Client-Focused Culture
Leslie Holley, owner of Healing-Circle in Silver Spring, Maryland, came from a large group practice in the Midwest and wanted to create a practice and space for BIPOC communities.
In Holley’s words: “Many things are misunderstood when it comes to brown and black populations as it pertains to mental health disorders and traditions.”
For her, making sure her staff understands the specific cultural and clinical needs of the client-base they serve has been crucial.
In her practice, Holley provides: 1) multicultural counseling training for her team, and 2) offers culturally-informed community events to help therapy feel more approachable and the clinical process feel more understandable to the specific audience they serve.
“I wish, when I started my practice, that I knew the growth potential is limitless. Coming into the entrepreneurial world, I was anxious about the possibilities to grow. I thought small because I didn’t know anyone of color expanding in such a way.”
As Holley and her team have taken time to identify the specific needs of their target client, they have expanded to offering a variety of services, including:
adolescence and women workshops,
individual and group supervision,
presentations and seminars,
and organizational consultations
Her biggest advice to other private practice owners: define your brand.
By establishing core cultural values and learning from her client-base, Holley has been more effective in her hiring and scaling process, searching for therapists bent towards the specific ethos of Healing-Circle and centered on putting clients first.
When meeting potential clients who share their past disappointments with “customer service” among other providers, Holley knows her practice can provide a better experience by going above and beyond on administration, email responses, appointment scheduling, dealing with copays and outstanding balances, and even the termination process.
It’s the gift that keeps on giving, and it has paid off with continuous word of mouth referrals that fit their ideal client persona.
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