Response time expectations

Goal

Set clear expectations so clients feel held and admin operations run smoothly.

Client messages (logistics + scheduling with clients)

• Target: Please attempt to respond on the same working day when clients contact you about booking, cancelling, rescheduling, or other logistics (including session access issues).
• Sooner when warranted: If the situation is time-sensitive (e.g. trouble joining today’s session), respond as soon as you reasonably can.
• Channels: Email (required); text optional per associate—see Client communication norms. Clients may also use admin as a backup for scheduling help.

For messages that are not primarily logistics, follow Communication boundaries (brief acknowledgment; deeper work in session).

Admin referrals (warm vs cold)

New referrals are highly time-sensitive. Associates who respond right away usually convert better and fill caseload faster. Delay strongly predicts that the client never starts.

Early therapy: The same principle applies after the client has booked—when they are new, quick, reliable responses to logistics and scheduling messages help the relationship form and support retention in the first weeks.

• Cold referrals: Respond as quickly as you can while you are working (same day when feasible). Response time often determines whether the client books.
• Warm referrals: Respond the same working day when you are able; 24 hours as an outer bound if same-day is not genuinely possible.

If you choose to allow admin to text you, you are more likely to receive cold referrals (because quick response is often needed).

More detail: Client communication norms.

Boundaries

• Not a 24/7 hotline.
• Urgent concerns should be escalated to Katherine per clinic escalation guidance.