Moments of Truth in Counseling: How Quality Service Shapes the Client Experience
Every interaction with your client is a chance to build trust and connection. Being mindful of these small but meaningful Moments of Truth strengthens your practice and your reputation. The term “Moments of Truth” was originally coined by Jan Carlzon, an airline executive with SAS Airlines who noticed that a customer’s experience was shaped in key moments—often short and simple—that left a lasting impression. And I noticed early on in counseling that those same type of moments show up in private practice, too.
The Power of Checking In: How Small Questions Increase Client Retention
I’ve learned that regularly checking in with clients—asking questions like, “Is counseling still helpful?” or “Are we working on what matters most to you right now?”—can change the course of therapy in meaningful ways. These aren’t throwaway moments. They’re invitations. They tell the client, your voice matters most, and this work belongs to you.
Help Your Next Client Think Better, Not Just Feel Better
Therapy is a space where clients can slow down and take a look at their inner world. Not just what they feel, but what they’re telling themselves. That shift—pausing to consider what am I thinking?—can be the start of real change.
Understanding Client Motivations and Expectation
Many clients come in saying they want help with anxiety, depression, or trauma. And while these are valid and important concerns, beneath the surface there’s usually a relational theme. They want to repair their marriage. They want to be a more patient parent. They want to stop pushing people away. They want to feel connected again. Understanding these underlying motives is key to doing meaningful therapeutic work.
Life Doesn’t Move In Straight Lines - Thoughts on Client Retention
A client once told me that what kept her coming back wasn’t just the insights she gained, but the feeling that she mattered—that she was remembered and cared for even between sessions. That stuck with me. It reminded me that the client experience begins before they ever sit on the couch.