What to do when you’re not getting the right referrals?
Flashback to over 15 years ago when I was in the early stages of building my private therapy practice in rural Texas. Networking was my lifeline, and a referral from a local physician group brought an unexpected twist – a client dealing with chronic pain and medication dependence.
At first, I was thrilled! My networking was paying off!
The issue? The referred client was struggling with dependence on pain medication.
Yes, at that time, I did specialize in health psychology. My heart was in helping people struggling under the weight of chronic conditions like cancer, diabetes, and auto-immune disorders, who wanted to take back their lives and sense of self.
Even so, adding in the complicated layer of dependence on pain medication felt a tad outside my scope at the time.
I was facing a quandary as a therapist and new business owner. What to do?
I was concerned: if I referred this client out, would this colleague – a key hub in the local healthcare community – ever send clients to me again?
At the same time, I was tempted to take on this client because, technically, it was in my scope and I did have the space. Chronic pain clients with dependence on pain meds weren’t what got me out of bed in the morning, but I could do it.
(Aside: ⏰ Now what gets me out of bed is my 50-lb standard poodle who does not understand the definition of sleeping in.)
So, I took on the chronic pain client.
The decision to take on the referral felt right at the time, but the repercussions unfolded in ways I hadn't anticipated.
Mistake # 2:
This client turned out to be a tad outside my skill set. Trust me, I do love a challenge, but eventually, it got to a point where I dreaded seeing this client on my calendar.
Mistake # 1:
The Unintended Message Accepting that initial referral unintentionally conveyed that I was open to handling clients with chronic pain & medication dependence.
I knew someone else could have served them better – and done it with excitement.
The Lesson: By accepting a poor-fit referral, I actually set up all parties involved (clients, referral source, myself) for dissatisfaction and burnout.
This outcome did NOT lend itself to a joyful and sustainable private practice.
It was a tough pill to swallow. But I’m a quick learner, so I didn’t make that mistake again.
Reflecting on this experience from over a decade ago, I've distilled a two-step approach for therapists grappling with similar situations:
Step # 2: Consistent Follow-Up with Referral Sources
Maintaining a continuous dialogue with referral sources is a practice I've upheld. Expressing gratitude for past referrals while subtly communicating my ideal client profile helps in shaping future referrals more in line with my expertise.
Step # 1: Honest Communication Stands the Test of Time
In the face of a referral that falls slightly outside my scope, open and honest communication with the client is key. I explain that their needs might be better addressed by colleagues with specific expertise, and I offer recommendations for trusted professionals.
How to prevent this from happening again and again?
Clearly Define Your Ideal Client Niche: Begin by articulating your ideal client profile in just 1-2 sentences. Having a crystal-clear niche ensures that your message resonates with your referral sources.
Control the Clarity of Your Message: While we can't dictate what people remember about us, we can control the clarity of our message. Regularly reinforce your niche in your interactions, making it memorable for your colleagues.
Pair Clear Messaging with a Strong Referral Network: Combine your clear message with intentional networking to build a robust referral network. This synergy transforms poor-fit referrals into powerful opportunities to benefit your community, colleagues, and practice.
Turn Challenges into Wins: When you handle poor-fit referrals strategically, everyone wins:
The original referral source sees you as well-connected and dependable.
The client you referred out appreciates your guidance and assistance.
The colleague who received the referral is likely to reciprocate, fostering a supportive professional network.
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