For a successful businessman it is important to attract and get new customers but it is equally or even more important to retain his existing clients and keeping them happy and satisfied so that they don’t leave you and prefer other competitor. Similar is the story for a successful massage business. Competition in every field is becoming tougher each day, consumers are now more aware and are smart enough to look for quality and something unique that exceeds their expectations in a normal price range. Earlier, massage therapists used to satisfy their clients with a complete body one hour massage but now you really have to work outside the pyramid to differentiate yourself from others and for making your clients prefer you.
You certainly would love to have your appointment book full at all times during working days and that would mean that you have a satisfied active base of clients!
Tips on Retaining your Massage Therapy Clients:
The point here is to have many clients who would come back to you quite often. It surely takes a lot of efforts and you would have been giving your time and money for bringing in new clients for your business. Appreciate the importance of clients and do a little extra to raise the bar of your service and practice to keep clients happy with you. Here are some tips for retaining your clients:
Connect with them: Appreciate and recognize the importance of each client and make sincere efforts to know each one of them individually. Show and have genuine interest in their aims and connect with them on how both of you can together work towards his/her goals. This would build a connection between you and your client and he/she will keep on coming back to you.
Show your client that you really care: Showing concern and care for your client is extremely important. For that you should remember health condition, history and purpose of getting massage of each client. It is best to keep a note and record of each client. If your client has a particular concern, do your research on how you can help him with his problem area.
Give your 100% to each client: Clients are smart and they would know if your service fall apart at any of the sessions. So make sure you give excellent service and try to reach above your level for each session.
Take Feedbacks: Feedbacks are the only way with which you get to know if you are able to satisfy a client. Feedback is a way to make sure that your client is getting what he/she wanted from a massage therapy and if they are happy with your services. Give them all the freedom and comfort so that they can share their feedback whether positive or negative without any fear.
Do something extra to spoil them: As we said earlier, competition today is tough and you need to excel from others. In order to have clients coming back to you, you should make some additional efforts in the form of offering some special conveniences or facilities to your clients. These extras may not be an expensive hamper but it could be a hot pack for his back, a mask for his face, some special pillows for added comfort etc. Doing these extra efforts would make your clients feel that you really care about them and they will be retained.
Be quick to respond to your clients: Good communication, being responsive and staying in touch with your clients is important. You should respond to calls and set appointments quickly. Be on time for appointments. Avoid rescheduling appoints. These little things would make your clients feel important.
Appointments: Clients would surely appreciate if you make them feel that you care about them and do not want to go through hassle of difficult appointment booking and rescheduling process. For that, make sure:
- Appointment booking process is simple for your clients.
- There are multiple ways to book a massage appointment with you. Your clients should have option to make booking online, through phone calls, through emails or other ways.
- When it is possible, try to accommodate a client with quick appointment in between your regulars.
- Give them the ease and freedom of rescheduling an appointment without any penalties.
- Call your clients to confirm their appointments.
Follow-up with Clients: Follow-ups are ways to remind your clients that they are important, you remember them and are concerned about how they are feeling after a therapy. This would give you an opportunity to know how your techniques and methods are working and you can ask them if they would book another session for massage therapy with you. This follow-up call may end up in another appointment for you.
Offer special packages and discounts: Special discounts can be offered to existing clients on advanced bookings. As you conclude a massage session, you could recommend your client for a time to book next session for treatment and at the same time can give them a returning customer discount. This discount for next appointment can also be offered at a follow-up call for customers who make bookings on that call. Apart from that you can also offer some special discount packages for clients and it could include discount for booking a weekly massage or bi-monthly massage etc.
Stay connected with them via different platforms:
- Have your own social media presence over different platforms and connect with your clients there. Regularly update your page with promotions, practices and any information that you feel like sharing with your clients related to massage therapy.
- Connect through Set E-newsletters and share related content.
- Connect with or organize events that are related to your practice and invite your clients to be part of it.
- Send cards on birthdays or special occasions to your clients.
Bringing in a client for your massage business might be difficult and would take time, energy and cost but retaining the client would be much easier provided you have rendered excellent service. A satisfied client can be easily converted in to a regular client. By following these simple tips and by doing few things that are not really expensive, you will be able to keep your client coming back to you and this is how you can become a great massage therapist