a question about clients

[Pompal 09.]

Hi I have a question, for someone just starting out in this profession, do you have any advice on keeping your new clients coming back, I'm mainly takling about relaxation massage?Thanks Fran

 

[Pawan J]

We did a client survey once and the #1 reason that the clients gave for returning to us was the quality of the massage. Giving the best massage is what will bring the clients back.

Secondary would be to remember the little things. Clean room, nice linens, soft lighting, warm and comfortable table, quality lotion, good music. Also things like being prompt in returning their calls, being on time to start their massage....and so on.

Good luck,
Angie

 

[TiffyG]

I agree with Angie on the number one reason: Quality of the massage. Even if everything else about the client experience is positive, if the client doesn't like the massage he/she is probably not going to rebook.

I also agree with what Angie listed about the little things. But I would put that third on my list. I feel that those little things are expected by the client so you better have them in place and if you can go beyond just having/using the basics it will make a greater impression.

I think the second most important factor in a client returning is that you established a relationship with him/her. No matter how much time you have before a session (and after), your interaction with that client is critical. Not only were you warm, friendly and inviting; but were you knowledgeable? Did you really listen to what he/she was saying? Did you ask questions about previous massage likes/dislikes? If it is a first time massage did you go over what will happen during a session so the client is more at ease?

Even if you only have 2 minutes with the client before a session, there's a huge difference between:
"Hi Jim, I'm Brian. Let me step out of the room so you can get on the table and we can begin."

versus

"Hi Jim, I'm Brian. How are you today?" "Have you had massage before?" "Are there any areas that are sore or painful?" etc, etc


In my book, establishing some sort of relationship with the client AND giving a great massage is the key to clients rebooking.


Brian

 

[jay7]

I just started my clinicals as well, and actually had a client rebook on my first day with me with a appointment in two weeks. It was a great feeling to have that happen. I would say my biggest thing was I tried to be confident in what I was doing and make the client feel like they were my top priority. We only 4 clinicals under my belt I hope to continue and build on what I am doing.

 

[sbinlb]

I think the most important thing is to establish the relationship and rapport. If you do not do that FIRST, the quality of your massage will suffer. It is all in the client's perception. If they TRUST you, feel at EASE with you, feel you are KNOWLEDGEABLE, etc, then your massage is going to feel a lot better to them. Of course, you must still have pretty good hands on technique as well. But, if the connection and trust are not established first, they will not be able to feel how wonderful your techniques are. Don't forget to finish up the session with some more personal connection.....ask what feels different to them after the massage, as opposed to before. Give them some suggestions about things they can do after leaving your office that will help their situation. It could be stretching, or perhaps changing the height of their computer monitor, putting their purse on a "diet" to make it lighter and take stress off their shoulder. They will feel that you are not just interested in giving them a massage, taking their money and seeing them on their way until next time.

Be certain always to ASK FOR THE NEXT APPOINTMENT!! This can feel difficult and awkward at first, but trust me, most clients will thank you for asking them!!!! Most of us felt like we were being pushy or felt sort of like a "salesman" when asking them to rebook. You will get over that quickly. You will be doing yourself and the client a favor by asking them to rebook their next appointment.