Competitors "coupon"

[The Questioner]

On another thread I read where a MT accepted an expired GC and although didn't collect $$, got a new client for life.  This leads me to my question.Would you redeem another MT/Establishments massage therapy coupons?Robyn

 

[SumYungGai]

Competitors "coupon"

:-/This seems like a bit of a dilema to me. On the one hand you have some one who is redeeming something you didn't sell and have no idea if the individual will return to you or not. Let's face it. Everyone wants something for nothing. Yet how many massage GC/coupons have we given away to try to promote business? Is your massage enough for them to want to come back for more? Did they like you as an individual? Will they talk to thier friends and family about how well you did and bring in more business for you? It's a crap shoot that you have no idea will pay off or not. On the other hand, it could pay off hansomly. The fact that you agreed to honor the GC/coupon even though it wasn't yours could shows the potenial client the kind of MT you are and the kind of work you do. The individual in question went to the wrong office by accident and may have been very disappointed that they found the wrong place. Yet the fact that you honored it may in itself be enough for the client to come back and be loyal to you. The other MT may have sold the GC/coupon, but you made out in the long run due to the client's mistake.Then the next question is, did you steal the other MT's client? I wouldn't think so, due to the fact that the client had the choice also to use the GC/coupon, and they have the choice to return to you after using the GC/coupon. It's really no different that an ordinary client having the choice of where to go to receive a massage. Overall, I think I would honor it if the client chooses to do so. You never know where it is going to lead.

 

[Pompal 09.]

I would NOT honor someone else's gift certificate.  If word got around, the what's to stop people from making fake gift certificates and giving them out or using them?I might honor a competitor's coupon offer though.....for $10 off or whatever it was for.  It would really depend on the situation.  I read that post from the other thread too about the person who accepted an GC from another establishment.  She got lucky that this person stuck with her.  Hmmm....maybe I would accept a GC if the conditions were right.  For example, if the person called me up and said they have been having regular massage for the past 2 years.  Their therapist moved and they are looking for someone new so they dug out the gift certificate they got last year for their birthday from some other establishment and now that place won't honor it because it's expired.  Perhaps then, I would honor it, in the hopes that this person would become my regular client for the next few years.  What I would definitely NOT honor is the person who received the GC from my competitor for their birthday 2 years ago and has just been meaning to get to that massage, but hasn't had the time and now the other establishment won't honor it.  The likelihood of this person EVER having another masssage is so slim that I wouldn't give away my services.

 

[demon_man520]

It's true that we do run into people that want something for nothing but we can't treat everyone like that. On that thread we had been discussing the idea of exp. dates.  You can tell when a client is genuine...she never asked if I'd take it, she simply mentioned how disappointed she was about it.  I saw an opportunity to take her disappointment and turn it around.  Of course she could have taken advaneforum.xxxe of that and never returned to me but she would always remember what I did for her...purely out of kindness.  I will always take opportunities like that...to me their one in a million.I would accept a competitor's coupon.  Think about what someone is doing when they are asking if you'll take someone else's coupon.  They could be going to that competitor but instead what their saying is..."I want to come and see you but I like the offer that this other person is giving me".  That's a chance in a lifetime.  Look at big chain's of stores out there.  They will always take someone else's coupon. Why? Because that means that THEY are getting the money...not the other store!  I say it's smart business!

 

[Alex M]

Competitors "coupon"

I think nybor7 meant that the GC was the providing MT's own GC, just that it had expired and they didn't collect any further money. Correct me if I'm wrong.In WA state, the gov just made it illegal to put expiration dates on gift certificates that were paid for. This doesn't apply to promotional GC's that are given for free. I think it's a good idea.I would probably accept a competitor's coupon, depending on what it is. But I would only do so if someone asked and I wouldn't advertise that I do. I already usually have some type of discount promotion going for first-time clients anyways.

 

[Jeitari]

No.......Piano.......the MT accepted the GC from another establishment that had expired......so the accepting MT would have made NO money on the deal at all if the client hadn't turned into a regular.  In our state there is no regulation about expiration dates on GC's.  I put them on there.....only to encourage people to use them sooner rather than later.  I always honor an expired gift certificate that was purchased from me.  If I've donated it, then I try to stick to the expiration date.....if they call a week later, I will honor it of course, but not if it's 6 months past the expiration.  

 

[Bluey]

I dont know why this paticular thread annoys me.   Could it be the very thought of doing the work for " zero dollars" that irks me?  Is it my understanding, that most of the posts find it acceptable to redeem an expired gift certificate from the competition, do the work and ask for nothing in return?Honestly,  how often are you going to get a client "for life" by giving it away?  If benevolence is something you strive for, why not use your talents and give it away to a battered womans shelter or  senior center? ???

 

[itsme6922]

We all SHOULD be sharing are talents with those agencies as well.You know, I was never trying to say that you should go out and advertise that you'd take any and all G/C expired from any spa in a 1,000 mile radius.  I'm not sure I understand why everyone is so against the idea of going out of your way to knock the socks off a client.  If you don't see how this could earn you a client for life...then I guess you'll always have a mediocre business that happens to make it by every month.  handsonlmt - do you ever give and not expect anything in return?  It's a really great feeling.  I believe that if you don't worry all day about being in the red...you'll never be in the red.

 

[daryl dante]

Competitors "coupon"

 If you don't see how this could earn you a client for life...then I guess you'll always have a mediocre business that happens to make it by every month.

It's a crap shoot, isn't it .  Can you guarantee that I will earn a "client for life" by honoring an expired g/c from the comp?  

This is not personal, this is business and I dont see how giving it away increases your bottom line.

handsonlmt - do you ever give and not expect anything in return?  It's a really great feeling.

Is my character and integrity the issue?  Because now, the entire question is in question.  Is this about making a business decision or a personal decision?  How do you honor yourself by accepting the g/c ?  How do you honor your business by accepting the g/c?  Your question to me suggests that you really enjoy giving.   Is this more about "giving" and what part does it play in business?  Am I, as a massage therapist, expected to "give and expect nothing in return?"  

 

[funwithsharpthings]

Competitors "coupon"

I suppose it all comes down to what we've had (personal) experience dealing with. For example, clients that always tip vs. clients that never tip. Are you going to do a bang-up job for those that do, even going so far as give them overtime minutes and yet not for the ones who pay for the service whatever is the required fee and nothing more? Of course we're in a "business"; however, massage therapy has so many "personals" to it because we put ourselves into it; thus how can it not be personal to some degree. This boils over to even the "business" side of it. If we try a marketing ploy it, found it worked, then of course we'll try it again. If not, then we go a different route until one works. Nevertheless, what works for one, won't work for another. Not because those therapists aren't equal in the quality of work they provide, but because of the dynamics of their clientele on a regular basis. Most of my clients don't tip. I don't expect them too anyways. I provide a service and if I feel they need to get a little special R&R from me (maybe because they had a bad day or week, they are a joy to converse with, repeat client, etc.), I give it to them, asking nothing more than their payment in full. So as for gift certificates and honoring them from another spa/M.T., I'd probably not go that route; however, I would offer them a first visit discount after asking them if they are trying to find another M.T. to come to on a regular basis. Most likely, the one holding the gift certificate didn't actually pay for it anyways as it was probably a gift from a loved one for birthday/anniversary/etc. Therefore, they weren't out on the original money anyways.Be well,Jen

 

[MisterTattiePie4U]

Jeeeez, some of you sure get worked up over nothing.  Relax, breathe.....I took a competitors gc, and never expect to see that lady again.  Well, maybe next time she's back in town from DC, which is 1500 miles away.  She got the GC from her sister  as a gift, and made the appt to redeem it on her last day of the visit.  I took it thinking that she'd tell her sister, and the sister would come in or remember it towards gift giving time.  Will it work?  Who knows.  The lady got her massage.  I did a good deed.  I felt good.  She felt good.  Win-win.  Who cares about money.

 

[liverpool lou]

I do, and that's OK too.  If an aspect of our businesses is important to anyone, it's perfectly OK to talk about it without instructions about how to feel.

 

[melmelfish]

I was asking more along the lines of a coupn vs. a GC.  Sorry for the confusion.I, for example am redesigning a brochure and am thinking of a $$ off coupon and also a 15 minute peppermint foot scrub addition(free).So, If someone came to me with a coupon from another MT for $$ off or the upgrade I may take it.I run the risk(challenge) to either never see the client again, or make them realize what a wonderful experience they had with me......and they will come back.I will also give a certain amount of GC's away.  Will I ever see them again?  I can't answre that, I think that I will.I know that this world and it's financial environment produce people who are only in it for the "freebie" or super discounted service....this will always be the fact.Hey, that happens...and I've helped a person..even if I never see them again.I'm sorry that this became a semi mud slinging board....I never intended it to be so.Robyn

 

[kaleb segal]

Competitors "coupon"

I care about money too!  I also care about helping people feel better. I think it's about balance. I "tithe" time to some people who need massage, but are not in the position to make it a financial priority. Since I leave 30 minutes b/t clients, sometimes I go over. I like 10 minutes leeway.I live a pretty thrifty lifestyle; but, I wouldn't want to worry about whether I can pay my electric bill or, even worse, losing my house. I don't believe that allowing yourself to be taken advaneforum.xxxe of (in reference to "gimme" people), equals being a good person.I have accepted a few (3?) expired GCs. These were GCs from my business, not from a competitor. I don't think I would accept a competitor's coupon. Maybe I would try to find out why they came to me and not the other therapist. If I worked with them, maybe I would give them extra time instead. Maybe not. I would probably listen first before deciding what to do.

 

[guru]

Nybor, I was writing as you were posting. In my post, I think I answered your original questions, though briefly.  To add to previous post, we offer a coupon for first-time clients, as well as GCs. I have package specials that my regulars generally take advaneforum.xxxe of, enabling them to also get a discount. To me, this lets them know they are appreciated.

 

[Vishak]

Nybor, I think putting coupons on your brochure is a great idea.  I would encourage you to put a small line at the bottom of the coupon with either an expiration date (even if it is 7 or 10 years LOL) or a statement that says "rates are subject to change".  This gives you a bit more control of when you see those coupons returned and whether you want to honor that price seven years later.  I also think the idea of accepting competitor's coupons are best decided on a "case by case" basis.  Qualifying the customer to determine the likelihood of their return is an acceptable way to determine whether I would accept it.  Depending on how they respond I would probably make them a counteroffer they couldn't resist to get them on my table and work on making them a regular client.  Something like, "Yes, I would be happy to apply this coupon to your next visit."  As to the GC's, that is an entirely different kettle of fish in my opinion.  There would have to be some pretty good reasons they didn't redeem it with the other MT before I would accept it.  If I did accept the GC it would be with some sort of stipulation.  One idea that comes to mind is for them to come see me for several sessions (3 or 4 depending on the value of the GC) then I would honor the GC.  Another possibility, depending on the value of the GC, is offering to spread the value of the GC over a pre-paid package deal.  In our discussions I would gently remind them that I have no responsibility to honor their GC in any way but that I am willing to work out a deal that benefits both of us.Hope that helps.

 

[Melilya]

I was not trying to "attack" anyone.  I just felt that a simple post mentioning the fact that I accepted a G/C that expired landed me a great client went completely in the wrong direction.  I by no means advertise that I do this.  Of course we all need to make money.  I was trying to point out the fact that we should do what we can to care for our clients because in turn, they will care for us. (example being...referrals, repeat business, purchasing gift cards etc...)If your only focus is money, your clients will sense that.  Do you ever want to do business with someone who you feel only likes you because of the money you spend in their store/office etc?  I know I don't, in fact...I really hate that.  

 

[NateDaGreat]

Competitors "coupon"

I'm not sure I understand why everyone is so against the idea of going out of your way to knock the socks off a client.

Terab,  I agree with you that knocking the socks off of a client is indeed a wonderful thing to do.  You saw a great opportunity to do something awesome for someone and did.  Btw, you might be interested in reading, Raving Fans written by Ken Blanchard and Sheldon Bowles.  It offers tremendous insight on how to "knock the socks off a client" over and over and create an incredible business.  To paraphrase the inside cover, it is a parable using a wonderful story to teach defining a vision, learn customer wants, institute effective systems and offer incredible customer service everyday.  It is a short and easy read that I have found to be a tremendous resource.

As to your last statement, "Do you ever want to do business with someone who you feel only likes you because of the money you spend in their store/office etc?"  I have had massage from those who are in this field just to make money and the experience was incredibly lacking.  *sigh*  

 

[Kandie Kay]

Competitors "coupon"

If your only focus is money, your clients will sense that.  Do you ever want to do business with someone who you feel only likes you because of the money you spend in their store/office etc?  I know I don't, in fact...I really hate that.  

I would like to know how a client can "sense" the evil money grubbing mt's of the world LOL  I am sorry and I admit I am being a bit of a brat, but are those of us, who enjoy making money at doing what we really love, so wrong??

I have been doing massage therapy for 12+years now.  I believe that I am well liked by my clients, respected by my peers and equally respected as a business woman.  When I do business with someone I am not necessarily thinking about whether the person likes me or not.  I am thinking are they competent, respectful, knowledgable, and are they listening to me.  I can guarantee you that I emanate everyone of those qualities in my business.  I am happy to believe that they return because my work is beneficial to them.  If they "like" me, that's a wonderful added perk.  My clients are important to me but I will not accept an expired g/c from the competition.

Maybe, the g/c was redeemed but not collected? Maybe, the competition didnt honor because it had expired?  I guess my point is,  there are other ways to generate and retain a client "for life".  This seems a bit desperate IMO

 

[Your Teeth or Mine?]

I added the following to clarify my Reply #16 post above:  "These were GCs from my business, not from a competitor."I interpreted the original post to mean her own expired GC. I listened to why each client had not redeemed her GC in time, annd felt the answers were reasonable. So, I honored them.