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  • 1. Glenn Livingston, Ph.D. Time Management for Coaches This is a Transcript of a FREE Full Length Audio Which You Can Download Here: http://coachcertificationacademy.com/SendTime.htm?n=1 Sharon Livingston, Ph.D. Glenn and Sharon Livingston have sold over $20,000,000 in consulting and/or coaching services. Glenn has worked with over 1,000 coaching clients and directly supervised many coaches and psychotherapists. (And Sharon has worked with over 60,000 people in a group format!) The Livingston's previous work and theories have also appeared in dozens of major media like those listed here. And Glenn was raised in a family of over a dozen helping professionals (psychologists, social workers, counselors, therapists, etc)… it's in his blood! A QUICK NOTE BEFORE WE BEGIN: In Just 12 Weeks You Can Become a Certified Professional Coach, Confident in Your Ability, and Fully Equipped to Grow a Thriving Practice from Anywhere, or Your Money Back! Because the ICCA certification program was developed by over the course of more than 24 years with literally thousands of clients, we're convinced it will give you MORE skills and confidence to start a successful practice than any other program on the market. By the time you've earned your credentials we know you'll be secure in your ability to work with clients, produce results, and to build a thriving practice... Therefore, if you feel it wasn't the BEST CHOICE for your training and certification for any reason—right up until the last day of class—just show us you've actually completed 75% of the assignments and let us know you'd like your money back. We'll promptly return every penny! Ask any other competitor offering a live, interactive certification program about their guarantee... You'll probably find they require large, non-refundable deposits, and won't refund your tuition after classes begin. Combined with our more-affordable-than-most tuition, financing, and payment plans, we think your choice is clear! For rock solid proof the program works, and how to get started right away please click below now: www.BecomeARealCoach.com (Other coach training programs and resources also available on the "Programs" tab once you reach the site)
  • 2. Sharon Livingston, Ph.D.: So Glenn, what’s the topic this time? Glenn Livingston, Ph.D.: It will be time management for life coaches. Sharon Livingston, Ph.D.: I understand that you have a unique approach to discussing time management. Glenn Livingston, Ph.D.: Yeah, because I don’t think that the logistics of time management are anything special. Sharon Livingston, Ph.D.: What do you mean? Glenn Livingston, Ph.D.: Well I mean, everybody and his dog has produced a course on time management. They’ll talk about batching similar tasks together, trying to do your calls, during one time through the day. So for life coaches, they’ll leave a half an hour in the middle of the day, so they make sure that they get some calls done and a half hour at the end of the day. And, when to do your charts. I think that kind of stuff is fairly intuitive and in my point of view, a little bit boring to talk about. What I think is much more important, is that time management in life coaching is much more about; do your clients respect your time? And how to get your clients to respect your time, because once your clients respect your time, you can really creatively craft your schedule just about any way that you want to, or whatever works best for you. Sharon Livingston, Ph.D.: And one of the things that I love about what you’re saying, if you want to be client focused, is that when your client respects your time, that’s a way they start respecting themselves. Glenn Livingston, Ph.D.: Yep. Sharon Livingston, Ph.D.: So, it’s really helpful to them if you can model good time management for yourself. Glenn Livingston, Ph.D.: Yes. Sharon Livingston, Ph.D.: Well, what do we do? Glenn Livingston, Ph.D.: So, there are a couple of places where I see, when I supervise a new life coach or even a psychotherapist… Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: Even experienced psychotherapist’s make mistakes. It’s that there’s a couple of places in the beginning, in the very first interactions you have with your client that can train them to either; think of you like an emergency room doctor, who should be there at their beck and call right away. Or train them to respect your time and value the work that they do with you much more from the get go. And, one of the first thing has to do with how you set up the first and second appointments, because if you give a client the exact appointment that they want right away, even if you happen to have it available, it leads them to expect that, you’re going to be working on their schedule. And some people have difficulty with this, because they feel that, you know, they get through the first 15 or 20 minutes on the telephone with the client finding out what the reasons are for them calling and why now and they make the contact and then it comes time to set up the appointment and the client says; well, I get off of work on Wednesdays at six o’clock, is it possible that we can do next Wednesday at seven. And the new life coach looks at their schedule and seven o clock is wide open and they are kind of thinking; yeah, I’ll get up at 2 o clock in the morning on Sunday, if you want, if you want me to because I want clients. And, they’re really very tempted, especially if they’ve made a nice connection with that client to say; yeah I can definitely do that. Sharon Livingston, Ph.D.: Yeah, like one of the problems immediately, is even asking the patient or the client what would work for them, instead of saying; I have these times available are any of them available for you? Something like that?
  • 3. Glenn Livingston, Ph.D.: That can be a little bit too frustrating for the client, if you present the times first. Sharon Livingston, Ph.D.: What do you recommend? Glenn Livingston, Ph.D.: Well, what’s good is if you can get a sense of their schedule, so that they feel like you are relating to them, and then present to them; well, okay the next couple of weeks it’s a little bit difficult for me to work out seven o'clock on Wednesday. I think that I might be able to do it, and then you give them a date. And I can probably do seven thirty on Wednesday the eighteenth or something like that. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: And you have them call back about a week later to confirm. Tell them that you have to just confirm something in your schedule and could you check in with them? Would they mind calling you in about a week, to confirm that that’s still a good time for them and it’s still a good time for you and then you’ll book the appointment. Sharon Livingston, Ph.D.: What if the person says; I have a job interview in three days. This is really urgent, I need to get some advice urgently, before I go on the job interview. Glenn Livingston, Ph.D.: Oh, well you know I have another ten or fifteen minutes now. We can talk right now. You know, while I’m on the phone with you. We can talk for a few minutes. Sharon Livingston, Ph.D.: You think that’ll be enough? I mean this is like the most important job interview of my life. Glenn Livingston, Ph.D.: Well, why don’t we try and then if we have to, I can look to see what I might have available. See if it’s possible for me to work something out. Sherry hunny, I’m not saying that you should be rigid about this. I’m saying this more as principle. If someone has a genuine emergency or a genuinely urgent need, and you don’t have a very strong connection with them. You don’t want to frustrate them too much. To take the extreme example of that, when I was functioning as a psychologist, and I would get a call from a suicidal client, I wouldn’t say, you know, {laughter} I’m sorry I can’t see you for two weeks. I would spend a little longer on the telephone then I normally would with a new client. And I would get them in as soon as I could. Sharon Livingston, Ph.D.: But also, don’t you think that with a suicidal patient or someone who has extreme urgency for whatever, that might not be the best patient and maybe that’s an emergency room kind of situation? Glenn Livingston, Ph.D.: You have to make decisions about that, you really do. The principal is to make a judgment call about the level of frustration that you can impose with regards to the scheduling of the first and second appointments. In the beginning of your practice, you’ll usually err on under frustrating people, and they won’t respect your time as much. But, you can train people over time. Sharon Livingston, Ph.D.: Right. Glenn Livingston, Ph.D.: You know, because there’s every reason for them to expect that you’re going to be getting busier as time goes on. Sharon Livingston, Ph.D.: Right. Glenn Livingston, Ph.D.: And you’ll have more of a connection with them as time goes on. Sharon Livingston, Ph.D.: And can I back up for just a second, also. I love what you’re saying. I think it’s really super. The other thought I had was part of what could happen there, is if, as a life coach, you know, you’re sitting at the phone waiting for it to ring, instead of letting the voice mail take the message, you answer the phone. And the person expects you to be there and answering the phone when they call to make an appointment.
  • 4. Glenn Livingston, Ph.D.: Right, so if you respond with immediacy to their urgent needs, you aren’t giving yourself the time to access your creative brilliance and think through what they’re presenting to you, to think through the message. And you’re not giving the client the perception that, they’re worthy of that thought and time and energy. Sharon Livingston, Ph.D.: And that they have the capacity to get through an urgent moment. Glenn Livingston, Ph.D.: Urgent response should really only be for urgent needs. Sharon Livingston, Ph.D.: Good. Glenn Livingston, Ph.D.: So, that’s different from saying that I’m never going to respond urgently. But, it’s only a response to urgent needs. The other thing is that if you were going to go for brain surgery… Sharon Livingston, Ph.D.: {laughter} Glenn. Glenn Livingston, Ph.D.: I heard Dan Kennedy say something about this. If you were to go for brain surgery… Sharon Livingston, Ph.D.: Uh-huh. Glenn Livingston, Ph.D.: Do you want the doctor that’s gonna fit you in right away? Sharon Livingston, Ph.D.: I don’t think so. {laughter} Glenn Livingston, Ph.D.: {laughter} Sharon Livingston, Ph.D.: Well, unless I am having a hemorrhage. Glenn Livingston, Ph.D.: Right. Yeah, so people will complain and they’ll come in for their session and they’ll say; it was really annoying to me that I couldn’t get an appointment sooner. But over time, they respect you more, because they perceive you as a busy and competent life coach… Sharon Livingston, Ph.D.: Right. Glenn Livingston, Ph.D.: And they’ll take what you have to say more seriously and… Sharon Livingston, Ph.D.: Right. Glenn Livingston, Ph.D.: The work becomes more valuable to them and they’re willing to pay you more. That whole set of values that goes along with de-commoditizing yourself, also goes along with not allowing them to control your schedule like that. I think that new clients need more urgent response then established clients. Sharon Livingston, Ph.D.: And when you say urgent now, what do you mean? Glenn Livingston, Ph.D.: More prompt response. Sharon Livingston, Ph.D.: Mmhmm. So like maybe, a few days or a week, verses a couple weeks. Glenn Livingston, Ph.D.: Well, I wish I could give you a formula, and this is something that you get a sense of as you begin to work with people. Sharon Livingston, Ph.D.: Because you heard the urgency in my voice. {laughter} Glenn Livingston, Ph.D.: Yeah. What I usually tell people. If you’re getting calls from the yellow pages, where people don’t know you and they’re in the middle of shopping around for life coaches and you’re in a very competitive environment, now remember, that’s not the stepladder marketing environment that we are marketing. But if you were just getting a call or somebody’s referred by somebody, then you want to get back to them very quickly. And you probably want to get them into see you that week, if you can. Sharon Livingston, Ph.D.: Mmhmm.
  • 5. Glenn Livingston, Ph.D.: You might want to get them an appointment that week if you can. When you are working with the life coaching stepladder business model, remember the people that are calling you have been reading your newsletters for a while. Sharon Livingston, Ph.D.: That’s right. Glenn Livingston, Ph.D.: They’ve been listening to your audio touch points. They’re very connected to you. You already feel like their new best friend, so what’s most important there, is that they get to make that initial contact on the telephone for a few minutes and you see that you might like to work with them. Usually, you’ll be able to put off the first appointment for two weeks at least. And, that will give them time to look forward to it and think about what they want to work on. And you can tell them if they want to write to you before then, that’s perfectly fine. You’ll read it before the appointment. Usually, you can put it off for two or three weeks. And I recommend that you do if you can. Sharon Livingston, Ph.D.: But why? Why should I put it off for two to three weeks? Glenn Livingston, Ph.D.: This is the foundation of your practice. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: And, the people who will drop out in those two weeks, because they’ll say it’s too long for them to wait. Those are the people that are going to be less capable and less coachable overall. Because they’re not capable of holding their thoughts and feelings and anxieties and concerns for that long of period of time. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: So, what will happen is, you’re gonna build the foundation of your practice on people that are very capable and competent. The kind of upper end of the human spectrum. Sharon Livingston, Ph.D.: So, you’re more likely to get paid. You’re more likely to have people who are gonna hang around for a while. Glenn Livingston, Ph.D.: Yes, to get value out of coaching, you have to be the kind of person who remembers what was said… Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: Thinks about it. Makes, ruminates about it. Makes plans to execute it and can hold you in mind even when they’re feeling bad inside. Sharon Livingston, Ph.D.: Right. Glenn Livingston, Ph.D.: The setup we’re talking about with this frustration built in, in the very beginning, screams for people who are more likely to be those kind of people. And the people that can do that, are more likely to be higher income and able to pay you more. And just generally, a much more satisfying way to run a practice. Sharon Livingston, Ph.D.: And allow you to create your time the way you want it, so you can have a more satisfying career. Glenn Livingston, Ph.D.: Thank you, my marketing wife. That’s definitely a good marketing point. What I would say is, for the people that are coming in through the stepladder marketing system. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: I would use about two weeks as a guideline to start with and if you get a lot of people dropping out and you’re just not making your numbers. Then bring it in, frustrate them less. If you are overly busy and you don’t want to have as many appointments as you do, and you only want people who are much more proactive and much more able to handle frustration. Sharon Livingston, Ph.D.: Highly motivated.
  • 6. Glenn Livingston, Ph.D.: Yeah, then you push it out a little bit. And you and I both work with a personal coach, where you can’t get an appointment for six months to a year. Sharon Livingston, Ph.D.: Right. Glenn Livingston, Ph.D.: And, I’m like that now. You can’t get an appointment to work with me for six months to a year. Sharon Livingston, Ph.D.: I know! And I’ve been meaning to talk to you about that. Glenn Livingston, Ph.D.: {laughter} This was the last point that I would like to make about people coming in for the stepladder process is. When you install your newsletter, each newsletter is going to have a subject line and a lot of people will come in, in response to one of those emails and you’ll be able to tell what email they’re responding to. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: Of course, that is important because you want to watch what emails are getting the best response and gradually track your emails to model that. But it’s also important for setting these initial parameters, because if you know they are responding to an email that is very early in the sequence, then they’re likely not as bonded to you. And not the kind of person that takes a very long time, and hold something in mind. And it’s probably an impulsive decision and that person might need to get in a little sooner. And if the email that they’re responding to is much later, and they’re talking about audios that they’ve head, that you know don’t go out until, you know, the two week period or something like that. Then you know that much more about them from the marketing process itself. Sharon Livingston, Ph.D.: I also want to say, if someone coming in early might have been looking for a long time, and you might have hit it on the mark. I’m thinking about myself, I tend to be a very enthusiastic person and when I see something I want, I know what it is. And I would go after it sooner then later. Glenn Livingston, Ph.D.: Mmhmm. Sharon Livingston, Ph.D.: And you know how committed I am to working on things, it doesn’t mean that I wouldn’t work hard. It means that I’m enthusiastic. So, it’s not necessarily. Glenn Livingston, Ph.D.: It’s not always true. It’s just a guideline. And in terms of selling, you’ll have a higher close rate, when people are in heat. And in the Step Ladder Marketing System, as soon as they sign up for the newsletter, that’s when they were proactively searching. Everyday that goes by after that, is a day after they first had it in mind to solve that problem. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: So, you’re going to have a little bit of a higher close rate with the people that call you right away. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: But my experience is that those people sometimes are also a little more impulsive and harder to keep as clients. So, these are just guidelines. Sharon Livingston, Ph.D.: Now, I know I’m an exception to the rule that way, because I have a combination of impulsiveness, as well as, intuitiveness. Glenn Livingston, Ph.D.: You definitely do. Sharon Livingston, Ph.D.: And not everybody does, and I totally get what you’re saying. Glenn Livingston, Ph.D.: Cool. Cool. Sharon Livingston, Ph.D.: What about the missed appointment thing?
  • 7. Glenn Livingston, Ph.D.: Well, I think that it’s very important to teach people that they need to pay for missed appointments within a certain time frame. And a lot of coaches feel funny about this, this is less of an issue if you’re charging on a monthly basis. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: I tend not to charge on a monthly basis until, I’ve got a very well established relationship with the client and I know they respect my time and not take advantage of that. Because, if they start missing appointments, they’re going to start to think that, well, they can just reschedule it another time in the month. Sharon Livingston, Ph.D.: Right. Glenn Livingston, Ph.D.: But they’re not recognizing that you scheduled your day around that. Sharon Livingston, Ph.D.: And that’s a loss of income. Glenn Livingston, Ph.D.: So, I tend to prefer to charge by the appointment, and different coaches feel differently about that. And generally, in the life coaching profession, people like to charge by the month, I prefer to charge by the appointment, unless I know the person very, very well. On the other hand, so some coaches don’t feel comfortable charging their clients for missed appointments. Sharon Livingston, Ph.D.: I’m still not clear, could you say why? I didn’t understand why for the appointment verses by the month. What’s the advantage in your mind? Glenn Livingston, Ph.D.: If you’re charging by the month, then, first of all, I would never charge by the month in the first three or four months, because I always want to set up a trial period with clients. And I don’t want to establish too much regularity initially, before I’ve had a chance to really study, whether I’m going to be able to help them significantly. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: Because once you set up that regularity, it’s more painful for them to break it, if we have to. Sharon Livingston, Ph.D.: So you want to have their welfare in mind. Glenn Livingston, Ph.D.: Yeah and I think we talked about it in the mistake that life coaches make modules, so I don’t want to go into about it too much here. Sharon Livingston, Ph.D.: Okay. Glenn Livingston, Ph.D.: Financially, from a time management perspective, the reason that I prefer to charge by the appointment is that if I’m paying you $1000 a month and our understanding is that we’re going to have four appointments a month, and let’s say that my regular appointment is Wednesday at seven. And I forget oneWednesday at seven. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: There’s a, kind of a natural built in expectation that you’re going to make up that appointment for me, because I’m paying you for four appointments a month. Sharon Livingston, Ph.D.: Oh, see I thought of it just the opposite. That’s interesting. Glenn Livingston, Ph.D.: How did you think of it? Sharon Livingston, Ph.D.: I thought of, well I’m, paying a monthly fee and if I missed the appointment, that’s my loss. Glenn Livingston, Ph.D.: That’s a very mature adult way to look at it. Now, I have done a tremendous amount of experimenting with this, and the coaches that I supervised that do monthly work, they are very happy with it so, this is an area where I’m giving you the … Sharon Livingston, Ph.D.: Trial and error.
  • 8. Glenn Livingston, Ph.D.: But you can your own. But the experimenting that I did with it, I found it to be more difficult. Sharon Livingston, Ph.D.: Interesting, okay. Glenn Livingston, Ph.D.: It’s a very easy place to lose a client, when they miss an appointment and you try to explain to them that they need to pay for it. It’s a very easy place to lose them. Sharon Livingston, Ph.D.: They can get pissed off. Glenn Livingston, Ph.D.: Yeah. Well, and rejected and hurt and it reminds them that they’re paying. They feel like they’re paying for love. And they’re not paying for love, but they feel like they’re paying for love. Sharon Livingston, Ph.D.: Right. And there’s some justification for that. Like to feel like you’re paying for getting attention. Glenn Livingston, Ph.D.: Yeah. Sharon Livingston, Ph.D.: And even if it’s not therapy, there’s transference that happens, people feel like you’re supposed to be their best friend and to take care of them. So it makes sense what you’re saying.. Glenn Livingston, Ph.D.: Mmhmm. Sharon Livingston, Ph.D.: Good. Glenn Livingston, Ph.D.: There’s a number of different ways to approach the; you have to pay for missed appointments problem. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: And, I want to go over the different ways that people do that. And then I want to tell you how I recommend that you do that, because this has worked exceptional well for me. Sharon Livingston, Ph.D.: Very good. Glenn Livingston, Ph.D.: Maybe people will put it in their initial contract. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: You know, in life coaching, it’s very important to have a signed contract, so that people know that they’re not in psychotherapy and how much they are going to pay for appointments. There’s an example contract in the manual. Sharon Livingston, Ph.D.: Good. Glenn Livingston, Ph.D.: I think that it’s really fine to have it in the manual, but I also find that when you do that. That people forget. And, it’s not really a legal situation, I mean in the end I suppose it could be a legal situation if you want to sue them. But you never do. Sharon Livingston, Ph.D.: Right. Glenn Livingston, Ph.D.: It’s more of a personal empathic and loving situation that you have to solve to teach them this without hurting their feelings too much and pulling out the contract and saying; look here, you signed that, is kind of, not the way I would recommend doing it. Here’s what I do. I prefer to wait until it happens one time. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: And assume I’m not going to get paid for that one time. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: This is a price that I pay for educating…
  • 9. Sharon Livingston, Ph.D.: For teaching. Glenn Livingston, Ph.D.: For teaching and educating my clients. And it almost always happens once with everybody. I usually waits until it happens one time and then I look for a time during their next appointment when they’re pausing. Never at the end of the session, either at the beginning of the session, if it seems like they are not feeling too pressured about anything. Or, you know, in the middle of a session. Never at the end of the session, because you need have some time to work through the reaction to it. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: And I ask them if it’s okay if I can mention something to them. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: I always ask their permission to that first, to make sure that I’m maintaining the philosophy that their thoughts and feelings are first and foremost. Sharon Livingston, Ph.D.: Makes sense, good. Glenn Livingston, Ph.D.: Because I don’t just blurt this out, I have to know if it’s an okay time to mention something to them. Then I’ll say something like; now Sharon, I don’t want you to pay me for the last session, because I’m not sure if I made it clear to you previously, but I want to let you know that I charge for any time booked 48 hours in advance. SO what that means is, is if your appointment is on Wednesday at 7 pm, you can me all the way up to Monday at 6:59 p.m. and you wont have to pay for the appointment if you need to cancel. Sharon Livingston, Ph.D.: Right. Glenn Livingston, Ph.D.: And you’ve noticed that I’ve phrased that, it’s almost like advertising copy. Everything’s in the positive. Sharon Livingston, Ph.D.: Mmhmm. Glenn Livingston, Ph.D.: I don’t say you have to pay for missed appointments. I point out how they can work it out how to not pay for missed appointments. Sharon Livingston, Ph.D.: Right. Glenn Livingston, Ph.D.: So that’s the benefit. So I emphasize their control and the benefits that we have to them. Now, once in while you’ll get a client that repetitively cancels, they’ll call you at 6:59 every Monday night and cancels. Sharon Livingston, Ph.D.: Right. Glenn Livingston, Ph.D.: That’s a sign that you’re giving them too many regular sessions. And they’re not perceiving enough value in the sessions themselves. So you really have to go back and reevaluate what’s been happening and whether the coaching is going the way that it should. Because if the client is getting value and solving their problems and goals. Then, they should really be interested in making their coaching session a high priority. Sharon Livingston, Ph.D.: Right. Glenn Livingston, Ph.D.: So, if that’s not happening, that’s a sign that something really needs to be looked at and you should go back over your notes and try to figure out what it is for yourself personally, before you try to ask them questions about it. And sometimes you an actually bring it up to the client and ask them if they’re aware that three of the last four weeks they’ve called to cancel their appointment at 6:59 on Monday. Sharon Livingston, Ph.D.: {chuckles}
  • 10. Glenn Livingston, Ph.D.: And you anted to know if they’re aware of that and what their thoughts were about it. That can often lad to an exploration of what they need to get from the coaching that they’re not getting and you can often resolve it like that. And sometimes, just bringing it to their attention is enough to stop it. Sharon Livingston, Ph.D.: Or it might truly be, I’m thinking about when I’ve made the wrong decision about a coach and I didn’t have the guts to quit. That I’d start missing appointments. Glenn Livingston, Ph.D.: Yep. Sharon Livingston, Ph.D.: Makes sense. Glenn Livingston, Ph.D.: Yeah, and it’s okay if people leave. Sharon Livingston, Ph.D.: It has to be, because they’re gonna. None of us is the prefect match for every client. Glenn Livingston, Ph.D.: There’s also a few ways that you can lessen the rejection that people feel about paying for missed appointments. You can make sure that they know that you still dedicate that time to them anyway. Because if you’re going to charge for it, then you really have to be giving them value for it, right? Sharon Livingston, Ph.D.: Make sense. Glenn Livingston, Ph.D.: So what does that mean? It means that you keep the phone line open during the time that you’re by the phone. So if they remember half way through that, they can get a hold of you. It means that, you can use the time to think about them, to meditate about their problems, do some journaling about it, look over their, your notes about them, look through their chart, if you recorded any sessions, go back and listen to them and see what might be going on. You wanna use that time for them and let the clients know that you’re doing that. They will often tell you that they don’t believe you. Sharon Livingston, Ph.D.: Right. Glenn Livingston, Ph.D.: And just say; well test me, just pick up the phone and call, call me twenty minutes late one time and you’ll see what happens. And you better be sure that you’re doing it when you do that, Sharon Livingston, Ph.D.: Right. Glenn Livingston, Ph.D.: Because you’ll lose the client otherwise. So, those are the philosophical tips that I have to help your client to respect your time and to train them to respect your time. There’s a couple of logistical tips, specific for life coaching that I thought we should review. Sharon Livingston, Ph.D.: Okay. Glenn Livingston, Ph.D.: One is, to resist the urge to schedule people back to back all day long. I remember when I Sharon Livingston, Ph.D.: {laughter} I remember. Glenn Livingston, Ph.D.: You remember right. I had fourteen people in a row. I have fourteen people in a row on Mondays for a while. Sharon Livingston, Ph.D.: I remember those fourteen people. Glenn Livingston, Ph.D.: Yeah. Sharon Livingston, Ph.D.: Not the fourteen people, those fourteen people days. Glenn Livingston, Ph.D.: You really can’t take care of them all ethically and properly if you’re going to do that. Sharon Livingston, Ph.D.: You can’t take care of yourself. Oh my God.
  • 11. Glenn Livingston, Ph.D.: That’s the issue, you’re gonna burn out. It’s important to teach your clients how long your sessions actually are, and this usually is a conversation that occurs in the first phone call or the first appointment. Sharon Livingston, Ph.D.: Uh-huh. Glenn Livingston, Ph.D.: People would frequently ask me how long the appointment is for. And I’ll usually say; well, you know, it’s forty-five minutes, but I don’t have an egg timer that goes off or anything after forty-five minutes. So, if you’re in the middle of talking about something, we can go for… Sharon Livingston, Ph.D.: So when did you get start using that egg timer? Glenn Livingston, Ph.D.: {laughter} Sharon Livingston, Ph.D.: {laughter} Glenn Livingston, Ph.D.: Some clients have difficulty ending the sessions, on a regular basis. And if you notice that that’s the case, then about fifteen minutes before the end, you just gently mention that; you know Sharon, I just want to let you know that we’ve got about fifteen minutes and if there’s anything that you want my direct help about or you want to ask me questions about I want to leave you time to do that. And then you let them know again in about five minutes and then if they’re still having trouble ending the session, you say; well, you know, you can write to me. You can always write to me or leave me a message on the phone tomorrow or something like that. . Sharon Livingston, Ph.D.: So, get the hell off the phone’s not a good idea? {laughter} Sharon Livingston, Ph.D.: I’m sorry. And I think we’ve all had clients who’ve wanted to abuse the time because they have a hard time letting go. And it’s because they really like you and they need and they want. Glenn Livingston, Ph.D.: And it’s more then that. They’re scared they’re going to lose the connection. Sharon Livingston, Ph.D.: Right. Glenn Livingston, Ph.D.: And so when you tell them, you can always write to me. You can always leave me a phone message if you want. You can even say, I’d like it if you left me a phone message. Some people are frightened to do that. They think that they are going to be overwhelmed with phone messages and calls, but it actually has the opposite effect. Sharon Livingston, Ph.D.: I agree with you, totally. Glenn Livingston, Ph.D.: Those are the basics of time management for life coaching. I think that it’s something that you develop over time. And I suppose what I want to warn people about , is it’s harder than it sounds for the first six months or so. Sharon Livingston, Ph.D.: Because you’re so tempted and so enthusiastic and you want to please everybody and you want to get going. And then you really can burnout. And I don’t know if you said this already, I was listening to what you said, but I think it’s so important because it’s something that I don’t do. Like when I’m doing my, like interviewing schedules. I’ll be scheduled one on top of another without like a 5-minute break to go to the bathroom. And boy, I’ll tell ya that five minute break makes a big different. To go to the bathroom, get a glass of water, a cup of tea, whatever. I need that. I really need that to make the transition and there have been times when I don’t have it. And that’s when I get really exhausted. Glenn Livingston, Ph.D.: I recommend, at minimum, that people have forty-five minute sessions and schedule their appointments on the hour. So they’ve got fifteen minutes between each one, because that’ll turn into ten minutes between each one. If I can get people to do it, I tell them to put a half an
  • 12. hour between appointments, instead of fifteen minutes. But, what happens is, that early on in your career you’re eager to be making enough money to do it full time and so you’d want to make the most you can out of the hours that you have and… Sharon Livingston, Ph.D.: Or you want to consolidate the day, so you’re done when you’re done. Glenn Livingston, Ph.D.: I find that coaches don’t actually get to the point of doing that until they’re charging much higher fees and are very confident in the stability of their practice. Sharon Livingston, Ph.D.: And they are working the amount of hours that they want to work, rather then the overworking. Glenn Livingston, Ph.D.: Yeah. You got it. Sharon Livingston, Ph.D.: Okay, cool. Glenn Livingston, Ph.D.: Okay, thanks Sharon. Sharon Livingston, Ph.D.: Thanks, Glenn. (End File) Glenn Livingston, Ph.D. Time Management for Coaches This is a Transcript of a FREE Full Length Audio Which You Can Download Here: http://coachcertificationacademy.com/SendTime.htm?n=1 Sharon Livingston, Ph.D. Glenn and Sharon Livingston have sold over $20,000,000 in consulting and/or coaching services. Glenn has worked with over 1,000 coaching clients and directly supervised many coaches and psychotherapists. (And Sharon has worked with over 60,000 people in a group format!) The Livingston's previous work and theories have also appeared in dozens of major media like those listed here. And Glenn was raised in a family of over a dozen helping professionals (psychologists, social workers, counselors, therapists, etc)… it's in his blood! In Just 12 Weeks You Can Become a Certified Professional Coach, Confident in Your Ability, and Fully Equipped to Grow a Thriving Practice from Anywhere, or Your Money Back! www.BecomeARealCoach.com
  • 13. In Just 12 Weeks You Can Become a Certified Professional Coach, Confident in Your Ability, and Fully Equipped to Grow a Thriving Practice from Anywhere, or Your Money Back! Because the ICCA certification program was developed by over the course of more than 24 years with literally thousands of clients, we're convinced it will give you MORE skills and confidence to start a successful practice than any other program on the market. By the time you've earned your credentials we know you'll be secure in your ability to work with clients, produce results, and to build a thriving practice... Therefore, if you feel it wasn't the BEST CHOICE for your training and certification for any reason—right up until the last day of class—just show us you've actually completed 75% of the assignments and let us know you'd like your money back. We'll promptly return every penny! Ask any other competitor offering a live, interactive certification program about their guarantee... You'll probably find they require large, non-refundable deposits, and won't refund your tuition after classes begin. Combined with our more-affordable-than-most tuition, financing, and payment plans, we think your choice is clear! For rock solid proof the program works, and how to get started right away please click below now: www.BecomeARealCoach.com (Other coach training programs and resources also available on the "Programs" tab once you reach the site) www.BecomeARealCoach.com © Psy Tech Inc. All Rights Reserved. (The International Coach Certification Academy is a For Profit Division of Psy Tech Inc.) LEGAL DISCLAIMER: For education only. Use is subject to the Disclaimer and Terms of Use Agreement on www.BecomeARealCoach.com (CoachCertificationAcademy.com) which you agreed to prior to downloading. Although these are materials are legally copyright Psy Tech Inc., you may copy and distribute them provided all the following conditions are met: (1) you do not charge for the materials; (2) you do not alter anything within the materials; (3) you require anyone you distribute these materials to agree to the Disclaimer and Terms of Use Agreement on www.BecomeARealCoach.com (CoachCertificationAcademy.com) before providing access to said materials.