the caller may seek to convey?
- Will the person answering know how to distinguish your service from others providing a similar service?
- Will the person answering know your range of services and be able to convey your services to the caller?
- Will the caller feel listened to and valued?
- Can who answers the call facilitate your intake process to proceed to service?
If you are seeking to build your practice, that first point of contact can mean everything in terms of gaining that caller as a client. If you can’t answer those questions, then address whatever issue you see.
Keep in mind, that while we shouldn’t judge a book by its cover, it is the cover that compels us to pick up the book.
Whoever answers your phone is the cover to your book of business. How is that person prepared?
I am happy to share my strategies for a successful practice through coaching or workshops. Coaching can be on an individual or group basis.
I would be pleased to see you become the success you seek. As you are successful in your practice, people are better served.
I am Gary Direnfeld and I am a social worker.
Gary Direnfeld, MSW, RSW
Gary Direnfeld is a social worker. Courts in Ontario, Canada, consider him an expert in social work, marital and family therapy, child development, parent-child relations and custody and access matters. Gary is the host of the TV reality show, Newlywed, Nearly Dead, parenting columnist for the Hamilton Spectator and author of Marriage Rescue: Overcoming the ten deadly sins in failing relationships. Gary maintains a private practice in Dundas Ontario, providing a range of services for people in distress. He speaks at conferences and workshops throughout North America.
If your relationship is faltering, then set it as your priority.
Read: Marriage Rescue: Overcoming ten deadly sins in failing relationships.