Information was collected from 158 consecutive new patients attending a Walk-in Clinic. Patients were called for a subsequent visit for a detailed interview. Thirty-nine percent did not report for the second interview. Suitability of &dquo;Customer approach&dquo; for both completers and drop-outs was examined. &dquo;Customer approach&dquo; correlated significantly with the &dquo;outcome measures&dquo; even when the patient became a drop-out. A greater number of completers felt that their problems had been understood and they had been helped during their first visit. Positive responses among the completers, under the category of &dquo;outcome measures&dquo;, were significantly different from those of the