Not every client is the right fit for you – so what do you do? Choice in business - knowing when to say no.

As a self-employed complementary therapist, often working alone in isolation, it can sometimes be challenging when you come across a difficult client or someone that you don’t quite feel comfortable treating. Also, not every client you do have is a lasting one as you might need to refer them to someone else who specialises in what they need. Business is sometimes transient.

When you first start up in business, the initial reaction is to say yes to everyone, which is normal. You are trying to establish yourself and build up a regular income but as your practice grows and evolves, naturally the clients you work with will too.

However, we have the right to choose who we work with and when to let a client go but we must always remain professional when dealing with clients and remember that this is a business relationship and not personal. This can be difficult as clients will give us personal information during the consultation, which we must keep secure for 6 years (for insurance purposes) and we do feel empathy for our clients. Caring for others is what got you into this business in the first place – right!?

I have been in a position as a newly qualified therapist 30+ years ago where I ignored my gut instinct and said yes to treating a client when I should have politely declined. It was a referral from another healthcare professional too. I learnt the hard way that it is important to be discerning and trust my instincts. If it feels wrong, then it is not going to be good. Sometimes it is obvious that someone should not be booked in. It could be something they say over the phone when booking that raises alarm bells. An example would be if they ask for extras with a massage appointment and yes, this has happened to me when I worked in a complementary therapy centre, including asking for escort services! Nowadays, people book online so you don’t get to ask them in advance why they are coming for treatment, so there is less possibility of checking out any ulterior motives in advance. I would always advise either phoning them or sending out a short questionnaire once they have booked, just to check. Of course, most people are genuinely looking for support with

their health but there are always exceptions.

I worked with the General Council for Manual Therapists (GCMT) on this a couple and they produced an excellent guide for safe working from home and the use of an international logo about respecting massage therapists. Members of GCMT (which are professional associations) were able to share this with their members and members of Complementary Health Professionals (CHP) can find all the details in the members area of our website.

Once you have a client, there maybe other obvious signs that the relationship is becoming uncomfortable:

• They may feel that you are friends and contact you often outside of your working hours for advice or support

• They may ask for “mates’ rates” or start up awkward conversations about your charges

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  They may ask to pay by BACs after a treatment and pay weeks later (always take money up front where you can)

• They may have referred a friend or family member and constantly gossip about them or ask you for details of their treatment

• They may consistently turn up late for treatment and still expect their full treatment time

• They regularly do not show up at all for their appointment

• Inconsistent communication may prevail which could range from being simply disrespectful to offensive or inappropriate remarks

• They may have unrealistic expectations about your services, which is why we must be so careful about how we explain and measure treatment outcomes

• When you look at your diary for the day you have a sense of dread when you see their name

• The client makes a demand for treatment that you feel professionally is not safe, even if they declare that another therapist did it. Always work within your training and competency.

Not all of these would result in the need to cut the ties, but if a regular pattern emerges, then you do need to reflect on what is best for you and your business as well as your reputation.

Why is this important?

Working with the wrong type of clients does not just affect your scheduling but also affects your

energy, your confidence and can have a negative impact on the enjoyment of running a successful complementary therapy practice. When your head is focussing on clients that are not aligned with you and your energy, it can lead to feelings of resentment and burnout. Letting go creates room for better opportunities for your business, better clients for you and ultimately, a better feeling and renewed joy in your work. Letting go of what is not working is always a great weight lifted from your shoulders, and you do not need or deserve such burdens.

Maintaining professionalism

How you communicate with clients is up to you. It could be face to face, on the phone or by email or text. Whatever method you use, it is all about keeping calm, being professional and standing your ground. Always remember that this is business as usual and you are not doing anything that another therapist or indeed any other business owner would do in your position. Here are some examples:

• Give reasonable notice if you plan to cancel an appointment along with a clear explanation. This also goes for any changes to your business, such as a price change or change of hours. Giving people clear information always prevents hostility and misunderstanding

• Always be polite, courteous and respectful in your communications whilst also being direct. State your intent clearly and keep it short. Overly long emails or texts only confuse issues.

• Keep your emotions out of the equation (even if it feels personal)

• Offer an alternative or recommendations to another service if possible

What to avoid:

• Although you may be tempted, don’t put your head in the sand and ignore the issue. This is not going to help your reputation, especially as people love to leave negative reviews. Remember, that if you are dealing with a formal complaint, you can always refer them to your professional association who can support you.

• Never resort to criticism or blame even if you feel it is warranted. This is unproductive behaviour and never works. It will only exacerbate the situation

• You never need to apologise to a client or undermine your decision. You have made a choice that is right for you and you now need to stick to it

• Avoid being vague or leave things open-ended. Get to a final resolution with your explanation and follow it up with an email to be clear. Whilst remaining polite, courteous and professional, explain why you will not be booking them in. No need to go into any extraneous detail, just be clear and leave it there. You will then both be able to move on without any bitterness

An example might be that you have a client who is very negative and physically and emotionally drains you after every appointment. You dread them coming in because you know it will be more of the same complaints about every aspect of their lives, even when they actually have it really good! Yes, I am talking from my own experiences! You could tell a white lie and say you cannot book them in again as you are full for weeks, but eventually, they might try and book again a month or so later, unless they have found a different therapist. Remember, this is only when you feel drained by the client because with many clients you might feel that you can handle this, especially if you are seeing that your intervention is having some positive outcomes and the individual is moving forward.

If you need to respond to a text or email requesting a booking that you do not want to give, just say that you are not able to book them currently as you do not feel that you are helping them. This is truthful, professional and short. Wish them well for their future and sign off. If they come back and insist that you do indeed help them, you can say that you have reflected on treatment outcomes and you are not comfortable taking their money when there has been no evidence of improvement. Remember, this is your business and your choice. You get to choose who you work with not the other way around and it is okay to say no. You are never going to click with everyone, and you want clients that are the right fit for you. Letting clients go is not a failure on your part but rather a choice and this is a natural part of business evolution as well as personal growth. You can even write up the experience as reflective practice for CPD if it is a new learning experience for you and your business. Be strong, protect your own mental health and let your practice thrive.