de Shazer and Berg classified clients not by diagnosis but by the type of relationship between the client and the therapist. These are not labels but a description of what is happening at the present moment. The type can change even within a single session. Three types: Visitor — no complaint, no choice in coming; Complainer — there is a complaint, but no readiness to act; Customer — there is a complaint plus readiness to act.
Step-by-step guide
- In the first 10–15 minutes, identify the type of relationship
- For a Visitor: do not give tasks, give a compliment for coming, help find their own complaint, the goal is to turn them into a Complainer
- For a Complainer: give only observation tasks, deconstruct the frame "I cannot do anything", the goal is to activate awareness of their own role
- For a Customer: the full SFBT toolkit, action tasks, fast pace
When to use
- Throughout the session, especially at the start (the first 10–15 minutes)
- A referred client (school, court, doctor)
- A spouse who did not want to come
- A resistant parent
- Every client at the start of the work
Key phrases
Whose idea was it to come here? (for a Visitor)
What would have to change so that [the person who referred you] would stop worrying? (for a Visitor)
How will you know that these meetings are helping you specifically? (for a Visitor)
Let us find what is useful here for you (for a Visitor)
Okay, you see this is a problem. What of this might depend on you? (for a Complainer)
What have you already tried? (for a Complainer)
I want to suggest that you observe when the problem is a little less noticeable. Just notice. (for a Complainer)
Let us look in more detail at what this might look like (for a Customer)
What are you ready to try? (for a Customer)
Follow-up questions
How will you know that these meetings have been useful for you personally?
What in this situation depends on you?
Warnings
- ⚠️ Do not label — this is not a diagnosis but a description of the relationship at this moment
- ⚠️ It can change within a session — a Visitor may become a Complainer if they have found their own interest
- ⚠️ A Complainer toward action → only observation tasks; a Customer → the full toolkit
- ⚠️ Do not blame a Complainer — "You yourself are doing nothing" would be insulting. "What did you notice?" is softer
Source: de Shazer, Berg (early SFBT, 1980s)
Materials are informational and educational and summarize publicly available scientific sources. They are not medical or psychological advice, are not intended for self-diagnosis or self-treatment, and do not replace consultation with a qualified professional.