Get to Know Shelly Zettler, Customer Relations Specialist
Helping prospective clients schedule appointments is where the process starts for me. Most of our clients already know me before they arrive at their first session. I talked with them when they were first asking about counseling and again before their scheduled appointment to make sure they are ready to start.
Dayspring still embraces the personal touch and values human interaction. When you call us you are not going to talk with an AI to find help. Either myself or another employee will help you schedule an appointment.
By the time they arrive in the office I am certain they already know my voice. I help them get signed in, take any payments, and make sure they have signed all their documents. By getting these tasks done the counselor can focus on the client and not the paperwork.
Part of what I do is to ensure the client is comfortable and feels welcome. Being in a counseling office waiting room is a lot like at the doctors office but for counseling the client really should have a moment to relax. I offer the client a bottle of cold water to take with them into the session. It makes them feel a little more at home.
And afterwards I help them schedule their next appointment. My goal is to make sure the entire experience was beneficial and pleasant. Counseling is not a one and done type therapy. The average client returns for six sessions.
Balancing schedules for multiple counselors is difficult. I want every client to receive treatment as soon as possible. But once they begin treatment there must be openings in the schedule that meets the clients treatment program. To make this happen I have to ask clients to reschedule and normally I ask them to come in earlier than expected to fill a cancellation. I also maintain a list of clients that would like to move their appointments up.
I also work with the doctor offices on referrals of patients they think will benefit from counseling. We try to contact the new client that day and find the next available appointment that meets their needs. We know how frustrating it is when you have to wait several days to be called to set up your first appointment.
Public relations is as important as customer relations. Being able to visit the offices that make referrals is important to establish the trust. I find time to attend events that the Albertville Chamber of Commerce offers for networking and education.
I am a mother and grandmother. Family life is extremely important for me. Church is vital for me to reenergize and keep focused on helping others.
