Encountering Memory Impaired Clients

Jackie Svoboda, Owner Luxury Landscape

Prior to launching a landscaping business, I spent almost 28 years in Physical Therapy with the last 10 as a Rehab Director. Throughout my therapy career, I encountered and worked with many patients with some level of memory impairment, from mild to severe. The patients in this population have always held a special place in my heart. I am by no means an expert in this field, but my hope for writing this is to share my experiences with my own customers, in hopes of helping other service-based businesses, who encounter clients with memory impairments. 

One afternoon, Co-Owner/husband Ken and I had an appointment with a potential client. One hour prior, I called to confirm the time. She agreed, however, a short time later, she called again to ask the time of the appointment. Puzzled, I reconfirmed. Upon our arrival, she gave us a confused look, even after we announced our names and our company. I reminded her that we’d  spoken an hour earlier. With a blank stare and no response, she led us to the area in the front yard that she wanted updated. As we asked questions about what she envisioned, she asked us how long we were gone on vacation. I politely responded that we hadn’t been away for some time as it was our busy time of year. She snapped back that she had to wait two months for this appointment. Now, I realized this client had some level of memory impairment. Given my past experience, I knew how to move forward and apologized for the amount of time she had to wait (even though it wasn’t even two weeks). I told her how excited I was to hear her ideas. We did get the contract, and it was fun getting to know this client’s spunky personality.

It can be difficult to identify a customer with memory impairments, as the signs may not show until further interaction. Some forget pieces, or all, information and some get upset or angry when reminded. It can’t be taken personally. I find it extremely helpful to schedule a family member, neighbor or caregiver to be present for appointments. I smile, speak clearly, calmly and slowly and expect to repeat myself, without frustration. I find that having inspirational photos of the project to share with the client can be a positive tool. While I’m on site with the client, I write down topics discussed on our letterhead, with the date, time and my signature to give to the customer to review after the appointment has ended. 

So, when dealing with a client who may seem “difficult” or needs extra attention, just remember it may be a condition they have no control over. Treat them like you would want your family member to be treated. Kindness and patience go a long way. Every client deserves our best service and communication, despite physical or mental impairments.