Thoughts From a Hybrid Practice Model with Jennifer Teplin

Artwork for podcast Creating the World's Best Client Experience

Episode 162 • 30th April 2026 • Creating the World's Best Client Experience • Alison Katschkowsky

In this episode, Alison dives into the unique intersection of self-care and the client experience, particularly in the wellness industry. She's joined by Jennifer Teplin, the CEO and founder of a transformative hybrid therapy practice that balances in-person and virtual services and they explore how this innovative model not only meets clients where they are but also enhances therapeutic outcomes.

Jennifer shares her entrepreneurial journey and the creation of Manhattan Wellness, which has grown from a small team to over 30 full-time therapists serving hundreds of clients weekly across several states. They discuss the importance of adaptability in business, notably how the pandemic forced many practices, including Jennifer’s, to pivot to virtual services. This transition led to unforeseen growth and allowed her practice to expand rapidly.

As they go deeper into the client experience, Jennifer unveils her “gold standard” framework, designed to ensure that each client interaction is exceptional, efficient, and compassionate. From rapid responses to inquiries to streamlined therapy matching, they explore the proactive measures her practice takes to eliminate friction points. For instance, Jennifer highlights the importance of immediate communication and personalized placement, which has significantly increased client satisfaction rates.

The conversation also touches on the work-life balance challenges that come with being an entrepreneur. Jennifer candidly shares her reflections on managing her responsibilities while preparing for her third child and how she strives to maintain self-care amidst the hustle. Her insights into setting boundaries and prioritizing non-negotiables are invaluable for anyone navigating similar pressures in business.

Jennifer’s commitment to continuous improvement is evident as she shares her strategies for hiring and training staff, highlighting the importance of nurturing talent within her practice. The innovative approach of bringing in clinical fellows not only serves clients in need of affordable therapy but also allows new therapists to gain meaningful experience and enhance their skills.

HIGHLIGHTS:

5:31 The Journey of Hybrid Therapy

11:18 Adapting to the Pandemic

15:16 Balancing In-Person and Virtual Therapy

21:00 Establishing a Gold Standard

24:31 Innovating Through Challenges

29:51 Taking the First Step

32:35 Prioritizing Self-Care as a Business Owner

connect with Jennifer

Get Therapy Tips: https://manhattanwellness.myflodesk.com/reframe

Manhattan Wellness: https://manhattanwellness.org

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