Client Retention Tips for Therapists: Small Admin Habits That Make a Big Difference
Jamie Letcher • July 18, 2025
Support retention with thoughtful, low-effort systems that make it easier to stay on track.
It’s easy to think of client retention as something that happens entirely in the therapy room.
But from what we’ve seen behind the scenes, some of the most powerful support for rebooking actually happens outside of it!
When the operational side of a practice feels smooth and thoughtful, clients tend to stick around more consistently. Without systems to support things like rebooking, communication, and follow-ups, it’s easy for new clients to slip through the cracks. Having a process in place, whether that’s automated reminders, cancellation check-ins, or a clear follow-up routine after consults, helps keep things running smoothly and ensures clients don’t unintentionally fall off your radar.
Here are a few admin touch-points we’ve seen make a quiet but meaningful difference in keeping clients engaged!
Return Visit Reminders
Life gets busy. Even when clients intend to rebook, it’s easy for it to fall off their radar. A gentle check-in a few days after their last session can help keep the door open without feeling pushy.
This kind of follow-up can be automated or sent manually, depending on what works best for your workflow. Both Jane and OWL make it easy to track when someone hasn’t booked in a while, so you or your admin can follow up within a certain timeframe. Built-in automation features also allow you to send reminders that don’t come directly from you, which can feel more comfortable and reduce the emotional lift on your end.
If you prefer a more personal touch (like a short email or phone call) you might find it’s easier when someone else handles it. Many practice owners prefer having these check-ins come from an admin or VA, especially if the client isn’t quite ready to rebook or respond directly to the therapist. It gives clients space to decide without pressure or guilt, and makes things feel a little less awkward on your end too!
Following Up After Consults
Whether it’s a quick email scheduled a few days after the consult, a reminder inside Jane or OWL, or a shared spreadsheet you review weekly with your team, having a consistent follow-up process helps ensure no one slips through the cracks. It doesn’t have to be complicated, it just has to happen 😉
That kind of follow-up can go a long way. Even a short, thoughtful message can help someone feel supported, especially if they’re feeling unsure or navigating something tender. It’s not about nudging them into a decision, it’s just a way to let them know the door is still open.
And when that message comes from someone else on your team, it often feels more approachable. Whether it’s your admin or a virtual assistant, a little space between you and the client can make it easier for them to respond honestly, especially if they’re not ready to move forward or don’t know how to say "not yet."
Checking In After a Cancellation
If a client cancels and doesn’t rebook, it’s often not a conscious decision to stop therapy, it might just be that life got in the way, or they forgot to follow through. A quick check-in can gently reopen the conversation and remind them the door is still open!
Having a consistent system makes this process so much easier. A weekly check of Jane or OWL can show who cancelled and hasn’t booked a follow-up. From there, a simple message using a pre-written script or saved template can make a real difference.
Wrapping Up
Whether you're doing it all yourself, working with an admin, or thinking about bringing someone on, small check-ins and thoughtful systems can help your clients feel more supported and more likely to return.
If you’re curious what that might look like in your practice and you're looking for support, get in touch and book a consultation!
We’re always happy to offer ideas that could work for you too.
Should you hire an admin for your therapy practice or work with a virtual assistant instead? Here’s how to decide and why more Canadian therapists are choosing VAs.
Running a private practice means wearing a lot of hats, and that includes making sure your phone system works just as hard as you do. Whether you’re a solo therapist or managing a group practice, having a secure, professional, and easy-to-use phone setup can make a big difference. But with so many options out there, how do you know which one’s the best fit for your practice? We’ve rounded up three of the most popular phone systems used by Canadian therapists and ranked them based on features, price, and overall ease of use. 1. OpenPhone: Best for Growing Practices 🏆 Price: Starting at $17/month CAD Platform: Desktop and mobile app (iOS and Android) OpenPhone is one of the most therapist-friendly options out there, especially if you’re growing a team or planning to. It gives you a dedicated business number that works from both your computer and phone, so you’re never tied to one device. You can call, text, send voicemail, and even share access with a team member (like a virtual assistant). Why Therapists Love It ✔️ Seamless call and text integration ✔️ Shared inbox (perfect if you work with an admin) ✔️ Canadian numbers available ✔️ Voicemail transcription ✔️ Easy to use and scale Heads-Up To ensure PHIPA compliance, you’ll want the Business plan and a signed BAA if you work with clients outside of Ontario too. Best For Therapists who want a professional, flexible setup that can grow with them. 2. Fongo Works: Best Free Option 🏆 Price: Free (basic version) Platform: Desktop and mobile app (iOS and Android) Fongo has been a staple for Canadian therapists who want a professional number without the extra monthly cost. You can get a Canadian number for free, use it for calling and texting, and upgrade if you want features like voicemail transcription or call recording. Why Therapists Love It ✔️ It’s free ✔️ Works on your phone and computer ✔️ Easy to set up and start using ✔️ No separate phone needed Things to Note Fongo doesn’t offer as many integrations or shared access features, so it may be better suited for solo therapists. Best For Therapists just starting out or keeping costs low. 3. Telus Business Connect (by RingCentral): Good for Large Teams Price: Starting at $35/month CAD Platform: Desktop and mobile app (iOS and Android) Telus Business Connect is a robust option built for businesses that need more traditional phone infrastructure. It’s a solid choice if you have a larger clinic with multiple therapists and want more advanced call routing and team features. Why Therapists Use It ✔️ Established provider ✔️ Good for clinics with multiple locations ✔️ High-quality call system ✔️ Option to integrate fax and conference calls Drawbacks It’s pricier, has a steeper learning curve, and may be more than you need if you’re a solo or small group practice. Best For Larger group practices with complex needs. Our Verdict For most Canadian therapists, OpenPhone and Fongo are the clear winners. If you're ready to invest in a sleek, scalable solution, OpenPhone is worth it. If you’re just starting out and need something simple and affordable, Fongo is a great choice. Want help setting up your phone system or managing client calls? Wellnix offers virtual assistant support tailored to Canadian therapy practices so you can spend more time with clients, not troubleshooting tech. ✨ Book a free consultation today to learn more! ✨
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