Of the 5 roles of being a therapy business CEO, the role that tends to give therapists the most difficulty is the operations role.


It might be because we don’t save enough time for it- it always comes after everything else.

When you’re seeing clients all day, who has the time or energy to answer the phones, return calls, and do notes?

Yet, every business needs someone to oversee the operations so that the business can run smoothly.

There are four key steps to improving the operations of your business.

1)  Define your office policies using the business decision triangle
2)  Create action steps (procedures) defining how you want to enforce
those policies
3)  Document these action steps (procedures) in your Operations
4)  Decide who will oversee the operations of the business. (If you’re
in a solo-practice, you’ll be assigning this to yourself.)

Someone asked me recently, “Why do we need policies and procedures? That sounds like a lot of corporate nonsense to me.”

I understand the sentiment as we all have seen dusty policy and procedures manuals that have no usefulness. But let’s look at your practice. You understand that you need some type of cancellation/no-show policy for instance. Why is that? The purpose of that policy is to take care of the business while providing consistent expectations for the client.

And that’s the key reason for developing policies: to make your therapy business easier to run, while providing consistent experiences for every client.

That’s why you want to set aside time each week to complete the operations role in your business. It’s vitally important, even though often avoided!

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