Keep clients coming back and grow your massage practice with these great tips
Here are my favorite ways to keep clients happy and improve client retention in your massage practice! Combine these with your high quality services, educational newsletter, blog posts, and social media strategy and wallah! Your practice is booming and your clients are feeling incredible. win. win. win.
Become the master of customer service
Being an amazing Massage Therapist is about so much more than just bodywork. It is an adventure in relationship building that begins before the client enters your door and lasts well beyond their visit. Make sure that you are intentionally creating each part of this experience for your clients to ensure that they always feel happy during their interactions with your business.
Be detail oriented
Did your client mention that they have a sick family member or an anniversary coming up? Make a note of it in their file so that you can ask about it on their next visit or send a special message letting them know you are thinking of them. Little touches like these let your client know that you are listening and that you genuinely care.
When you are chatting with a client pre-massage make sure that you are using active listening skills to ensure that you both understand what will take place during the session and the outcomes that are expected. Summarize the issues that the client has shared with you and let them know the plan of action for the session. You can even ask "does that sound like a good plan to you" just to make sure that you are on the same page.
Create a treatment plan
After the clients session recommend a treatment plan that would work best for their particular goals. You could share this with them verbally and then move into booking them for their next session based on the plan you created. If they aren't ready to book you could write it down on a branded thank you card to send home with them. Or send them an email the next day expressing your gratitude for their business, a summary of your recommendations, and your next available appointment times.
Stay in touch
Clients are busy and are most likely feeling better since their last session with you. This means they need to hear from you to be reminded to book their next appointment. Many clients will wait until they are in pain that inhibits their daily lives before they reach out to you for help. An important piece of client education is helping them understand that they can stay pain free by getting regular massage. Send an email, text, or snail mail to let them know you are thinking of them and would like to help keep them feeling awesome. You can use the free recall template in my store as a guide if you like!
Bonus tip: Don't forget the most obvious way to get clients to come back...invite them to re-book with you before they leave from their appointment. LOL. seems obvious but sometimes the most obvious is the most overlooked;)
Thank you for reading! Have other ways that you love to keep clients coming back? Please share! I love learning how to keep my practice thriving and clients feeling great.
Julie is the former owner of Written on the Body Massage and Acupuncture Studio located in the beautiful city of Portland, OR. She started her business in 2010 and has enjoyed learning from her many successes, failures and challenges along the way. Julie has a passion for business and loves helping her fellow Massage Therapists build their dream practices. She currently shares her skills, experience and knowledge with fellow Massage Therapists through 1:1 coaching sessions and small group classes. Julie and is eager to help shape the future of our profession by empowering Massage Therapists in Portland, OR and all over the U.S.