An Excellent First Session Starts In The Lobby

The first session with a client sets the stage for the entire therapeutic process. Sure, we all have those sessions that hit the fan, the correct paperwork didn’t go out, a child shows up without a parent, or even an all out client tantrum.  For most of these hiccups we can course correct and get into the therapeutic work seamlessly.
 
BUT did you know that clients (and their parents) will judge you and make up their mind about your character in 1/10 of a second? No pressure right?
 
The factors that clients will judge us on include likeability, competence, trustworthiness, and aggressiveness.  All of this is pretty darn important seeing that one of the most important factors that determine client growth and healing is the therapeutic relationship. 

In about one blink of an eye a client will decide if you are someone they can have a relationship with.  Parents will decide if you are someone they can entrust the care of their child with.  Children will decide if we are someone they can play with and share with.  
 
So, because of this it is my theory that an excellent first session (i.e. the start to great therapeutic work) starts in the lobby.  Before you even have the chance to say Hello. I wanted to give you four of my tips for a great first impression from the moment you meet the client in the lobby to when they have a seat in your office to settle into the intake! 
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• Do your homework - this may be a given, but before entering the lobby know both the child and parent’s name.  Nothing creates doubt or feelings of unease more than when you greet Jayden by saying “you must be Ayden”.  Kids and parents might doubt that you know anything at all about them if you don’t even know their name. 
• Send cues of safety - I do a deep dive on this topic HERE, but some of the intentional ways you can communicate trustworthiness to a young person is a smile, soft eye contact, a slight head tilt, getting below their level when you speak to them, and vocal prosody.  Remember - we have 1/10 of a second and these are all intentional (mostly nonverbal) ways to communicate safety and trustworthiness.  
• Greet the child first - I mean it is their appointment after all! I love greeting children by saying “Hi! Are you Jayden?” (hey we got it right!), then move into introducing myself to the child.  I might say something like “I’m Ann, nice to meet you!”  before addressing and greeting the parent by first name. 
• Orient them to structure - let clients know what the next steps are.  Are they all supposed to come back to the office? What about their brother or sister? Where exactly is your office? Where should they sit?  These are all ways that I make the unknown known with clients as they are coming back to my office. 

 
All of these little things can help clients feel comfortable and safe enough to begin talking about (and playing out!) the tough stuff that brought them into therapy. 
 
What are your favorite tips for an excellent first meeting with clients?  How do you make the most of the 1/10 of a second?  Comment below! 


Want a deeper dive into intake sessions?  Check out this training HERE! 
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