Let’s be honest: in today’s world, most clients won’t even bother leaving a voicemail. If they call your office and don’t get an answer, they’ll likely move on to the next therapist who picks up. That’s why services like virtual receptionists are so valuable (but we’ll get to that later). However, for the clients who do take the time to listen to your voicemail recording and actually leave a message, you want to make sure that it’s working for your practice and not against it.
Your voicemail greeting and how you manage your inbox can either help you convert that caller into a client—or leave them less likely to book with you. That said, let’s explore how to set up your voicemail for success.
Create a Warm, Professional Voicemail Greeting
One of the biggest mistakes therapists make is not having a voicemail greeting at all. Not having a voicemail recording is a huge missed opportunity. If a potential client calls and hears nothing but a generic robotic message or, worse, nothing at all, it immediately feels impersonal and unprofessional.
For the clients who do leave voicemails, your greeting is often their first interaction with your practice. It needs to be clear, welcoming, and professional—but don’t make it too long. Keep it to the essentials, giving them everything they need in under 30 seconds (because no one wants to sit through a long greeting – and honestly, if it’s it too long, some might hang up midway). Here’s an example:
“Hello, you’ve reached [Your Name] at [Your Practice]. I’m currently in session or away from the office. Please leave your name, contact information, and a brief message, and I will return your call within one business day. If this is an emergency, please hang up and dial 911. I look forward to connecting with you soon.”
A clear greeting like this signals to the client that you’re organized, attentive, and care about their needs—qualities they’re looking for in a therapist.
Keep Your Voicemail Inbox Accessible
There’s nothing more frustrating for a client than sitting through a voicemail greeting, only to find out the inbox is full. Not only does this give the impression that you’re probably unorganized or unavailable for them, but it also means, even if they don’t jump to that conclusion, they literally can’t leave a message. This is a direct barrier in communication and makes them that much more likely to just call the next practice.
To avoid this, make it a habit to check your inbox regularly (weekly is best, but monthly at the least) and delete any unneeded messages to ensure it’s always open for new voicemails. Or, easier yet, just delete each voicemail once you’re done listening to it! This small step of having an available inbox shows professionalism and ensures clients can always reach you when they need to.
Provide Clients with Next Steps to Keep Them Engaged
If a client is going to reach your voicemail, there’s an opportunity to guide them toward meaningful next steps. Not everyone will want to leave a voicemail, but by providing them with essential information and/or alternatives, you increase the chances of keeping that connection alive.
- Set clear expectations: Let clients know when they can expect to hear back. For example, “I return all calls within one business day,” or, “I return calls between 9 AM and 12 PM on weekdays.” If your practice is closed on certain days, mention when you’ll be back to follow up. This gives clients a realistic idea of when they’ll hear from you, easing their concern that of how long they may have to wait or whether they’ll hear back at all.
- Announce availability: Stating “I am accepting new clients at this time” in your voicemail can be a powerful way to encourage prospective clients to leave a message. It immediately reassures them that you’re available and interested (just busy at the very moment), increasing the likelihood that they will follow through with contacting you.
- Prevent voicemails that won’t be a good match: If you’re fully booked or have specific restrictions (e.g., not accepting insurance), mentioning “I am not currently accepting new clients” or “I am unable to accept insurance” saves time for both you and the caller. Transparency here helps avoid mismatches, as clients can make informed decisions about whether you are a possible fit for them and therefore, whether to leave a message.
- Offer an online scheduling alternative: Direct clients to any available option for scheduling a free consultation or intake appointment, without waiting for a callback. For example state, “To book an appointment, please visit [your scheduling link] to conveniently schedule online.” This gives clients another option for immediate action and increases the chances of them booking with you, even if they don’t want to leave a voicemail. Plus, it’s one less voicemail to return but one more booking!
- Provide another method of communication: If you prefer a different contact method, let them know! Mention if you’re most accessible via email or text message. This can guide potential clients to connect with you in the way that works best for both of you, improving the chances of reaching them quickly.
But remember, keep it concise: The more concise and informative your voicemail is, the better. Stick to the most important information for your practice; don’t try to fit all of the above into one greeting!
4. Streamline Your Voicemail Management with Systems
Managing voicemail doesn’t have to be a big task. In fact, setting up systems can ensure voicemails are handled quickly and efficiently, without pulling you away from client care. Consider the following:
- Set up time blocks for returning calls: Create a daily time slot, preferably at the beginning of your day, dedicated to following up on voicemails. This keeps your day organized and ensures prompt responses to client inquiries.
- Delegate to a Virtual Receptionist: If you’re noticing that you have a high volume of voicemails, congratulations—you’ve set your voicemail up for success! But this might also be a sign of another issue: you’re not available to answer enough calls directly, which means you’re missing potential real-time connections with clients. A virtual receptionist can help manage your calls, ensuring that fewer messages end up in your inbox to begin with. And for those that do, they can immediately return calls on your behalf, keeping everything running smoothly while you focus on client care and can trust that you’re not missing out on potential clients.
Happy Highlight
Voicemail may not be every client’s first choice, but when it’s used properly, it can still play a valuable role in client communication. Setting up a warm, clear, and professional greeting, regularly managing your inbox, and guiding clients toward immediate next steps will improve their experience and increase your chances of converting that call into an appointment. And for those finding their inbox constantly full, it might be time to bring in a virtual receptionist to help manage calls and reduce the load.
