How Clients Experience Therapy: From First Inquiry to the Waiting Room: An Interview with Michael Ashford

How Clients Experience Therapy: From First Inquiry to the Waiting Room: An Interview with Michael Ashford

Curt and Katie talk with Michael Ashford about how clients experience therapy before the clinical work even begins. They explore what therapists can learn from customer service, communication, and marketing to create a smoother, more supportive experience from first inquiry through intake, onboarding, waiting room logistics, and practice policies. This conversation looks at how clarity, thoughtful systems, and strong boundaries can improve client experience while also supporting therapists.

About the Guest Michael Ashford is the Senior Director of Marketing at Sign In Solutions and has spent the past decade building and leading marketing teams at companies large and small. Michael is a former award-winning journalist, a two-time TEDx speaker, and holds a Master’s degree in Communication from Kansas State University. Michael’s approach to marketing focuses on scaling companies through the power of effective communication, storytelling, and humanizing brands.

Key Takeaways

Client experience starts before the first session

Clear expectations reduce client stress and confusion

Website messaging, intake, and onboarding should feel seamless

Waiting room and check-in systems matter more than many therapists realize

Good customer service includes strong boundaries around time, fees, and cancellations

Full show notes and transcript: mtsgpodcast.com

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Modern Therapist’s Survival Guide Creative Credits: Voice Over by DW McCann: https://www.facebook.com/McCannDW/ Music by Crystal Grooms Mangano: https://groomsymusic.com/