Contents
An essential component of coaching and therapy is mastering the art of client follow-up. Maintaining communication with clients post-interaction (appointment, general inquiry, sale, etc.) lies at the heart of client relationship management. The importance of using a client follow-up software cannot be overstated.
Providing a product or service is necessary for building a relationship. But timely follow-ups and consistent check-ins sustain a business. Patient and therapist experiences of using telehealth have been found to be largely positive[1]. This increasing availability of personal technology allows you to retain your client’s attention and loyalty. Good communication, along with good follow-up management, can contribute to the growth of your online coaching or therapy business.
Many coaches and therapists see follow-ups as an optional process. Although, interestingly, many coach matching platforms include follow-ups as part of their mandatory processes. We’ll explain in this ultimate guide the importance of using a client follow-up software, find the right tools for your practice, and also dive into some tips to ace your communication!
We’ll also detail how the use of innovative software solutions, like Quenza, can streamline and automate many aspects of client follow-up.
To try Quenza out today, sign up now for a full-access 1-month trial for only $1.
Chapter 1
The Essence of Client Follow-Up
Why is following up with clients important? Client follow-up serves as a bridge between a one-time interaction and long-lasting relationships[2]. Every time you take a proactive and supportive step towards your clients, you add to their progress and enhance positive engagement. Here’s why follow-up is crucial to your work as a professional:
- Fostering Client Relationships: When you take the time to check in with your clients, they feel valued as consumers. It shows that your relationship with them is not just about sales or a process, but because they matter.
This allows you to take your relationship forward beyond the initial transaction. The authenticity and concern of the client are a driving force, especially for your online practice.
- Driving Repeat Business and Referrals: As the landscape of online therapy and coaching grows, what differentiates you from other businesses? Is it the use of marketing tactics or is it the use of top-notch technology tools? While these are important, client follow-up takes the lead. No matter how great your tools, without the human connection, you won’t drive success.
A happy and satisfied client is likely to return for a future transaction or interaction. They are even more likely to spread the good word about your business and, most importantly, help you increase sales.
- Consistent Feedback: When you are aiming towards becoming the best, client follow-up can provide invaluable feedback. This feedback often has a ripple effect on your business and goes beyond sales.
With this feedback, you can develop your products, improve your services, and enhance your understanding of the market. Basically, you stay updated with the client’s needs and preferences. The implementation of formal feedback systems improves client outcomes and also reduces premature termination[3].
Chapter 2
How Often Should You Follow Up with a Client?
Regular follow-ups are essential to your practice, but it is important to strike a balance. While it is typical to reach out to your clients outside of sessions, very frequent follow-ups may become a barrier to communication. On the other hand, rare check-ins can convey indifference.
When using formal client follow-up software, it is important to know and record your client’s preferences. Are they someone who may benefit from regular check-ins? Or are they someone who has made enough progress in therapy and coaching and only requires occasional check-ins? Imagine keeping track of all these preferences on your own.
Client follow-up software helps you not only keep track of these needs and preferences but also engage with them in ways that are most comfortable and effective for them. According to the American Psychological Association (APA), you can continue to foster growth even after termination by effectively placing follow-up interactions[4]. Indeed, many practitioners now see the end of therapy or coaching as a progression rather than a termination[5].
A key factor that helps you decide the frequency is the nature and duration of your services. Based on the client’s clinical concerns, you may work with them for a longer duration compared to someone who is interested in working short-term.
As your practice expands, you will have to keep adjusting and evaluating your strategies and staying relevant to your clients. Following up with clients is indeed an art and can require regular practice from your end.
In the following sections, we will explore the tools that can streamline the client follow-up process. We will help you recognize the best practices for communication and much more to strike the right cords.
Chapter 3
Exploring Client Follow-Up Tools
In the age of easily accessible digital coaching, therapy, and healthcare, clients are quick to switch to another provider if they don’t feel adequately cared for. Client follow-up shows your clients that they mean more to you than just a business transaction. It shows that you care about their well-being, growth, and development.
It can be daunting to find the right follow-up tool for your practice. In the next section, we will help you make a choice from a plethora of business tools.
Choosing the Best Client Follow Up Software
In the current day and age, you need to equip yourself with tools designed specifically to optimize client follow-up processes. Choosing the right software is not just limited to follow-up, but also takes care of client management.
Most practitioners use software to streamline client follow-up. And if you want a solution designed especially for therapists and coaches, Quenza is exactly what you’re looking for.
Quenza.com: An In-Depth Look
As mentioned before, as a therapist or coach, you will have to master the art of follow-ups. If you want to improve communication with clients throughout the entire client journey, Quenza can help every step of the way.
The platform offers an interactive client platform where you can create a unique and unforgettable experience to enable long-lasting personal change. Clients will also be more likely to refer others to your professional and tailored services.
Designed specifically with the needs of coaches and therapists in mind, the enormous suite of features includes:
- Intuitive User Interface: If you are a practitioner who has always worked in a manual and offline setting, it can be natural to question the relevance of apps for you. You might especially have concerns about the ease of use.
When starting out, you would prefer a user interface that is intuitive and easy to learn. Quenza ensures a seamless follow-up experience with a quick setup and navigation system.
How Your Clients Will Experience Quenza
- Personalized Client Engagement: In the digital age of coaching and healthcare, a multifaceted communication approach is key to effective follow-up. The platform allows you to use instant chat features and customize follow-up activities, ensuring that each client feels valued and recognized.
- Automated Follow-Up Schedules: Manual work can take a lot of time. It is also a natural tendency for us to procrastinate on tasks, such as manually writing a client follow-up email. Automation can be a timesaver for your business. With Quenza, you will be able to send timely reminder emails for follow-ups, ensuring that both you and your client don’t miss them.
With Quenza, you can choose how your client will be notified with follow-up reminders.
- Feedback and Analytics: Setting up follow-up interactions is only the first step in establishing continuous communication with your clients. Take it a step further by understanding the impact of these follow-ups on your business. You can access detailed client portal analytics and gain insights into client responses, engagement rates, and potential areas of improvement.
Best CRM for Follow-Up: Making the Right Choice
Quenza is a stand-alone follow-up software that excels in specific functionalities. For a more comprehensive approach, you can also opt for other Customer Relationship Management (CRM) systems. Identifying the best CRM for follow-up involves understanding its features.
Perhaps the first thing that you would look for in a CRM system is its ability to foster genuine engagement and boost client satisfaction. The top CRM for client engagement includes a host of features, including personalized messaging and client history tracking.
It should also utilize multiple channels to allow you to engage with clients in the ways that are most comfortable and effective for them. This enables clients to feel in control of their coaching or counseling journey, thereby increasing the chances of a positive experience.
Typically, you should also look for CRM systems with the best follow-up features. It is safe to say that when most of your processes are automated, you can schedule and track follow-ups with ease. Now that you know what to look for, you should also be aware of what is available for you in the market. Here is a look at your top options as a coach or therapist:
| App | Details |
|---|---|
 | Quenza, created by coaches and psychologists, offers practitioners of all stripes unmatched functionality and versatility. Quenza is a client engagement tool with a powerful suite of coaching management tools. With this coaching and therapist CRM, you can design personalized, branded client activities and pathways for automatic delivery to clients. Features include:HIPAA- and GDPR-compliant messaging, notes, emails, and file storageClient portal for exercises, homework, chats, and notificationsGroup coaching and therapy featuresActivity and Pathway tools for designing customized, automatically delivered coaching solutions |
| Name | Quenza |
| Price | $1+ monthly |
| Good For | Therapy and Coaching management, Coaching and Therapy CRM, Client Engagement, and Follow-ups |
| More Info | Quenza |
 | Salesforce is one of the leading CRM platforms globally that offers a suite of tools. It is designed to aid businesses in managing customer relationships, tracking sales, and analyzing data. Salesforce is a tool that has extensive and customizable features. With this coaching and therapy CRM, you can build a strong third-party integration ecosystem. Features include: Contact and lead managementSales forecastingEmail integrationOpportunity management |
| Name | Salesforce |
| Price | Free+ $25 monthly |
| Good For | Advanced Therapy and Coaching management, Coaching and Therapy CRM, Intelligent document automation, Integrated care management |
| More Info | Salesforce |
 | HubSpot CRM is a user-friendly platform for therapists and coaches that caters to businesses of all sizes. With a focus on inbound marketing, it helps companies attract visitors, convert leads, and close customers. Features include: Contact managementEmail trackingEmail template builderLead analyticsIntegration with HubSpot’s marketing suite |
| Name | HubSpot CRM |
| Price | Free+ $18+ monthly |
| Good For | Therapy and Coaching management, Client Engagement, Follow-ups |
| More Info | HubSpot |
Leveraging Client Follow-Up Apps for Mobile Outreach
As you incorporate one of these CRM systems, mobility is key to consistent engagement. When your follow-up solution is also on your mobile device, you can engage with clients everywhere you go. This also reassures the clients that you will be available when they need you and ensures access to psychological support[6]. Although, of course, it’s up to you to strike the right balance between being the guide versus a crutch.
The benefits of client follow-up on mobile apps are immense. You can receive real-time notifications, have location-based follow-ups, and have access to quick communication tools. This is especially important as a business; you promise ongoing connection, irrespective of the location.
Chapter 4
Crafting the Perfect Follow-Up: Communication Tips
Communication is a two-way street, even in therapy and coaching. It is important to know what to say when following up with a client. Crafting the right messages during a follow-up helps you build a stronger relationship and encourages your clients to come back to you.
Sometimes less is more, and choosing the right words can make or break communication. When crafting, the content and tone of your message play a crucial role. The same applies when you are sending reminder emails.
When you are working with so many clients, standardizing your communication can be very helpful. You can do this by crafting a client follow-up script. Without a guideline, you may end up writing too much or too little and may also miss out on important details during the interaction.
A script lays down the foundation for a solid written communication that avoids misunderstandings and drives consistency. However, a script can’t look too generic otherwise it can potentially put off clients. The art of personalized communication incorporates the needs and preferences of the client, mentions of past interactions, and personal touches.
The scripts serve as a guideline, but personalizing each follow-up is your duty. When it comes to in-person meetings, as a coach or therapist, you’ll most likely start with a check-in to gauge where they believe they are with respect to their goals. Having previously done a properly written follow-up sets the foundation for a more in-depth check-in because your clients will have had your resources to support them towards those goals.
Client Follow Up Email Best Practices
What determines whether your email is left unread or responded to? Is it the content or your style or tone? Writing an effective and compelling follow-up email requires practice and the presence of certain key components:
- Subject Line: The subject line should be clear and straightforward, indicating the purpose of the email. It’s also helpful to include a note of urgency, such as “Follow-Up Reminder”. Although, again, remember your audience as this might frustrate or stress some of your clients.
- Salutation: Begin your email with a polite greeting and something personal that relates to them such as, how are the children or the dogs.
- Body: The main content of the email should state the purpose of the reminder, providing sufficient details such as the task to be completed, the due date, and any relevant information. Be concise and clear in your wording.
- Call to Action: Include a call to action, such as requesting a confirmation or asking the recipient to complete a specific task. Again, use your sensitivity and empathy to gauge what’s needed here. In some cases, it might simply be words of encouragement to let go of thoughts and focus on the now. Or, as psychiatrist Fritz Perls might say, “lose your mind and come to your senses”.
- Closing: End your email with a courteous closing and perhaps a quote or other words of wisdom if you feel your client will resonate with them.
Utilizing a client follow-up email template can help you achieve consistency in your messages. As mentioned before, while drafting a professional email, add a dash of personalization based on the history between you and your clients.
Chapter 5
Supplementary Tools for Client Engagement
In the digital age, how you engage with a client differentiates you as a coach or therapist from others. Client check-in and follow-up software are supplementary tools that nurture and strengthen your relationships. If you are thinking of making a choice, the choice can depend on the nature of your business and your future goals. However, they differ in their focus and application:
| Client Check-In Software | Follow-Up Software | |
|---|---|---|
| Functions | Regularly touch base with your clients, whether it’s long-term therapy or a periodic consultation. You can gauge their satisfaction, collect feedback, and address concerns. | Maintain a connection after coaching or therapy delivery. You can gauge feedback and re-engage clients for future alliances. |
| Target | Ongoing engagements in real-time | Post-engagement interactions |
| Features | Scheduling, reminders, and immediate responses | Personalized messaging, automated scheduling, and detailed analytics |
| Software Example |  Coaching.com is a coaching check-in software. With inbuilt messaging, scheduling, instant chat, and client tracking features, it’s a useful tool for building accountability, setting goals, and encouraging progress. | Quenza offers unparalleled functionality and versatility for therapists and coaches. It allows you to follow up with clients with a powerful suite of coaching management tools. You can follow-up with instant messaging or with the help of worksheets. |
The Role of a Client Follow-Up Worksheet in Enhancing Engagement:
Yes, even worksheets are tangible tools for boosting engagement. It is a structured document or digital template that allows you to track, plan, and analyze client interactions.
They are essentially a repository of information, so you don’t miss out on any key information. They contain all the important information, from client details to follow-up schedules. You have it all covered in one place.
The Benefits of Using a Worksheet:
- Ensures documentation of all information
- Makes future interactions more informed and personalized
- Aids in strategy formulation: helps you identify patterns, preferences, and areas of concern.
Why The Best Follow-Up Software is Not Always a CRM?
The intense demand for healthcare services has propelled the need for customer management services[7]. While these are powerful tools that manage a broad spectrum of client interactions, sometimes you may benefit from a targeted approach.
CRM systems manage your work right from the start, by generating leads, and until the end, by follow-ups. As a therapist or coach, sometimes you need a bird’s eye view of the client’s journey, and CRMs provide this holistic understanding.
On the other hand, platforms like Quenza offer a more focused toolkit. They ensure that you have the right tools for post-therapy or post-coaching follow-ups.
You may be wondering, “What works the best for me?” The right supplementary tools can support and solidify your relationships, making sure that each interaction is fruitful for you.
Whether it is going ahead with the expansive features of CRM software or the specialized capabilities of follow-up software, think about the nature and scale of your business. At the end of the day, these decisions depend on what works according to your needs and objectives!
Chapter 6
The Pivotal Role of Client Follow-Up
Competition in healthcare has become fierce. Clients have a plethora of choices. Your ability to engage, maintain, and solidify them separates you from other professionals. With a follow-up system, you build a relationship that transcends sales.
Your work doesn’t stop at securing new clients; it also includes retaining and growing your existing clientele. When you decide to use dedicated software like Quenza, you can come closer to your long-term visions.
As you talk to your clients, their feedback becomes a driving force. You continue to remain inspired and motivated towards change. This eventually protects you from stagnation and improves therapy/coaching outcomes[8].
Follow-up serves as a reminder for the clients that they matter and that they are important to you. With the right tools and software, you can power through the intricacies of the modern marketplace.
Investing in tools and strategies helps transform your clients from one-time visitors to loyal advocates for your business.
Final Thoughts
In an ever-changing world of communication, client follow-up software can be an intelligent tool for you to keep handy. Are you ready to revolutionize and build your practice? While CRM systems offer a broad view of supporting you and your client, software like Quenza offers a focused tool-kit. You can experience this firsthand by signing up for the free trial that gives you access to a suite of follow-up features. You can elevate your practice with just a click and dive into the world of personalized engagement. Terminations don’t have to be the end, but rather new beginnings for your business.
To try Quenza out today, sign up for a full-access 1-month trial for only $1.
Frequently Asked Questions
Manual follow-up is quite possible and convenient if you only have a few clients that you have to touch base with. However, with follow-up software, you significantly reduce the chances of error and miscommunication. It enhances your efficiency by reducing time spent on manual work and ensuring that you don’t miss out on opportunities. Follow-up software like Quenza is especially helpful when you have a plethora of clients to work with.
Most software, like Quenza and Salesforce, have strict protocols for data protection and safeguarding client’s information. It is always advisable to keep an eye open if your software is compliant with legal regulatory bodies. Some features that you can look out for are: secure messaging, encryption, and access controls to protect client data. For instance, Quenza is compliant with GDPR (General Data Protection Regulation), HIPAA (Health Insurance Portability and Accountability Act), and the CCPA (California Consumer Privacy Act).
You should always look out for follow-up software with integration capabilities. With most of the software, you can integrate with popular email providers, such as Gmail, and schedule your follow-ups on Google Calendar.
References
- ^ Donelan, K., Barreto, E. A., Sossong, S., Michael, C., Estrada, J. J., Cohen, A. B., & Schwamm, L. H. (2019). Patient and clinician experiences with telehealth for patient follow-up care. Am J Manag Care, 25(1), 40-44.
- ^ Vogel, A. R., & Paul, S. (2001). Follow-up: Bridging the gap between discharge and home. Occupational Therapy in Health Care, 13(1), 61-79.
- ^ Lappan, S., Shamoon, Z., & Blow, A. (2018). The importance of adoption of formal client feedback in therapy: A narrative review. Journal of Family Therapy, 40(4), 466-488.
- ^ Gelso, C. J., & Woodhouse, S. S. (2002). The termination of psychotherapy: What research tells us about the process of ending treatment. In G. S. Tryon (Ed.), Counseling based on process research: Applying what we know. Boston, MA: Allyn & Bacon.
- ^ Schachter, J., Kächele, H., & Schachter, J. S. (2018). “Progression,” an alternative conception to “termination” to denote the ending of successful analytic treatment. Psychoanalytic Psychology, 35(2), 160.
- ^ Tong, F., Lederman, R., D'Alfonso, S., Berry, K., & Bucci, S. (2022). Digital therapeutic alliance with fully automated mental health smartphone apps: A narrative review. Frontiers in Psychiatry, 13, 819623.
- ^ Choi, W., Park, J., Kim, K., & Choi, I. (2012). Successful use of customer relationship management system in hospital healthcare centers. Journal of the Korean Medical Association, 55(8), 748-756.
- ^ Anker, M. G., Duncan, B. L., & Sparks, J. A. (2009). Using client feedback to improve couple therapy outcomes: a randomized clinical trial in a naturalistic setting. Journal of consulting and clinical psychology, 77(4), 693.
