June 11, 2025 • 26 mins
Craig guides practice owners through a proven framework for making consultation processes smooth while closing more clients ethically and confidently. The PREPPS method provides a structured approach that puts clients' needs first while helping practitioners overcome their fear of seeming pushy.
• Most practice owners struggle with sales, often letting potential clients slip through the cracks because they fear appearing pushy
• Reframing your mindset is essential—people seeking your help are "drowning" and need your expertise
• Purpose: Prepare mentally before calls, putting prospects' needs first and getting comfortable with your rates
• Rapport: Build trust and find common ground to ease tension before diving into business
• Evaluate: Learn about their history and journey to better understand their situation
• Problem: Identify their specific pain points and how these issues affect them emotionally
• Project: Help them visualize what life would look like after solving their problems
• Solution: Confidently offer your services with clear next steps and direct invitations to schedule
• Getting a clear yes or no is better than leaving prospects in limbo—establish specific follow-up timeframes
• This consultation framework increased conversion rates from 20-30% to 43%
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:00):
Have you ever said to yourself I'm just not good at
sales?
If so, you're not alone.
Most business and practiceowners feel this way.
They don't want to become slimy, they don't want to be one of
those people who are too pushy,and so what ends up happening is
we just kind of step back andwe lose a lot of business in the
process.
And not only that, we arelosing and letting a lot of
(00:22):
people slip through the cracks,not getting the help that they
need.
So today I'm going to guide youthrough a process that we use
and that we teach our clients tohelp you make your consultation
process smooth and close moreclients.
My name is Craig and I'm theowner of Daisy Financial
Coaching.
Our team is on a mission tomake your therapy practice
permanently profitable.
(00:43):
If you own a solo or grouppractice, we're here to help you
build a business that createsmore time, makes more money and
serves more people.
This is the Therapy BusinessPodcast.
When I first started my business, I genuinely was concerned
because I was like I just don'twant to be pushy, I don't wanna
(01:05):
be a salesy kind of person, andso I would get on these calls
with people who were strugglingwith money, and it was this
constant battle of I can helpyou.
It's going to cost you moneyand you're struggling with money
.
And so I took that battle onmyself, and what ended up
happening was they could tellthat I was insecure about what I
was offering them, and so Iwasn't getting the signups, the
(01:27):
conversions that I was reallyneeding in order to grow and
sustain my business.
And not only that.
These people were coming to mefor help and walking away
without help because I wasn'tconfident enough in what I was
doing and confident enough toencourage them and ask them to
sign up and work with me.
What I found was people werecoming to me hurting for money
enough to encourage them and askthem to sign up and work with
me.
What I found was people werecoming to me hurting for money,
(01:48):
and again I was concerned thatI'm going to be asking them to
pay me money to help them withmoney.
But what I need to do was flipmy mindset on this and realize
that they're coming to me with aproblem.
And am I going to let thereason that they're on this call
prevent them from getting help,meaning they're coming to me
struggling with money?
Am I going to let their moneystruggles prevent them from
(02:10):
getting help with improvingtheir finances.
It's this kind of paradigm thatwe find ourselves in, and so
that little shift really pushedme into.
You know what, if I was adoctor and somebody was dying,
or if I'm, if I'm out and, let'ssay, somebody has an allergic
reaction, they get bit by ants,and I have an EpiPen and they're
(02:31):
, and they're about to die, andit's like, ooh, I don't want to
be too pushy and offer my EpiPen.
I don't want to, you know, stepacross any boundaries.
No, I'm going to run over thereand inject that thing in them
and save their life, right?
So it's this idea that thesepeople are coming to me, they're
coming to you for help, they'redrowning in a sense, and are we
going to throw them that lifepreserver?
(02:52):
Are we going to help them, orare we going to be too shy and
too concerned that we're goingto be too pushy and not offer
them the help that they need?
So what I want to do is guideyou through a sales process on a
consultation that we useinternally.
I've taught this to my team.
It's something we've used thathas worked really, really well.
It has drastically improved ourconversion rates this year.
(03:14):
Right now, we're sitting atabout a 43% conversion rate on
our consultations, which is upfrom previous years where we
were sitting maybe between 20and 30%, and it's because we are
taking time going through eachphase of this consultation.
Now I wanna give some creditwhere credit is due.
One of my colleagues, barbStackhouse, talked me through
her process and I adopted a lotof what she taught, what she
(03:36):
coached me through andcustomized it to the industries
we work with and how can Icustomize this to our clientele,
and I believe it's going toconvert really well into the
therapy world.
In fact, I know it is becausewe've taught it to our clients
as well.
So I encourage you to takenotes.
This is going to be super,super impactful.
Take some notes on the process,the slides.
(03:58):
If you're watching on YouTube,I'm going to go through the
slides.
I'll share my screen.
If you are listening to this onApple or on Spotify, you're
just listening to the podcast Inthe show notes, I will link to
the slide deck and even onYouTube, you can download the
slide deck to this so you cansee the process and you can take
these notes and put them intopractice.
(04:18):
All right, because I'm a formerteacher, I'm all about acronyms.
So we're going to be using theacronym PREPS today.
That I'm all about acronyms.
So we're going to be using theacronym PREPS today.
That's P-R-E-P-P-S.
How can we engage?
How can we prepare Best preparefor a consultation?
Now we're going to be bridginggaps, so each of these is a core
section in the process.
(04:39):
And so, again, barb Stackhouse,who taught me her process, was
using the analogy of islands,and so we're going to view each
one and we're island hopping.
We're starting in one piece,really vital to the consultation
process, and then, before wemove on, we want to make sure
that we have fully done what weintended to do in this one
island and then we're going tobridge into the next one.
So the first P is going to befor purpose.
(05:00):
What is the purpose of thiscall?
This happens before we even geton the call, before the
consultation.
So you, you look at yourcalendar, you've got a
consultation call with somebodyand again, or you're teaching
this to your, your team,whoever's doing the consultation
what is the purpose of this?
We want to reflect and put theprospects needs ahead of our own
.
(05:20):
What I found a lot of times withmyself was that I was so
desperate for the sale thatmaybe I was coming in really
thinking about myself or mybusiness.
I need to get this client, Ineed to close them.
But what I want to do is I wantto stop and reflect on my
prospect's need, the persongetting on the call.
(05:41):
What do they need from me?
How can I best serve them?
They're getting on this calllooking for help and I want to
do that.
So before I get on the call,I'm going to mentally prepare,
whether, if you're spiritual,you can pray during this time,
you can meditate, even if it'sjust for five minutes.
Just get yourself to a baseline, a calm baseline, especially if
(06:05):
you find sales calls are apoint of anxiety for you, or if
you're feeling the pressure toclose those clients Get into a
ritual or a habit.
What do you do before everysingle call?
You know I always like to stand, so I have my standing desk.
When I'm on a sales call I putthat standing desk up.
Sometimes I might just do alittle bit of exercise in my
office before getting on, justto loosen up, get my heart rate
up, kind of get prepped.
(06:26):
I also like to review my client.
So this one is specific to us.
Your clients are notnecessarily going to have a
website, but review their, atleast their notes and their
information.
So, reviewing those details ofwhat is what do you know about
the client?
So for me, I will.
If it's a practice owner comingto us, I'm going to go to their
website.
I'm going to get familiar withwhat they do, who they are, what
(06:48):
services they offer differentthings.
This is going to help us comeinto the call and it's going to
help us with some of these othersteps, these other key elements
of the consultation.
So, for you, any intake form,any questions that they filled
out, review those, getcomfortable with.
What are their pain points?
What are they struggling with?
What are they hoping toaccomplish?
What are they hoping to change?
(07:09):
What are they looking for?
Really, hone in on these,because this is what you're
speaking to, this is what you'reand again, putting their needs
before.
Oh, this is what you're goingto try and reassure them on,
you're going to try and provideinsight on, you're going to try
and take some of that weight offtheir shoulders.
If nothing else, the goal withthis call is to get off the call
with them feeling better,whether that's them having a
(07:34):
counseling schedule or a therapysession scheduled with you, or
if that's them just coming offbeing like you know what.
Just the fact that I even tookthis step to talk to someone
makes me feel better.
And then, if you're not yet, getcomfortable with the quote.
So if you're private pay, maybeyou're.
You're just.
People can sense when your bodytightens up, when you come out
(07:54):
and say that what it's going tocost, right.
So we want to just getcomfortable with it, get really
comfortable, say it to yourselfover and over, reassure yourself
of your value, of why it'sworth the money, how it's going
to change their lives, canalmost like sell yourself on it
before you go sell it to them.
And here's the deal If you'renot comfortable, if you can't
(08:15):
sell at the rate you're wantingto sell, maybe for a short
season, roll it back a littlebit, sell confidently at that
rate and then slowly raise yourrates as the time comes.
But we want to get comfortablewith whatever you're going to
quote.
That's the first section.
It's just before the call.
Once we get on that consultationcall, we're gonna get into the
next piece, which is buildingrapport.
This is an essential, essentialpiece of the consultation
(08:39):
process and it's so easy for usto wanna skip this part.
It's so easy for us to justwanna jump in straight to
business.
But you're in a relationalbusiness.
They're looking for arelationship piece with you as
the therapist, with your teammembers.
So we wanna really hone in onthis.
We want to build trust and findsome common ground.
We want to be agreeable,likable, trustworthy.
(09:01):
So engaging this is where, maybereviewing their notes, even as
simple as where are they from?
Are they from your town?
Are they from somewhere elsewhere they might be coming in
virtually, where are they from?
Get to know them there, get totalk about hey, I see that
you're in this next town over,or you're in this neighborhood.
I used to grow up there.
That's where my aunt lived overthere.
(09:23):
Whatever it is, find thoseareas where you can bridge that
gap.
If it's a video call, if yousee things on their backgrounds
really highlighting hey, I seethat you got a Dallas Cowboys
poster in the background.
Whatever it is, finding thoseshared interests to just bridge
the gap.
Really, the goal of this pieceis to ease their tensions.
This is the time to help bringthem at ease, because they are
(09:46):
likely anxious getting on thissales call I know our client
prospects are.
When they get on calls with us,they're coming to speak about
something very vulnerable whichis their money are.
When they get on calls with us,they're coming to speak about
something very vulnerable whichis their money.
So the goal of rapport is tohelp drop their shoulders and
help them realize okay, I'm ingood hands, at least on this 20
minute, 30 minute phone call,I'm in good hands.
So that's what we want to do.
(10:07):
Don't let them skip this part.
If they're trying to jumpstraight into the nitty gritties
, I think it's important tomaintain control.
The person asking the questionscontrols the conversation.
So that's what we want you todo Control that conversation,
ask the questions and if they'retrying to jump ahead and be
like, oh, first of all I justwant to ask you and ask about
themselves, ask about theirfamily, their kids, ask about
those things, and get to knowthem a little bit so you can
(10:30):
bridge that gap between the two.
Then, speaking of bridges, thisis some key phrases you can use
to pivot from each of thesecore islands right when the
bridge from one island to theother.
So the first bridge fromrapport we're going to go into
the next piece.
So this is something we like tosay, maybe not always verbatim,
I don't want it to sound tooscripted, but here's what I
(10:52):
would say to a client who iscoming to me for help with their
profitability and theirfinances.
So after we've built that report, let's dive right in and learn
about what's working, what's notworking and where you're trying
to get.
So tell me your business storyand how you got where you are
now.
So we're getting to know alittle bit about their history,
and that's our next key, whichis evaluate.
(11:14):
We're learning about theprospect.
We're learning about them.
We want to know what broughtthem here today.
Now, again, your industry is alittle bit different.
I want to know how, what doesmoney management look like for
them to this point?
What got them to be businessowners to begin with, or to
start their own therapy practice?
That's what I want to find outfor you.
It could simply be getting toknow their history.
(11:37):
If they're coming to you formarriage counseling, getting to
know their marriage history.
What brought them here?
How long have they beentogether?
What did the early years looklike?
Getting to know those pieces.
What we're trying to pull out,and the goal of Evaluate is to
listen and take notes and get toknow more about them.
So, getting to know moredetails about their story, what
(11:58):
their pain points are and whatthey're trying to achieve,
that's what we want to know sothat you can address that Now.
For us, this is a chance for usto figure out okay, what's,
what are the?
What size business are they?
What?
How many moving pieces arethere?
This part doesn't necessarilypertain to you as far as the
size of the business.
For us, the bigger the sale,the longer it can take, because
(12:19):
the bigger the business we'retalking to, the more moving
pieces there are and the morethings we need to evaluate and
ask more questions about.
All, right from there, oncewe've evaluated, we've gotten to
know their backstory, whatbrought them to this point in
time.
We have our bridge.
This is a chance, to say andagain, not necessarily scripted,
but this is what I like to sayto help take us from the
(12:39):
evaluate phase to the next phase, which is thanks for sharing
that with me.
It helps me to know about thehistory of your business, or it
helps me to know about yourhistory.
So let's focus on the big thing.
What's the most important thingthat you feel is the biggest
issue right now.
What are they here for?
And this is our next piece.
(12:59):
So we've gone through the P-R-E.
This is problem Finding outtheir biggest pain point that we
can help solve.
So they've probably wordvomited on you All the things
that, again, if they're here formarriage counseling, maybe they
have just dumped on you all thelittle things, all the
annoyances, all the things thatthey argue about, all the fill
in the blank.
We want to know what's the bigthing, what's the one thing that
(13:21):
you could use help with.
If they're coming to you forjust individual counseling,
maybe they've talked about theirparents are dealing with this
and how they have anxiety andhow they have depression and how
they fill again, fill in theblank.
What's the biggest pain pointthat they're dealing with?
We want to fully understandtheir need.
Why are they here?
If they went to your website,there's probably a list of
(13:43):
different services andspecialties that you do.
This is going to allow you todo a couple things.
One, address that you can helpthem.
Or, two, figure out which teammember can handle it.
Or, if your team doesn'tspecialize in what they're
looking for, maybe a referralopportunity to send them out and
serve them in a way by saying,hey, we can't help you with that
(14:04):
.
However, I think this therapistover here might be the best fit
for you.
But we want to fully understandtheir needs to say, okay, I can
absolutely help you with that.
That's the reassurance piece.
We're getting to know theproblems so we can reassure them
that we have dealt with itbefore it's we eat this stuff
for breakfast and we canabsolutely help them.
So we want them to understandthe problem.
(14:24):
We want to make some emotionalconnections.
How is it showing up in theirlife?
What's basically?
What's the worst piece of it?
How is it kind of affectingthem in general?
If they don't connectemotionally, then the problem
isn't big enough.
Again, that's for them.
If it's therapy, there's likelyit's probably all emotional
connection, right.
So now we come to the bridge.
(14:45):
We're going to bridge into thenext piece.
This is where we say, now thatwe figured out what's not
working, let's find out what youwant.
So let's say that you and Iwork together through therapy
and we solve this problem.
What would life be like for you?
This again maybe a piece thatyou're going to have to tweak
and hone in.
Being therapy specific, this isfor us.
(15:06):
We want to know really,ultimately, what are they hoping
to achieve?
What do they want life to looklike for them?
This is the other P, which isproject.
Help the prospect, see the valueof solving their problem.
So, again, help them see thevalue of therapy.
What is the value of gettinghelp with what they're dealing
with?
So find your way of phrasingthese things, because, as I,
(15:31):
once again, I'm sharing myprocess with you.
I just I like to be an openbook with how we approach sales
and what's worked for us, foryou.
It's just a matter of going inand refining.
What can I say here that fallsin the bounds of what we do,
that falls in the bounds ofbeing ethical, without
pressuring, without those things.
But this, to me, is not apressuring tactic.
(15:52):
This is literally we're tryingto help them see things
differently.
We're helping them reflect onwhere they are and we're trying
to help them see and understandand realize that there's
opportunity for something to bedifferent, to solve this problem
and to live a life that looksdifferent, that's fulfilling.
That is everything they want itto be.
(16:12):
So help them visualize.
What does that look like?
What would life be like if youwere to overcome.
You know, if you were to beable to figure out the tools to
deal with and live with, or evenreduce anxiety, what would that
be like?
So, finding those key phrasesof what can, what would it look
like to have the solution, wewant them to have clarity,
(16:34):
confidence and certainty thatyou can help them.
That's really the the goal ofthe project phase.
It's here's where I am, here'swhere I want to be, and then
have the confidence that you canprovide that pathway, you can
provide that solution.
All of these pieces that we'vejust gone through, those are the
bulk of the consultation call.
(16:55):
I'd say, if you're on a30-minute call, 20 minutes of it
is going to be doing all ofthis, going through the getting
to know them, getting tovisualize, getting to project,
getting to see what's ahead.
Then we want to bridge intowhat does it look like to work
with you?
Now, typically I like to open itup for questions, so before I
(17:18):
even bridge, I like to say youknow I've asked you a ton of
questions.
Are there any questions thatyou came with for me that I can
answer for you?
Typically, they're going tojump right into what does it
look like to work with you.
What does it cost?
How frequently, et cetera.
Sometimes they might have aquestion like specifics that you
(17:38):
can help with.
Sometimes it's a specificquestion that you're like you
know what?
I can't answer that for youuntil I get to know you better,
until we know the full situation.
It wouldn't be beneficial toyou.
So if somebody came to me andwas like and I was like, hey, do
you have any questions?
They go, yeah, should I cashout my 401k to pay off all my
debt?
It's like whoa, I don't knowenough about you, your goals,
(18:05):
your situation, any of that tosay whether that's a wise
decision or not.
And honestly, even if we werethrough coaching, I probably
wouldn't answer that anyway,because I'm not here to tell you
what to do with your money.
However, my answer wouldprobably be through our process,
I can help you figure out whatthe best decision is to
accomplish that goal of payingoff your debt and we're going to
look at all the differentoptions so that you can make a
decision confidently.
So it's providing that answer.
(18:26):
But if it's a quick question,like you know, I can't think of
one off the top of my head butif it's something that's just
very easy to answer, then we'regoing to answer that Most of the
time they don't know.
They don't know what questionsthey want to ask.
So usually the question is whatdoes it look like to work with
you?
What does therapy look likewith you?
So for us, on the coaching side, once we've gone there here's
(18:47):
where I bridge it's I'm 100%confident that I can help you.
And here's why this goes backto the beginning of this episode
, where I talked about thatconfidence piece that they can
sense it.
If we're not sure, if we're notsure that we have the solution,
they're not going to be surethat we have the solution.
So I like to come out and sayI'm 100% confident that I can
help you.
And here's why, for us, it'sthat we have a program that
(19:10):
addresses exactly what they'retalking about.
So for you, this is the stuffyou're describing is what I'm
licensed in, this is what Ispecialize in.
Or this is what this clinicianspecializes in.
It's reassuring them that wesee this all the time and we eat
it for breakfast.
This is what we do.
Okay, this is where we sell.
(19:31):
We're gonna confidently offerthe solution to the prospect.
So we're gonna give them anoverview of what therapy looks
like.
We're not gonna get into theminute details of it, it's just.
You know, I would recommendmeeting once a week.
It can be an office or virtual.
These are last 50 minutes, 50minute sessions.
So just kind of giving themthat idea.
Go over what a therapy sessionmight look like, you know, give
(19:55):
them peace of mind, allow themto picture what that session
could look like.
So, really describe and again,we're not going to go into the
weeds, I don't want you to spendin 20 minutes talking about
this, it's just hey, here's whatit's like, here's how I operate
, here's the feeling you'll have, the safe space we create.
It's all confidential.
So whatever you need to say toreassure, this is an opportunity
(20:17):
to do that.
And then from there you sharewhat the fee structure is, what
it looks like, the meetingrhythm that you would recommend,
all those things is where we'regonna go in here and we're
going to ask them to sign up fortheir first session.
What I find is a lot of times weand this was even in our
internal trainings with our teamwe had one of our team members
who was super brave in that sherecorded one of her sales calls,
(20:42):
with client permission, ofcourse, and she asked me to
listen to it and she's like youknow, I'm noticing I'm not
closing as many as I would like.
So we listened to it and,truthfully, she was crushing it.
She was serving them well onthe call, she was doing
everything right, but what thoseone thing that was missing was
she wasn't inviting them intothe coaching program.
It wasn't super clear.
(21:03):
I think she thought she was,because she mentioned the price
and she mentioned what it lookslike to get started.
But even something as simple asdo you want to schedule your
first appointment?
Let me pull up my calendar.
I'm ready.
Let's plug you in for yourfirst appointment if everything
sounds good.
So, being real direct, what wesay sometimes in sales is we're
(21:25):
seeking out the no, we're askingquestions that they could say
no to, yes or no.
Sometimes we're so afraid ofthe no that we phrase things in
a way that they can't say no toit, but the problem is they
can't say yes to it either.
So when we seek out the no,that causes us just mentally to
ask direct questions.
(21:45):
That's going to give them theopportunity to say no or to say
yes.
So are you ready to scheduleyour first meeting I have
opening next week.
Would you like to schedule ameeting?
Would you like to schedule yourfirst therapy session?
Let them know what that lookslike.
Give them the opportunity to doit.
If they say I need to thinkabout it or I'm meeting with a
couple other therapists, thenwhat you can do is what I like
(22:10):
to do is get some kind ofcommitment out of them.
So and I've even called it outsometimes I tell them you know,
the worst place and again I'mspeaking on profitability and
finances but the worst place wecan be is stuck in between.
So I don't want that's what Idon't want for you is to get
stuck in that limbo.
If it's a no, that's okay, ifit's a yes, that's amazing.
But what we don't want is foryou to get stuck where you're.
(22:32):
You're not making moves in anydirection.
So my commitment to you is thatI'm going to follow up with you
.
I'm not going to let you slipthrough the cracks.
The one commitment I ask fromyou is that on this day, by this
date, you give me an answer yesor no.
I'm in or I'm not.
That's how we proceed.
We like to give them directionin a deadline.
(22:53):
Otherwise, what we have foundis people are stuck six months a
year, two years down the roadand they've done nothing.
They've done nothing becausethey sat on their hands, they,
they, they were afraid to make adecision one way or the other.
Their hands, they were afraidto make a decision one way or
the other.
We are driving them to a no Forus.
We like to schedule a follow-upcall.
So if they need to think on it,it's like great, how about we
(23:16):
schedule a 15-minute call for Xdate and we schedule that?
And it's literally on that call, come with.
If you have any other lingeringquestions, bring them.
If you're ready to go, we'llsign you up on the call.
If not, then come to that callready.
Basically, come to that callwith a yes or no answer that
you're ready to sign up oryou're not.
I also give them theopportunity to say if you're
(23:36):
ready sooner, just shoot me anemail, we'll get you scheduled.
Don't feel like you have to waituntil that call to actually get
some action taken, but gettingsome kind of commitment out of
them, letting them know you'renot going to hurt my feelings If
you decide to go with anothertherapist, if you decide we're
not a good fit.
It's not going to hurt myfeelings.
I want the best care for you.
However, because I'm socommitted to you like that's my
commitment to you is I'm goingto follow up.
(23:57):
We want to follow up we're wejust want to know an answer.
Basically, I don't want to beemailing and calling you.
I don't want to be thatdesperate therapist who's just
calling and texting you all thetime and you're just ghosting me
.
So that's really what we'reultimately wanting is some kind
of commitment from them, and Ithink that's reasonable.
And what we found is people arevery much willing and, honestly
(24:17):
, us giving them permission tosay no, because I'll tell them
that, like I won't take itpersonally if you decide it's
not the right fit, that givesthem, gets them to say no to me.
I would much rather them say nothan be a maybe again for their
sake, but even internally formy sake, because then I'm going
to be following up with themforever when in reality, they're
at home thinking I'm notsigning up with this guy, I'm
(24:39):
not interested.
So an answer is better than noanswer.
That is our sales process.
Again, I will link the slidesin the show notes for you so
that you can download them, takea look at them.
Remember to tweak them to thetherapy industry.
The reason I'm just sharing youmine because I know there's a
bunch of different therapypractices out there.
We got physical therapists wholisten to this podcast.
(25:01):
We got mental health therapists.
We have marriage counselors.
We got a bunch of differenttypes.
And so what?
Instead of trying to customizeit to each specific industry,
I'm just sharing mine and thenyou can just go in and tweak
areas, take out what you feellike doesn't isn't relevant to
yours, add in what you think isand try it out, and then let me
know how it goes.
I would love to hear how thisconsultation sales process
(25:23):
worked out for you.
Thanks for joining us on thetherapy business Business
Podcast.
Be sure to subscribe, leave areview and share it with a
practice owner that you may know.
If your practice needs helpgetting organized with its
finances or just growing yourpractice, head to
therapybusinesspodcom to learnhow we can help.
Have you ever said to yourself I'm just not good at
sales?
If so, you're not alone.
Most business and practiceowners feel this way.
They don't want to become slimy, they don't want to be one of
those people who are too pushy,and so what ends up happening is
we just kind of step back andwe lose a lot of business in the
process.
And not only that, we arelosing and letting a lot of
(00:22):
people slip through the cracks,not getting the help that they
need.
So today I'm going to guide youthrough a process that we use
and that we teach our clients tohelp you make your consultation
process smooth and close moreclients.
My name is Craig and I'm theowner of Daisy Financial
Coaching.
Our team is on a mission tomake your therapy practice
permanently profitable.
(00:43):
If you own a solo or grouppractice, we're here to help you
build a business that createsmore time, makes more money and
serves more people.
This is the Therapy BusinessPodcast.
When I first started my business, I genuinely was concerned
because I was like I just don'twant to be pushy, I don't wanna
(01:05):
be a salesy kind of person, andso I would get on these calls
with people who were strugglingwith money, and it was this
constant battle of I can helpyou.
It's going to cost you moneyand you're struggling with money
.
And so I took that battle onmyself, and what ended up
happening was they could tellthat I was insecure about what I
was offering them, and so Iwasn't getting the signups, the
(01:27):
conversions that I was reallyneeding in order to grow and
sustain my business.
And not only that.
These people were coming to mefor help and walking away
without help because I wasn'tconfident enough in what I was
doing and confident enough toencourage them and ask them to
sign up and work with me.
What I found was people werecoming to me hurting for money
enough to encourage them and askthem to sign up and work with
me.
What I found was people werecoming to me hurting for money,
(01:48):
and again I was concerned thatI'm going to be asking them to
pay me money to help them withmoney.
But what I need to do was flipmy mindset on this and realize
that they're coming to me with aproblem.
And am I going to let thereason that they're on this call
prevent them from getting help,meaning they're coming to me
struggling with money?
Am I going to let their moneystruggles prevent them from
(02:10):
getting help with improvingtheir finances.
It's this kind of paradigm thatwe find ourselves in, and so
that little shift really pushedme into.
You know what, if I was adoctor and somebody was dying,
or if I'm, if I'm out and, let'ssay, somebody has an allergic
reaction, they get bit by ants,and I have an EpiPen and they're
(02:31):
, and they're about to die, andit's like, ooh, I don't want to
be too pushy and offer my EpiPen.
I don't want to, you know, stepacross any boundaries.
No, I'm going to run over thereand inject that thing in them
and save their life, right?
So it's this idea that thesepeople are coming to me, they're
coming to you for help, they'redrowning in a sense, and are we
going to throw them that lifepreserver?
(02:52):
Are we going to help them, orare we going to be too shy and
too concerned that we're goingto be too pushy and not offer
them the help that they need?
So what I want to do is guideyou through a sales process on a
consultation that we useinternally.
I've taught this to my team.
It's something we've used thathas worked really, really well.
It has drastically improved ourconversion rates this year.
(03:14):
Right now, we're sitting atabout a 43% conversion rate on
our consultations, which is upfrom previous years where we
were sitting maybe between 20and 30%, and it's because we are
taking time going through eachphase of this consultation.
Now I wanna give some creditwhere credit is due.
One of my colleagues, barbStackhouse, talked me through
her process and I adopted a lotof what she taught, what she
(03:36):
coached me through andcustomized it to the industries
we work with and how can Icustomize this to our clientele,
and I believe it's going toconvert really well into the
therapy world.
In fact, I know it is becausewe've taught it to our clients
as well.
So I encourage you to takenotes.
This is going to be super,super impactful.
Take some notes on the process,the slides.
(03:58):
If you're watching on YouTube,I'm going to go through the
slides.
I'll share my screen.
If you are listening to this onApple or on Spotify, you're
just listening to the podcast Inthe show notes, I will link to
the slide deck and even onYouTube, you can download the
slide deck to this so you cansee the process and you can take
these notes and put them intopractice.
(04:18):
All right, because I'm a formerteacher, I'm all about acronyms.
So we're going to be using theacronym PREPS today.
That I'm all about acronyms.
So we're going to be using theacronym PREPS today.
That's P-R-E-P-P-S.
How can we engage?
How can we prepare Best preparefor a consultation?
Now we're going to be bridginggaps, so each of these is a core
section in the process.
(04:39):
And so, again, barb Stackhouse,who taught me her process, was
using the analogy of islands,and so we're going to view each
one and we're island hopping.
We're starting in one piece,really vital to the consultation
process, and then, before wemove on, we want to make sure
that we have fully done what weintended to do in this one
island and then we're going tobridge into the next one.
So the first P is going to befor purpose.
(05:00):
What is the purpose of thiscall?
This happens before we even geton the call, before the
consultation.
So you, you look at yourcalendar, you've got a
consultation call with somebodyand again, or you're teaching
this to your, your team,whoever's doing the consultation
what is the purpose of this?
We want to reflect and put theprospects needs ahead of our own
.
(05:20):
What I found a lot of times withmyself was that I was so
desperate for the sale thatmaybe I was coming in really
thinking about myself or mybusiness.
I need to get this client, Ineed to close them.
But what I want to do is I wantto stop and reflect on my
prospect's need, the persongetting on the call.
(05:41):
What do they need from me?
How can I best serve them?
They're getting on this calllooking for help and I want to
do that.
So before I get on the call,I'm going to mentally prepare,
whether, if you're spiritual,you can pray during this time,
you can meditate, even if it'sjust for five minutes.
Just get yourself to a baseline, a calm baseline, especially if
(06:05):
you find sales calls are apoint of anxiety for you, or if
you're feeling the pressure toclose those clients Get into a
ritual or a habit.
What do you do before everysingle call?
You know I always like to stand, so I have my standing desk.
When I'm on a sales call I putthat standing desk up.
Sometimes I might just do alittle bit of exercise in my
office before getting on, justto loosen up, get my heart rate
up, kind of get prepped.
(06:26):
I also like to review my client.
So this one is specific to us.
Your clients are notnecessarily going to have a
website, but review their, atleast their notes and their
information.
So, reviewing those details ofwhat is what do you know about
the client?
So for me, I will.
If it's a practice owner comingto us, I'm going to go to their
website.
I'm going to get familiar withwhat they do, who they are, what
(06:48):
services they offer differentthings.
This is going to help us comeinto the call and it's going to
help us with some of these othersteps, these other key elements
of the consultation.
So, for you, any intake form,any questions that they filled
out, review those, getcomfortable with.
What are their pain points?
What are they struggling with?
What are they hoping toaccomplish?
What are they hoping to change?
(07:09):
What are they looking for?
Really, hone in on these,because this is what you're
speaking to, this is what you'reand again, putting their needs
before.
Oh, this is what you're goingto try and reassure them on,
you're going to try and provideinsight on, you're going to try
and take some of that weight offtheir shoulders.
If nothing else, the goal withthis call is to get off the call
with them feeling better,whether that's them having a
(07:34):
counseling schedule or a therapysession scheduled with you, or
if that's them just coming offbeing like you know what.
Just the fact that I even tookthis step to talk to someone
makes me feel better.
And then, if you're not yet, getcomfortable with the quote.
So if you're private pay, maybeyou're.
You're just.
People can sense when your bodytightens up, when you come out
(07:54):
and say that what it's going tocost, right.
So we want to just getcomfortable with it, get really
comfortable, say it to yourselfover and over, reassure yourself
of your value, of why it'sworth the money, how it's going
to change their lives, canalmost like sell yourself on it
before you go sell it to them.
And here's the deal If you'renot comfortable, if you can't
(08:15):
sell at the rate you're wantingto sell, maybe for a short
season, roll it back a littlebit, sell confidently at that
rate and then slowly raise yourrates as the time comes.
But we want to get comfortablewith whatever you're going to
quote.
That's the first section.
It's just before the call.
Once we get on that consultationcall, we're gonna get into the
next piece, which is buildingrapport.
This is an essential, essentialpiece of the consultation
(08:39):
process and it's so easy for usto wanna skip this part.
It's so easy for us to justwanna jump in straight to
business.
But you're in a relationalbusiness.
They're looking for arelationship piece with you as
the therapist, with your teammembers.
So we wanna really hone in onthis.
We want to build trust and findsome common ground.
We want to be agreeable,likable, trustworthy.
(09:01):
So engaging this is where, maybereviewing their notes, even as
simple as where are they from?
Are they from your town?
Are they from somewhere elsewhere they might be coming in
virtually, where are they from?
Get to know them there, get totalk about hey, I see that
you're in this next town over,or you're in this neighborhood.
I used to grow up there.
That's where my aunt lived overthere.
(09:23):
Whatever it is, find thoseareas where you can bridge that
gap.
If it's a video call, if yousee things on their backgrounds
really highlighting hey, I seethat you got a Dallas Cowboys
poster in the background.
Whatever it is, finding thoseshared interests to just bridge
the gap.
Really, the goal of this pieceis to ease their tensions.
This is the time to help bringthem at ease, because they are
(09:46):
likely anxious getting on thissales call I know our client
prospects are.
When they get on calls with us,they're coming to speak about
something very vulnerable whichis their money are.
When they get on calls with us,they're coming to speak about
something very vulnerable whichis their money.
So the goal of rapport is tohelp drop their shoulders and
help them realize okay, I'm ingood hands, at least on this 20
minute, 30 minute phone call,I'm in good hands.
So that's what we want to do.
(10:07):
Don't let them skip this part.
If they're trying to jumpstraight into the nitty gritties
, I think it's important tomaintain control.
The person asking the questionscontrols the conversation.
So that's what we want you todo Control that conversation,
ask the questions and if they'retrying to jump ahead and be
like, oh, first of all I justwant to ask you and ask about
themselves, ask about theirfamily, their kids, ask about
those things, and get to knowthem a little bit so you can
(10:30):
bridge that gap between the two.
Then, speaking of bridges, thisis some key phrases you can use
to pivot from each of thesecore islands right when the
bridge from one island to theother.
So the first bridge fromrapport we're going to go into
the next piece.
So this is something we like tosay, maybe not always verbatim,
I don't want it to sound tooscripted, but here's what I
(10:52):
would say to a client who iscoming to me for help with their
profitability and theirfinances.
So after we've built that report, let's dive right in and learn
about what's working, what's notworking and where you're trying
to get.
So tell me your business storyand how you got where you are
now.
So we're getting to know alittle bit about their history,
and that's our next key, whichis evaluate.
(11:14):
We're learning about theprospect.
We're learning about them.
We want to know what broughtthem here today.
Now, again, your industry is alittle bit different.
I want to know how, what doesmoney management look like for
them to this point?
What got them to be businessowners to begin with, or to
start their own therapy practice?
That's what I want to find outfor you.
It could simply be getting toknow their history.
(11:37):
If they're coming to you formarriage counseling, getting to
know their marriage history.
What brought them here?
How long have they beentogether?
What did the early years looklike?
Getting to know those pieces.
What we're trying to pull out,and the goal of Evaluate is to
listen and take notes and get toknow more about them.
So, getting to know moredetails about their story, what
(11:58):
their pain points are and whatthey're trying to achieve,
that's what we want to know sothat you can address that Now.
For us, this is a chance for usto figure out okay, what's,
what are the?
What size business are they?
What?
How many moving pieces arethere?
This part doesn't necessarilypertain to you as far as the
size of the business.
For us, the bigger the sale,the longer it can take, because
(12:19):
the bigger the business we'retalking to, the more moving
pieces there are and the morethings we need to evaluate and
ask more questions about.
All, right from there, oncewe've evaluated, we've gotten to
know their backstory, whatbrought them to this point in
time.
We have our bridge.
This is a chance, to say andagain, not necessarily scripted,
but this is what I like to sayto help take us from the
(12:39):
evaluate phase to the next phase, which is thanks for sharing
that with me.
It helps me to know about thehistory of your business, or it
helps me to know about yourhistory.
So let's focus on the big thing.
What's the most important thingthat you feel is the biggest
issue right now.
What are they here for?
And this is our next piece.
(12:59):
So we've gone through the P-R-E.
This is problem Finding outtheir biggest pain point that we
can help solve.
So they've probably wordvomited on you All the things
that, again, if they're here formarriage counseling, maybe they
have just dumped on you all thelittle things, all the
annoyances, all the things thatthey argue about, all the fill
in the blank.
We want to know what's the bigthing, what's the one thing that
(13:21):
you could use help with.
If they're coming to you forjust individual counseling,
maybe they've talked about theirparents are dealing with this
and how they have anxiety andhow they have depression and how
they fill again, fill in theblank.
What's the biggest pain pointthat they're dealing with?
We want to fully understandtheir need.
Why are they here?
If they went to your website,there's probably a list of
(13:43):
different services andspecialties that you do.
This is going to allow you todo a couple things.
One, address that you can helpthem.
Or, two, figure out which teammember can handle it.
Or, if your team doesn'tspecialize in what they're
looking for, maybe a referralopportunity to send them out and
serve them in a way by saying,hey, we can't help you with that
(14:04):
.
However, I think this therapistover here might be the best fit
for you.
But we want to fully understandtheir needs to say, okay, I can
absolutely help you with that.
That's the reassurance piece.
We're getting to know theproblems so we can reassure them
that we have dealt with itbefore it's we eat this stuff
for breakfast and we canabsolutely help them.
So we want them to understandthe problem.
(14:24):
We want to make some emotionalconnections.
How is it showing up in theirlife?
What's basically?
What's the worst piece of it?
How is it kind of affectingthem in general?
If they don't connectemotionally, then the problem
isn't big enough.
Again, that's for them.
If it's therapy, there's likelyit's probably all emotional
connection, right.
So now we come to the bridge.
(14:45):
We're going to bridge into thenext piece.
This is where we say, now thatwe figured out what's not
working, let's find out what youwant.
So let's say that you and Iwork together through therapy
and we solve this problem.
What would life be like for you?
This again maybe a piece thatyou're going to have to tweak
and hone in.
Being therapy specific, this isfor us.
(15:06):
We want to know really,ultimately, what are they hoping
to achieve?
What do they want life to looklike for them?
This is the other P, which isproject.
Help the prospect, see the valueof solving their problem.
So, again, help them see thevalue of therapy.
What is the value of gettinghelp with what they're dealing
with?
So find your way of phrasingthese things, because, as I,
(15:31):
once again, I'm sharing myprocess with you.
I just I like to be an openbook with how we approach sales
and what's worked for us, foryou.
It's just a matter of going inand refining.
What can I say here that fallsin the bounds of what we do,
that falls in the bounds ofbeing ethical, without
pressuring, without those things.
But this, to me, is not apressuring tactic.
(15:52):
This is literally we're tryingto help them see things
differently.
We're helping them reflect onwhere they are and we're trying
to help them see and understandand realize that there's
opportunity for something to bedifferent, to solve this problem
and to live a life that looksdifferent, that's fulfilling.
That is everything they want itto be.
(16:12):
So help them visualize.
What does that look like?
What would life be like if youwere to overcome.
You know, if you were to beable to figure out the tools to
deal with and live with, or evenreduce anxiety, what would that
be like?
So, finding those key phrasesof what can, what would it look
like to have the solution, wewant them to have clarity,
(16:34):
confidence and certainty thatyou can help them.
That's really the the goal ofthe project phase.
It's here's where I am, here'swhere I want to be, and then
have the confidence that you canprovide that pathway, you can
provide that solution.
All of these pieces that we'vejust gone through, those are the
bulk of the consultation call.
(16:55):
I'd say, if you're on a30-minute call, 20 minutes of it
is going to be doing all ofthis, going through the getting
to know them, getting tovisualize, getting to project,
getting to see what's ahead.
Then we want to bridge intowhat does it look like to work
with you?
Now, typically I like to open itup for questions, so before I
(17:18):
even bridge, I like to say youknow I've asked you a ton of
questions.
Are there any questions thatyou came with for me that I can
answer for you?
Typically, they're going tojump right into what does it
look like to work with you.
What does it cost?
How frequently, et cetera.
Sometimes they might have aquestion like specifics that you
(17:38):
can help with.
Sometimes it's a specificquestion that you're like you
know what?
I can't answer that for youuntil I get to know you better,
until we know the full situation.
It wouldn't be beneficial toyou.
So if somebody came to me andwas like and I was like, hey, do
you have any questions?
They go, yeah, should I cashout my 401k to pay off all my
debt?
It's like whoa, I don't knowenough about you, your goals,
(18:05):
your situation, any of that tosay whether that's a wise
decision or not.
And honestly, even if we werethrough coaching, I probably
wouldn't answer that anyway,because I'm not here to tell you
what to do with your money.
However, my answer wouldprobably be through our process,
I can help you figure out whatthe best decision is to
accomplish that goal of payingoff your debt and we're going to
look at all the differentoptions so that you can make a
decision confidently.
So it's providing that answer.
(18:26):
But if it's a quick question,like you know, I can't think of
one off the top of my head butif it's something that's just
very easy to answer, then we'regoing to answer that Most of the
time they don't know.
They don't know what questionsthey want to ask.
So usually the question is whatdoes it look like to work with
you?
What does therapy look likewith you?
So for us, on the coaching side, once we've gone there here's
(18:47):
where I bridge it's I'm 100%confident that I can help you.
And here's why this goes backto the beginning of this episode
, where I talked about thatconfidence piece that they can
sense it.
If we're not sure, if we're notsure that we have the solution,
they're not going to be surethat we have the solution.
So I like to come out and sayI'm 100% confident that I can
help you.
And here's why, for us, it'sthat we have a program that
(19:10):
addresses exactly what they'retalking about.
So for you, this is the stuffyou're describing is what I'm
licensed in, this is what Ispecialize in.
Or this is what this clinicianspecializes in.
It's reassuring them that wesee this all the time and we eat
it for breakfast.
This is what we do.
Okay, this is where we sell.
(19:31):
We're gonna confidently offerthe solution to the prospect.
So we're gonna give them anoverview of what therapy looks
like.
We're not gonna get into theminute details of it, it's just.
You know, I would recommendmeeting once a week.
It can be an office or virtual.
These are last 50 minutes, 50minute sessions.
So just kind of giving themthat idea.
Go over what a therapy sessionmight look like, you know, give
(19:55):
them peace of mind, allow themto picture what that session
could look like.
So, really describe and again,we're not going to go into the
weeds, I don't want you to spendin 20 minutes talking about
this, it's just hey, here's whatit's like, here's how I operate
, here's the feeling you'll have, the safe space we create.
It's all confidential.
So whatever you need to say toreassure, this is an opportunity
(20:17):
to do that.
And then from there you sharewhat the fee structure is, what
it looks like, the meetingrhythm that you would recommend,
all those things is where we'regonna go in here and we're
going to ask them to sign up fortheir first session.
What I find is a lot of times weand this was even in our
internal trainings with our teamwe had one of our team members
who was super brave in that sherecorded one of her sales calls,
(20:42):
with client permission, ofcourse, and she asked me to
listen to it and she's like youknow, I'm noticing I'm not
closing as many as I would like.
So we listened to it and,truthfully, she was crushing it.
She was serving them well onthe call, she was doing
everything right, but what thoseone thing that was missing was
she wasn't inviting them intothe coaching program.
It wasn't super clear.
(21:03):
I think she thought she was,because she mentioned the price
and she mentioned what it lookslike to get started.
But even something as simple asdo you want to schedule your
first appointment?
Let me pull up my calendar.
I'm ready.
Let's plug you in for yourfirst appointment if everything
sounds good.
So, being real direct, what wesay sometimes in sales is we're
(21:25):
seeking out the no, we're askingquestions that they could say
no to, yes or no.
Sometimes we're so afraid ofthe no that we phrase things in
a way that they can't say no toit, but the problem is they
can't say yes to it either.
So when we seek out the no,that causes us just mentally to
ask direct questions.
(21:45):
That's going to give them theopportunity to say no or to say
yes.
So are you ready to scheduleyour first meeting I have
opening next week.
Would you like to schedule ameeting?
Would you like to schedule yourfirst therapy session?
Let them know what that lookslike.
Give them the opportunity to doit.
If they say I need to thinkabout it or I'm meeting with a
couple other therapists, thenwhat you can do is what I like
(22:10):
to do is get some kind ofcommitment out of them.
So and I've even called it outsometimes I tell them you know,
the worst place and again I'mspeaking on profitability and
finances but the worst place wecan be is stuck in between.
So I don't want that's what Idon't want for you is to get
stuck in that limbo.
If it's a no, that's okay, ifit's a yes, that's amazing.
But what we don't want is foryou to get stuck where you're.
(22:32):
You're not making moves in anydirection.
So my commitment to you is thatI'm going to follow up with you
.
I'm not going to let you slipthrough the cracks.
The one commitment I ask fromyou is that on this day, by this
date, you give me an answer yesor no.
I'm in or I'm not.
That's how we proceed.
We like to give them directionin a deadline.
(22:53):
Otherwise, what we have foundis people are stuck six months a
year, two years down the roadand they've done nothing.
They've done nothing becausethey sat on their hands, they,
they, they were afraid to make adecision one way or the other.
Their hands, they were afraidto make a decision one way or
the other.
We are driving them to a no Forus.
We like to schedule a follow-upcall.
So if they need to think on it,it's like great, how about we
(23:16):
schedule a 15-minute call for Xdate and we schedule that?
And it's literally on that call, come with.
If you have any other lingeringquestions, bring them.
If you're ready to go, we'llsign you up on the call.
If not, then come to that callready.
Basically, come to that callwith a yes or no answer that
you're ready to sign up oryou're not.
I also give them theopportunity to say if you're
(23:36):
ready sooner, just shoot me anemail, we'll get you scheduled.
Don't feel like you have to waituntil that call to actually get
some action taken, but gettingsome kind of commitment out of
them, letting them know you'renot going to hurt my feelings If
you decide to go with anothertherapist, if you decide we're
not a good fit.
It's not going to hurt myfeelings.
I want the best care for you.
However, because I'm socommitted to you like that's my
commitment to you is I'm goingto follow up.
(23:57):
We want to follow up we're wejust want to know an answer.
Basically, I don't want to beemailing and calling you.
I don't want to be thatdesperate therapist who's just
calling and texting you all thetime and you're just ghosting me
.
So that's really what we'reultimately wanting is some kind
of commitment from them, and Ithink that's reasonable.
And what we found is people arevery much willing and, honestly
(24:17):
, us giving them permission tosay no, because I'll tell them
that, like I won't take itpersonally if you decide it's
not the right fit, that givesthem, gets them to say no to me.
I would much rather them say nothan be a maybe again for their
sake, but even internally formy sake, because then I'm going
to be following up with themforever when in reality, they're
at home thinking I'm notsigning up with this guy, I'm
(24:39):
not interested.
So an answer is better than noanswer.
That is our sales process.
Again, I will link the slidesin the show notes for you so
that you can download them, takea look at them.
Remember to tweak them to thetherapy industry.
The reason I'm just sharing youmine because I know there's a
bunch of different therapypractices out there.
We got physical therapists wholisten to this podcast.
(25:01):
We got mental health therapists.
We have marriage counselors.
We got a bunch of differenttypes.
And so what?
Instead of trying to customizeit to each specific industry,
I'm just sharing mine and thenyou can just go in and tweak
areas, take out what you feellike doesn't isn't relevant to
yours, add in what you think isand try it out, and then let me
know how it goes.
I would love to hear how thisconsultation sales process
(25:23):
worked out for you.
Thanks for joining us on thetherapy business Business
Podcast.
Be sure to subscribe, leave areview and share it with a
practice owner that you may know.
If your practice needs helpgetting organized with its
finances or just growing yourpractice, head to
therapybusinesspodcom to learnhow we can help.
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