Mastering the Initial Phone Screen: A Quick Guide for First Contact

Before we dive in here, can I just say it's been a long road to getting to write this blog?! I have hemmed and hawed, struggling with the perfectionism of making this "just right" before sharing it. Now that I'm open to consultations*, I wanted to get this very first post out.

This was one of the first sticky points I had when I launched my private practice back in 2021 - what do I even say to potential new clients? How do I know they're going to be a good fit for me? And how can I give them the space to figure out whether I am a potential good fit for them? Doing all of that in 15 minutes or less felt daunting.

There are a lot of different guides out there, but here's the outline that worked best for me after several years of trial and error.

Description: I'm holding a phone and pen while I look contemplatively in space, as I tend to do when I'm listening to a potential client.

1) Greeting

This is pretty self-explanatory I know, but it's always important to me to set the tone of the call. I never want it to feel medical or interrogatory. Because my practice is built on being warm and gentle, I want to make sure that is conveyed immediately before getting into anything else. Remember that this is your first meaningful contact with a potential client!

2) "So why don't you tell me a little bit about what’s been going on?"

This question was a hard one to decide on, because often times this phone consult would be a follow-up to an email or website inquiry they submitted where they did give some details about what was going on and why they are choosing to seek therapy. Phrasing the question like this allows the client to tell their story as they're experiencing it and give you a clearer picture to their perception and where they're at. In school we're taught to "meet clients where they are" and this question helps us to, first, see where that is before, then, seeing if we are able and willing to meet them in that place.

3) "What else feels important for me to know about you?"

I like to hear about other things as well, some more background information. This can be a place to discuss their strengths, pasts with therapy, or anything you might need to know before continuing forward with a therapeutic relationship.

4) "What questions do you have for me?"

I love asking this question because it gives me so much insight into their search process. Sometimes they ask about logistics (see#5 below), but usually they ask about what a typical session looks like, how I work, what my training is, and the like. This is another really great opportunity to demonstrate being open and engaging with a potential client and in a way, shed a little light into what a therapy session with you might feel like for them.

5) "So how is this all feeling for you? Because for me..."

Now, this last part is very important - do a gut check, with yourself and with the potential client. Do you feel connected? Do you feel curious about them? Would you want to be working with them on what they've just told you about? Do you feel capable of working with this presentation? What, if any, countertransference, has come up for you?

If the answer is yes to all of those questions, and the countertransference feels workable to you, then proceed with giving the potential client your logistic information. Examples of logistics include where sessions take place, what and how you bill, and any next steps they can expect. If they also want to work with you, this is a great time to schedule that first session! If you're an associate, you need to disclose that you're an associate-level clinician under supervision.

But if the answer is no to any of those questions, or the countertransference is too strong or unworkable - maybe you're activated by their presenting problem, or you don't feel comfortable working with that diagnosis - feel free to set a boundary, whether that's asking more questions for clarification, needing some time to consider, or simply referring out to other providers who may be a better fit (making sure to give at least 3 referrals). We will not be the best fit for everyone and everyone deserves a good fit for therapeutic work - therapy is so highly personal!

An additional question for a dance/movement therapist to ask!

While all of the above questions can work for any therapist, here's one especially for us DMTs: "Why did you choose a dance and movement therapist?"

If you're like me and wanting to practice "explicitly" as a dance therapist, it's important to make that connection with a potential client, that not only are you licensed as a therapist but also as a specialist in an expressive, somatic modality. This sets the tone for the rest of your work together, if it's a good fit. Sometimes, clients were looking for you and this work specifically! But sometimes they didn't notice and are surprised by the words "dance and movement", so they may have more questions (see question #4). Make sure you ask yourself how far within and outside of the modality you're willing to go in the name of "meeting clients where they are", or if referring out would be the better choice for you.

I hope this first post was helpful to at least one person! I wish you clarity in those consult calls and an aligned caseload.

*If you liked this and would like to hear more, consider scheduling a consultation call with me.