I give all new clients 15 minutes extra on the first appointment, this enables the therapist to develop a relationship with the client by going through the record card with them, hilighting so many areas for potential treatment. We have noticed a dramatic increase in clients with PCOS for instance and the personal consultation allows us to begin a process of advice, treatment and support (in tandem with their doctor of course).
Most of my clients are high end and they are all to willing to provide the information, I also have a statement at the end of sheet that informs them of my legal compliance with data protection. I have had a couple of clients ask why I need so much information, but once I point out that it's for their protection as certain treatments can trigger certain health complaints, I also add that I consider it unethical if a therapist were prepared to work with you not knowing your medical history, as there's a potential to trigger allergic reactions etc. They're always more than happy to divulge after this, if only to shut me up!
It may be worth considering, and I offer this gently and tactfully, your approach. I do not like the bright and breezy approach in salons - particulary if your client base is high end (although I know everywhere is different), try visiting high end establishments and observe how they treat their clients, you will oft see a more formal attitude is adopted, this is one of the reasons my clients love coming in, I treat them like royalty regardless of their status in life, to be honest I have no idea where they sit in the social pecking order as looks are no indication of wealth, class or breeding, the one thing they all have in common is exceptionally nice manners.
I'm not implying anything by this or trying to be rude, but if you are having a consistant problem it is often helpful to analyse every element of the equation.
