A live monthly practice workshop
Client Care Conversation Lab
Where intake skills get real — practice the hard conversations before they count.
Â
Save My SeatThe hardest moments in client care never make it into a training manual — they happen live, on the phone.
“
The potential client who’s set on one specific therapist with the longest waitlist.
“
The person you spent 30 mins talking to who ends the call with “I have to think about it.”
“
The client who is angry about having a balance and needs further explanation about their insurance coverage details, when you’d rather be talking about care.
Inside the lab
A live, hands-on monthly workshop
The Conversation Lab is a live, hands-on monthly Zoom workshop where client care coordinators — and anyone who fields inquiries at a therapy practice — practice navigating those moments before they count.
After a short teaching segment, we dive into real-world scenarios through live role play: you’ll practice as the coordinator, step into the client’s shoes, and learn just as much by observing your peers. In a supportive environment, you’ll get feedback, try new approaches, and leave with strategies you can use on your very next intake call.
Save My Seat
Types of conversations we cover
1
The caller who’s attached to one particular therapist on your website — the one who’s never going to have an opening
2
The client who’s hesitant to work with an associate therapist, even though you know that clinician would truly help them
3
The person who’s unsure about virtual sessions for the only times that fit their schedule
4
The insurance-has-changed conversation — navigating emotions when you can’t change the policy
5
The caller who is talking endlessly on the intake consult call — learning to lead with empathy while moving things along
What you’ll practice and take away
âś“ Confidently and enthusiastically recommending intake openings — even when they’re not the client’s most convenient option
âś“ Building trust and making every caller feel genuinely welcomed from the first hello
âś“ Moving beyond “scheduler mode” to become a trusted guide throughout the intake process — making informed, personalized recommendations
âś“ Presenting the best-fit therapist in a way that highlights your practice’s value — specific to the client, not just their availability or insurance
Every skill practiced here is aimed at getting more clients access to care while growing your practice.
The Conversation Lab exists to “transform” inquiries into completed intake sessions — in other words, your client conversion rate.
Save your seat
Join the next Conversation Lab
Included free for Client Care Mastermind members; available as a paid workshop for everyone else.
2026 Friday Workshop Dates:Â Â 7/24, 8/21, 9/18, 10/16, 11/20, 12/18
Not a member yet? The Mastermind includes a seat at every single Lab, plus weekly meetings, KPI coaching, and the online community. Take a peek at Client Care Mastermind.
Practice the hard conversations before they count.
The next Lab is waiting — and so is your very next intake call.
Save My Seat