retaining clients

[The Godfather]

hi all

i am a newly licensed therapist
and am having some problems
getting clients to re-book....

my clients leave feeling great
and delighted with their massages
but often dont re-book

does anyone have advice
or "secrets"
they use to get their clients to re-book?

thanks
elizabeth

 

[bekkabeansmom]

elizabeth,
I have seen where some offer a discount on the next massage if they rebook..maybe you could try that? :

 

[GOiPHONE]

elizabeth - try sending out an informative email or newsletter, reminding them of the benefits of massage. sometimes people forget to take care of themselves until they're hurting... it's nice to be reminded that massage can help prevent injury.

 

[Pompal 09.]

When we check the clients out after their massage we always ask them if they'd like to go ahead and schedule their next massage. Many will book then (especially our regulars who know who quickly we book up) and for those who don't we send out a post card in the mail offering them $5off their next massage if they come in within 30 days of receiving the offer.

Angie

 

[Pompal 09.]

When we check the clients out after their massage we always ask them if they'd like to go ahead and schedule their next massage. Many will book then (especially our regulars who know who quickly we book up) and for those who don't we send out a post card in the mail offering them $5off their next massage if they come in within 30 days of receiving the offer.

Angie

You know, I never felt comfortable asking clients to rebook after their session until recently, when I've actually been able to say that my schedule fills up quickly. I've often read marketing books suggest that you imply your schedule is more full than it really is, something along the lines of people believing you must be good if you're that busy... or maybe you're not, if you aren't busy. Unfortunately, my schedule is easily viewable since it is all done online... so this ploy would never have worked for me.

But I digress, I think asking clients to book again at the end of their session is a great idea. And I like the coupon with a 30 day expiration also!

 

[Erik L]

I send out coupons for no reason (except to get them to come in) occationally. In the future, I will have to limit it to day time hours as my evenings are booked out quite a ways. Most of the discounts I give to my regular clientel are referral credits. $10 for every new client they refer in to me.

I have recently limited the referral credit to one per half hour of service. One per half hour, two per hour, 3 per 90 minute session, etc... I give them about 6 weeks to come in. It works well for me.

 

[Tina]

I, too, found that simply asking before they leave if they would like to schedule their next session.... it gets easier each time, I hated doing it at first, I felt like I was presurring them. Most want to rebook, but for whatever reason, theyre afraid to ask. My clients know now that it may be hard to get a certain time with me, so I have a few that book weeks in advance. Dont be afraid to ask for referrals, either. I ask fot them, and offer $5.00 off for each. Pays off :}

 

[Spacedogg]

re: retaining clients

thank you to all
for the great tips!

i plan to give them all a try!

 

[Gipsy]

speaking of referrals, we took our dog to a new (to us) vet yesterday. at the bottom of the receipt it read something like:

"If you're happy with the service we provided, please tell your friends. If there is something we need to do differently, please tell us."

I liked that. It's always fun to see how other business practices can be incorporated into your business.

 

[lensmen2]

Here are some links you might find useful:

http://www.massageplanet.com/forum/viewtopic.php?t=470

http://www.massageplanet.com/forum/viewtopic.php?t=461

Maintenance plans have worked well for me.

 

[zonk]

I've often read marketing books suggest that you imply your schedule is more full than it really is, >>>>> Unfortunately, my schedule is easily viewable since it is all done online... so this ploy would never have worked for me.

You can still do it, you book some appointments for yourself, and only open them up if the appointments you want filled fill up.

eg say you have 9, 10, 11, 12, just to make it easy, someone books in at 10, you don't want someone booking in at 12, you'd have a one hour break, so you 'book' 12 yourself, someone will take 9 or 11, meaning you can either go in late or finish early. If you prefer to leave early, book your last appointment yourself, unless it is the most popular one with your clients), if you prefer to go in late, book your first appointment yourself, then open it up if needed, book yourself a long lunch one day - you can always open the appointment up if everything fills up. Breathe had a good post about doing this somewhere on here, there is even a term for it (if I could remember the term I'd be able to find the thread) It helps with tightening up your schedule, but it also helps you look busy. Don't just book for yourself the same time every day, you don't want it to looks like you're booking it yourself

 

[Ghapy]

I dont want to be a downer....

So your clients say you give a great massage. Perhaps there is another reason clients arent rebooking?

Where are you located? Do you smoke? What are your rates? Are there any funky smells in your room, ie rancid sheets, salon odors? How are your people skills? How do you dress? Have a funky hair color?

Are you sure your skills are up to snuff? How many clients tell you when they dont like their massage? Even if clients dont like the bodywork they recieve, most of the time they will say they enjoyed it.

Do you know any sucessfull MT's in the area who can give you an honest opinion of your setup, your work, and you?

The truth of the matter is, if you are doing something to turn off clients, you are going to keep doing it and clients will continue to not rebook.

 

[The physician]

Do you know any sucessfull MT's in the area who can give you an honest opinion of your setup, your work, and you?

.

This is great advice. If you can find a trusted MT (or anyone who has a lot of bodywork experience) who will be brutally honest with you that would be a great place to start. It is not always easy to accept this type of feedback, but it can really help you grow. I have found that it has helped me, anyway.

Or you can do what I do- call them every day until they get so tired of hearing your voice that they book a session just so you'll quit calling them. 8)

(Yes, I am kidding)

 

[Pompal 09.]

I definitely think it's important to get an honest opinion from someone about your technique, room, odors, appearance, etc. If all that checks out okay, it most likely that people are not rebooking because you are not asking. I was timid about this in the beginning. It felt like I was pressuring them. I decided to give it a whirl. Boy, was I ever surprised when clients started thanking me for reminding them to rebook. They confessed that they probably wouldn't have gotten to it quite so quickly and would have put themselves on the back burner, as usual.

Of course, not everyone will say yes, but I think you will be surprised at how many do.

Whatever you do, DO NOT say "Would you like to rebook?" They can say "no" to that. Instead, ask, "When would you like to schedule your next appointment?", or "Is same time 2 weeks from today good for your next appointment?" Assume that it is a given that they are rescheduling.

Give it a whirl!

 

[AssCreamMa]

Whatever you do, DO NOT say "Would you like to rebook?" They can say "no" to that. Instead, ask, "When would you like to schedule your next appointment?", or "Is same time 2 weeks from today good for your next appointment?" Assume that it is a given that they are rescheduling.

Sorry, I completely disagree with this advice. Clients don't like to feel pressured, and some people will get offended enough never to return. I agree that you should give them the choice of rescheduling, but it should be presented as a choice. I suggest saying, "Would you like to schedule your next appointment, or would you prefer to wait and call me?" Those who want to reschedule will thank you for asking. Those who don't want to reschedule will be grateful for the "easy out." (If that latter group felt forced to reschedule, they'd simply no-show or cancel their next appointment anyway.)

 

[kingers1988]

I have read numerous marketing and sales books and articles. Some geared specifically towards massage and others that are just general. Every single one, without exception, suggested that you "assume the sale" and ask "when would you like your next appointment". The truth is that most people are looking for direction and to be sort of told what to do. When you say "is 2 weeks from today at the same time good for you?", you are letting the know that you think 2 weeks is a good time for them to come back and that you believe in massage and that this is good for them. They usually take the lead and will agree with you and rebook.

That being said, of course you need to be careful of your body language, tone of voice, etc. and cannot make it sound like you are some sort of dictator demanding that they come back. I have never had a client who is offended by my approach. Of course, not all rebook at that time and they will usually say something like "I have to check my schedule and get back to you." or "I think I'll wait and call you when I feel like I need to come back." I'm always understanding and respond with a very relaxed "I understand. Well, I'll be here when you're ready, just give a call or shoot me and e-mail and I'd be happy to set things up for you."

I also do not make this suggestion with every client either. If they are coming in with their holiday gift certificate and just relaxing and have never had a massage before, or the last one they had was on vacation 5 years ago, I realize they are most likely going to be one of those once in a while clients. With those types of clients, I might take a different approach and say "Can I schedule another appointment for you?"

When I began changing the way in which I asked the clients to rebook, there was a dramatic difference in the rebooking rate.

Another thing that I did differently to fill my appointment book faster was carrying around my appointment calendar and when I run into people who say "I'm going to call you for an appointment.", I take out the appointment book and say "Is Monday at 2 a good time for you?" I might get 1 in 10 who are able to make a commitment right there in the middle of the post office or wherever I run into them, but it is 1 more client than I would have had if I didn't do that. I have had numerous people thank me for doing that because they know they probably would have put it off for longer if I didn't "help" them along.

People are busy and tend to put themselves at the bottom of the "to-do list". When I employ techniques to help them get their massage appointments made, it helps them on their road to wellness, and helps me to fill my appointment book. Everybody wins.

 

[She is my Sunshine]

:iagree: What KM said. I was struggling along with 8-10 clients a week. When it got to Friday I'd have 3-4 on the books for the following week. Sometimes it would stay slow and I'd finish out the week with 6-7 sessions done.

I basically used the same method as Kneaded, with one additional - I would tell them what I thought we should work on for the next session, based on the work we just did. In a matter of a few weeks, I was doing 17-18 (I open a max of 20 sessions a week,) and on Friday, going into the next week I will already be fully booked, or with one or two spots open. Today, (Friday) I have two spots still open for next week, and about 6 spots still open for the following week. Some days I look at my calendar and realize I have nothing open for 2-3 weeks.

Mostly everybody wins. I like to have days off though. Having to actually schedule them in is a pain.

 

[Dorinta]

I basically used the same method as Kneaded, with one additional - I would tell them what I thought we should work on for the next session, based on the work we just did. In a matter of a few weeks, I was doing 17-18

I am SOOOOO going to try this t023

 

[lalCauracig]

I basically used the same method as Kneaded, with one additional - I would tell them what I thought we should work on for the next session, based on the work we just did. In a matter of a few weeks, I was doing 17-18

I am SOOOOO going to try this t023

Me too! This makes SO much sense!

 

[Erich]

thank you so much
for all the input!

it has truly been a great help
even
when there have been differing opinions/views...

i am definitely someone
who feels very uncomfortable
'selling' my massage
and even to some degree talking eloquently about what i do....
(unfortunately though
i think sometimes letting your hands do all the talking
is not enough...)

i am going to try
some of the suggestions
on asking clients to re-book
and
giving them a little more gentle guidance....