This comparison draws in part from “Your Client Is NOT Your Customer” by Mellanie Page (BehaviorLive), and extends it with peer-reviewed research from our library of 27,900+ ABA research articles. The decision framework, BACB ethics code references, and cross-links below are synthesized by Behaviorist Book Club.
View the original presentation →One of the most consequential decisions a behavior analyst makes is not just what intervention to use, but how to approach the clinical question in the first place. For your client is not your customer, the difference between an evidence-based, individualized approach and a traditional, protocol-driven one can significantly impact outcomes.
This guide lays out the key factors side by side to support your clinical decision-making.
| Factor | Evidence-Based Approach | Traditional Approach |
|---|---|---|
| Consistency across supervisors | Individual approach: Highly variable; quality depends on each BCBA's natural supervisory skill | OBM systems approach: Consistent; performance standards, feedback protocols, and recognition systems apply across the organization |
| Resilience to turnover | Individual approach: Fragile; loss of a skilled supervisor disrupts the development environment for their RBTs | OBM systems approach: Robust; systems persist regardless of individual supervisor changes |
| Performance problem diagnosis | Individual approach: Often character-based attribution; 'this RBT lacks motivation' | OBM systems approach: Functional assessment of organizational antecedents and consequences before attributing to the individual |
| Feedback delivery | Individual approach: Dependent on supervisor preference; may be infrequent, general, or primarily corrective | OBM systems approach: Designed for latency and specificity; tied to operational performance standards |
| RBT development pathway | Individual approach: Informal; development goals set ad hoc, if at all | OBM systems approach: Explicit career progression framework with defined competency milestones and development activities |
| Scalability | Individual approach: Does not scale; quality drops as supervisor caseloads increase | OBM systems approach: Designed for scale; systems support consistent quality across larger teams |
The ABA Clubhouse has 60+ on-demand CEUs including ethics, supervision, and clinical topics like this one. Plus a new live CEU every Wednesday.
Use this framework when approaching your client is not your customer in your practice:
Does the data support a need for intervention? Is there a meaningful impact on the individual's quality of life, safety, or access to reinforcement?
YES → Proceed to assessment NO → Document reasoning, monitor
A functional assessment should guide intervention selection. Avoid defaulting to standard protocols without individual analysis. Consider environmental variables, setting events, and private events.
YES → Select evidence-based approach matched to function NO → Complete assessment first
Goals should be co-developed. Assent and informed consent are ethical requirements. The individual's preferences and values matter in selecting both goals and methods.
YES → Proceed with collaborative plan NO → Engage in shared decision-making
This course covers the clinical and ethical dimensions in detail with structured learning objectives and CEU credit.
Your Client Is NOT Your Customer — Mellanie Page · 1 BACB Supervision CEUs · $20
Take This Course →We extended this decision guide with research from our library — dig into the peer-reviewed studies behind each approach, in plain-English summaries written for BCBAs.
233 research articles with practitioner takeaways
187 research articles with practitioner takeaways
183 research articles with practitioner takeaways
1 BACB Supervision CEUs · $20 · BehaviorLive
Research-backed educational guide
Research-backed answers for behavior analysts
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All behavior-analytic intervention is individualized. The information on this page is for educational purposes and does not constitute clinical advice. Treatment decisions should be informed by the best available published research, individualized assessment, and obtained with the informed consent of the client or their legal guardian. Behavior analysts are responsible for practicing within the boundaries of their competence and adhering to the BACB Ethics Code for Behavior Analysts.