Ep. 120 - Why Clients Stop Showing Up (and the Systems That Fix This) with Alissa Rumsey, MS RD CSCS

Alissa Rumsey and I went to dietetics school together almost 20 years ago (truly, how), and getting her on the show to talk about client retention was such a full-circle moment. Here's the big idea: when clients stop showing up after a few sessions, we tend to assume it's about motivation, money, or that they weren't "ready," but Alissa argues that most of the time it's actually a systems problem in our practice. The expectations we never set, the friction we didn't realize was there, the onboarding that quietly told them this would be a one-and-done. We get into what to audit in your client journey, why setting expectations on your website (and in your intake forms, and on your discovery call, and at the start of session one) changes everything, and the specific language she uses to build trust and create emotional safety before the work even begins. If you've ever felt like you're working really hard with clients who quietly disappear after session three, this is the conversation.Takeaways:Client drop-off usually isn't about motivation, it's about unclear expectations and friction in your systems. People stop showing up because they feel overwhelmed or ashamed, not because they don't care. Set expectations everywhere: your website, your intake forms, your discovery call, the start of your first session. Tell people explicitly that behavior change takes time, that you typically work with clients for X months, and what to expect at each step. Reduce friction in your booking process. Letting people schedule directly on your website (instead of having to email you first) removes a real barrier and saves your admin time. The first session is not a place to info-dump. A 15-page meal plan and a stack of handouts often makes clients feel overwhelmed, not supported... and they don't come back. Slow down and trust the process. Two small language shifts that build trust fast: opening session one with "how are you feeling showing up today?" and asking permission before giving suggestions ("how does that sound?"). Both give the client autonomy and signal that this is collaborative.Connect with Alissa:Website: https://www.theliberatedclinician.com Instagram: @alissarumseyRD and @theliberatedclinician Free Client Retention Workshop: https://www.theliberatedclinician.com/client-retention-workshop/ Client Retention Toolkit: https://www.theliberatedclinician.com/retention-toolkit/ Book: Unapologetic Eating by Alissa Rumsey - https://www.amazon.com/Unapologetic-Eating-Make-Peace-Transform/dp/1628604255Connect with Whitney:Follow Whitney on Instagram @whitneybatesonSubscribe & Review:If you’re enjoying the podcast, don’t forget to follow and leave a review! Your support helps others discover the show Hosted on Acast. See acast.com/privacy for more information.