Written by Dustie Houchin In Part One, we discussed how friction in the client journey can quietly prevent owners from booking, returning or following through—even when they value your expertise. We looked at where clients commonly get stuck: unclear services, lengthy booking exchanges, unanswered practical questions and follow-up that depends on memory. In Part Two,…
Tag: practice-management
Communication & Active Listening
Written by Dustie Houchin Sometimes, the most useful question in a busy practice is: “Can you tell me a little more?” For practitioners and practice managers, active listening means giving someone enough attention to understand their concern before deciding how to respond. When the diary is full and several people need you at once, it’s…
Invisible Barriers Part I: Why Good Clients Do Not Always Book
Part I. Written by Dustie Houchin A practical guide to removing friction from the client journey in practice The Clinical Skill Is There. So Why Is the Diary Still Inconsistent? Most practitioners assume that if their clinical work is good enough, clients will naturally book, return and recommend them. Often, they do. But expertise alone…
