How long do your clients stay with you?

[TrenceCekbja]

Calling all therapists who have been in business a few years. Could you tell me what the average business life of your massage clients is? By this I mean on average, how long do they stay a customer of yours. I realise some may be with your for years and others may only stay around for a few treatments - but on average......
Many thanks
Sonia

 

[the eyes have it]

Hi Sonia

As you put in your post some come for two or three treatments until the dysfunction is sorted and you will not see them until something else goes wrong and others come regular as clockwork for many years and enjoy the long term benefits.

Unfortunately if people gave themselves the same respect they gave to their cars and holidays they would all come all of the time

 

[Nunitak]

Thanks Paul, but could you supply an educated guess as to the average?
Cheers

 

[SexyJade8]

Sonia, there is no average when it comes to clients.

Some clients see a treatment as a one off treat, particularly if they have a gift voucher, although I get this more in the clinic where I work than with my home clients.

Also you have to remember that some clients are weekly, fortnightly or monthly, which is largely their choice (with a bit of guidance). Some will come for a few months, have a break and then come back again and I have some that regard their treatments as part of their life and don't even like me going on holiday!!

Lesley

 

[slefiujqivcimyelx]

I agree with the above. Some come once and neve return (unusual), some come until they are better (say 3-6 times) some come every week for a couple of months, some come every other week regular as clockwork or once a month. Some come and don't come back for months. There are many reasons why they don't all come each week, usually financial or lack of time for self.

You can't get hung up on it. You have to have a lot of clients to be busy all the time and that takes patience and hard work, but eventually you get there. There are always new people to take the place of those that drop off and if you do more than one therapy then that's better for you.

Hope that helps.

 

[uhesluyjigsiqaevg]

I know it doesnt help much but i agree with all thats been said above...

T
x

 

[Eplus]

Thanks for all who have answered, I understand it was a difficult question. Just one other question though, if someone only comes once or twice does anyone try to follow up to as why they don't return? It would only be by understanding this that we could try to improve client retention.
Thanks
Sonia

 

[Great]

It would depend on why they were with you to start, if it was a specific and that had cleared you may never see them again or at least not until something else crops up!

I find a good way of staying in contact with clients is to do a quarterly newsletter (got that idea from a lovely HPer) and it works really well, people say oh just kept meaning to ring you etc etc....I also give them the option of not getting a newsletter as well!

That way they remember you, have your number but there is no direct pressure or awkard conversations to be had.

T
x

 

[avedfuaaifhivretw]

You can't hassle clients. They don't like it and it makes you seem pushy. You have to strike the right balance.

People will decide for themselves whether or not they should come though some do need to be told, they expect it. You just learn by experience really. I was always shy of booking them in again, but now I expect some to rebook straight away and others if not sure, I will ask them 'would you like another appointment?' It's up to them to say yes or no. They come to you for so many different reasons, there is no way you can generalise.

Coming to you once or twice can be seen as a compliment. When somebody can't move or sleep and they ring you the next day to say they slept for the first time in two weeks then it is a compliment and they may not return, they don't need to! It all comes down to money.

Talking of Newsletters (yawn!) 700 sent out this week and glad to see the back of them. One client who was a regular for reflexology didn't show for his last appointment and left his tie. I haven't seen him for a couple of months and I put his tie in with his newsletter and hey presto he rang today to see if I could fit him in this afternoon. Oh, and that was second class postage too!

A gentle nudge works wonders.

 

[thifhera]

I agree with Candie and Tracy. If you start asking why clients don't come back they will feel pressured and you may also sound a bit desperate. I also do special offers one or twice a year and soon hope to start sending out birthday cards to old and existing clients with a £5 voucher. Might just remind them what they're missing!!

Lesley